Senior Customer Success Manager

Sympera AI is an Agentic-AI platform designed for relationship banking, helping bankers focus on the right clients and achieve measurable results. They are seeking a Senior Customer Success Manager to own a portfolio of small-to-midsize bank customers, leading implementation and driving banker adoption while creating the foundational Customer Success playbook.

Responsibilities:

• Lead implementation & onboarding. Drive each new bank from kickoff to first value, coordinating data integration, configuration, and go-live in live bank environments alongside our product and engineering teams
• Drive banker adoption. Train and enable relationship managers, embed Sympera into their daily workflow, and relentlessly grow active-banker adoption across each account
• Build the CS playbook. Create the onboarding guides, health scores, QBR cadence, and success frameworks from a blank page, the foundation a growing CS team will run on
• Generate proof. Surface wins and turn them into references, case studies, and testimonials that fuel our growth
• Own retention & expansion. Protect and grow each relationship, identifying opportunities to widen Sympera's footprint inside every bank
• Be the voice of the customer. Channel banker feedback into our product roadmap so the platform keeps getting sharper

Requirements:

• 5+ years in B2B SaaS Customer Success, owning enterprise or mid-market accounts with strong retention and adoption outcomes
• Banking or financial-services domain knowledge - you understand how banks and relationship managers actually work
• Strong data fluency - comfortable digging into adoption metrics and telling a story with the numbers
• Hands-on with Salesforce and collaboration tools (Microsoft Teams and related apps)
• Exceptionally organized and self-directed - you thrive owning outcomes without a playbook handed to you
• Excellent communicator who builds trust with both frontline bankers and bank executives