Founding Customer Success Manager

Syntrace; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Syntrace in New York is seeking a Founding Customer Success Manager to lead our first US CS effort. You will own the post-signature journey, run onboarding, ensure customers realize value from day one, and grow accounts from a few users to the entire firm.

Work closely with the Founding CRO, help shape the CS playbook, and embed security as a core product pillar. This is a foundational role with broad impact.

Qualifications

• Several years in customer success or account management at an enterprise SaaS company, ideally with financial institutions.
• A record of driving adoption and expansion in demanding accounts.
• Genuine curiosity about how investors and IR teams work.
• The drive to build a function, not only run one.

Responsibilities

• Own the customer journey from signing to ongoing value delivery.
• Manage onboarding and ensure value early in the relationship.
• Grow accounts from a few users to firm-wide adoption.
• Collaborate with the Founding CRO and feed learnings back to product.
• Build scalable playbooks for future CSMs.

Skills

Enterprise SaaS

Adoption & Expansion

Account Management

Investor/IR Knowledge

Job description

Syntrace builds conversational knowledge for institutional investors. We capture, organize and synthesize private conversations into source-backed knowledge a firm can build on.

We are now hiring a Founding Customer Success Manager, based in New York.

You will be the first person in customer success in the US. You will own our customers after they sign, run onboarding, make sure every team gets value from the first week and grow accounts from a few users to the whole firm. You will work closely with our Founding CRO, bring what you learn back to the product team and build the playbook everyone after you will follow.

Our users trust us with the most sensitive conversations they have. That makes security part of the product, not a feature on top of it. You will be the person customers call when they need to know their information is safe.

What you bring:

• - Several years in customer success or account management at an enterprise SaaS company, ideally with financial institutions.
• - A record of driving adoption and expansion in demanding accounts.
• - Genuine curiosity about how investors and IR teams work.
• - The drive to build a function, not only run one.

What you get:

• - A founding role on the commercial team.
• - A senior team that has scaled companies before.
• - A product that solves a problem your customers already recognize.