Senior Customer Success Manager

<div class="content-intro"><p>Do you want to empower organizations to fairly and equitably hire, promote, retain and compensate their employees? Syndio is a Series-C technology company committed to fairness in the workplace. Fueled by investments of $83M from Bessemer Ventures, Voyager Capital and social change organization Emerson Collective, Syndio is investing in growing our team and products.</p>
<p><span style="font-weight: 400;">This is a critical moment when organizations are looking for ways to take tangible action to fight gender and racial bias, and we believe creating diverse and inclusive workplaces for all starts with workplace equity.</span></p></div><h3><strong>About the role&nbsp;</strong></h3>
<p>Syndio licenses software to companies to help them find and fix workplace equity issues and stay in compliance over time. We’re looking for someone who brings a combination of customer service and account management skills to build lasting relationships with customers and guide them to success. You will own the relationship with your customers with a focus on delighting the key decision makers for each account. This includes advising customers on a comprehensive workplace equity strategy, ensure ongoing compliance needs, and driving usage of our workplace equity tools.&nbsp;</p>
<h3><strong>Why this job is exciting</strong></h3>
<ul>
<li>Provide advanced guidance, analysis as needed and mentorship to a dedicated portfolio of high-profile clients, steering them towards achieving complex workplace equity objectives.&nbsp;</li>
<li>Act as a recognized authority and trusted advisor, proactively engaging with clients to address intricate workplace equity needs, product advancements, client feedback, and emerging industry trends.</li>
<li>Collaborate closely with cross-functional teams including Implementation, Sales, Subject Matter Experts, and Product Development to ensure seamless support and exceptional client satisfaction throughout the customer journey.</li>
<li>Cultivate enduring relationships with clients, driving retention, identifying upsell opportunities, and fostering references at an elevated level.</li>
<li>Analyze and distill evolving client needs, contributing to product direction by collaborating closely with Product and Development teams to deliver innovative solutions tailored to client demands.</li>
<li>Play a pivotal role in shaping Syndio's overarching customer service strategy, providing insights and recommendations to optimize onboarding, communication strategies, and ongoing client engagement as the company expands and scales.</li>
<li>Participate in advanced training programs to deepen expertise in workplace equity intricacies, encompassing advanced statistical techniques, analytics methodologies, and comprehensive understanding of pay equity legislation.</li>
</ul>
<h3><strong>About you</strong></h3>
<ul>
<li>Many years of demonstrated success in Customer Success</li>
<li>Demonstrated track record in managing large enterprise Fortune 500 companies&nbsp;</li>
<li>Proven ability to engage and multi-thread with C-Suite executives &amp; SVP level</li>
<li>You are passionate about our mission to measure, achieve, and sustain workplace equity</li>
<li>You are a self-starter who thrives working independently, with minimal supervision, in a collaborative, kind, and supportive environment.</li>
<li>You are deeply curious, willing to explore all aspects of the platform to understand and identify new opportunities to meet customer needs.</li>
<li>You are willing to ask questions and turn to others for support and expertise.</li>
<li>You have stellar communication skills that help you connect with a range of people, from HR/Comp analysts to the C-suite.</li>
<li>You are comfortable selling the value of workplace fairness solutions and are comfortable supporting our Account Management team with renewals and upsells.</li>
<li>You bring empathy, calm, and confidence to help customers overcome challenges.</li>
<li>You’re proactive, always two steps ahead to deliver what customers need next.&nbsp;</li>
<li>You are highly organized with excellent time management skills.</li>
<li>You’re excited to own and drive initiatives within Syndio that leverage and build your skills and interests.</li>
</ul>
<h3><strong>Why you'll love it here:</strong></h3>
<ul>
<li>👥<strong> </strong>Check out our<a href="https://synd.io/syndio-employee-experience/"> Employee Experience page</a> for more information on our Mission &amp; Values, Work-Life Balance, Pay Transparency, Diversity, Culture, and Benefits.&nbsp;</li>
<li>💰 Competitive Compensation. For this role our base salary is targeted at $120,000-$141,000 per year plus 20% additional variable. Final offer amounts are determined by factors such as experience and expertise. We take a geo neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.&nbsp;</li>
<li>🏆&nbsp; Syndio Equity. So you can share in Syndio’s success.</li>
<li data-stringify-indent="0" data-stringify-border="0">🏝&nbsp; Flexible Vacation Policy. We encourage our team to recharge when they need to, plus paid sick &amp; safe time, compassion leave, and voting leave.&nbsp;</li>
<li data-stringify-indent="0" data-stringify-border="0"><span class="c-emoji c-emoji__medium c-emoji--inline" data-qa="emoji" data-sk="tooltip_parent"><img src="https://a.slack-edge.com/production-standard-emoji-assets/13.0/apple-medium/[email protected]" alt=":hatching_chick:" width="17" height="17" data-stringify-type="emoji" data-stringify-emoji=":hatching_chick:"> &nbsp;</span>16 weeks of paid parental leave</li>
<li data-stringify-indent="0" data-stringify-border="0">🩺&nbsp; Medical, Dental, Vision. Syndio pays 90% of employee premiums, and 50% for dependents.</li>
<li data-stringify-indent="0" data-stringify-border="0">🏥&nbsp; Life Insurance &amp; Disability. Syndio covers the full premium.</li>
<li data-stringify-indent="0" data-stringify-border="0">🏦&nbsp; 401(k). To help you save for your future.</li>
<li data-stringify-indent="0" data-stringify-border="0">📍 <strong>Remote-First</strong> in our specified talent-hub cities, allowing for opportunities to meet up and socialize! #LI-Remote</li>
</ul>
<h3><strong>Role progression</strong></h3>
<ul>
<li>Within 1 month, you’ll have completed a comprehensive and supportive onboarding process to help you understand the platform, the business, and the customer journey. You’ll be ready to be an advocate for workplace equity and help customers achieve it.</li>
<li>Within 3 months, you’ll be fully ramped and supporting your own portfolio of customers.</li>
<li>Within 6 months, you’ll be growing a portfolio of customers, guiding the overall workplace equity strategy, playing an important role in customer renewal conversations, and influencing the product roadmap.</li>
</ul>
<h3><strong>Interview process</strong></h3>
<ol>
<li><strong>Chat with a member of our Talent Team: </strong>30-min phone call</li>
<li><strong>Meet the Hiring Manager: </strong>45-min Zoom interview with Hiring Manager</li>
<li><strong>Chat with Customer Success</strong>: two 45-min Zoom interviews team members</li>
<li><strong>Skills-Evaluation:&nbsp;</strong>60-min mock presentation with 3 team members</li>
</ol><div class="content-conclusion"><p><span style="font-weight: 400;">At Syndio, we're building a diverse team that values candor, curiosity, and community. If you share these values and are interested in joining us, we'd love to talk with you even if you don't 100% meet the "about you" listed here. We don't expect anyone to have all the answers, as long as you're willing to learn and grow with us.</span></p>
<p>Employees joining the Syndio team at this early stage of growth will impact this critical social issue and support a growing customer base (including Nordstrom, General Mills, Match Group, and others) to take tangible action on workplace fairness.&nbsp;</p>
<p>Syndio is an Equal Opportunity Employer. We are building an inclusive and collaborative workplace as we grow, and we welcome team members regardless of gender/identity, sexual orientation, race or cultural background, religion, physical disability and age.&nbsp;</p></div>