Strategic Customer Success Manager

What We're Looking for

As the Strategic Customer Success Manager, you will oversee some of our most strategic FinTech relationships and play a critical role in helping them succeed on our platform. You’ll be a trusted advisor to our FinTech partners–driving adoption, deepening engagement, and identifying new opportunities for growth.

This is a high-impact, cross-functional role at the center of our BaaS ecosystem. You’ll work closely with internal stakeholders across product, implementation, risk, compliance, and more to ensure our FinTech partners unlock the full value of our platform and deliver exceptional experiences to their end users.

We're looking for someone who thrives on building long-term relationships, has strong strategic instincts, and is comfortable navigating the complex needs of fast-moving FinTech startups.

What You’ll Do

• Own and grow a portfolio of FinTech clients, acting as their strategic partner and advocate
• Lead the development and execution of account plans that align with client goals and maximize platform value
• Proactively identify opportunities for expansion, product adoption, and deeper integration across our ecosystem
• Serve as the primary point of contact for client escalations, collaborating cross-functionally to resolve issues quickly and effectively
• Guide FinTechs through the full customer journey—from onboarding and go-live through expansion and renewal
• Build trusted relationships with key stakeholders (e.g., founders, product leads, compliance heads) and become a thought partner in their long-term success
• Partner with Product, I&O, Risk, Legal, and Marketing to deliver feedback from the field, shape roadmap priorities, and launch new offerings
• Track and analyze usage, KPIs, and customer health to inform engagement strategy and proactively mitigate churn risk
• Champion your clients internally and ensure they have the tools, resources, and support needed to thrive

What You’ll Bring

• 6+ years of experience in customer success, account management, or partner management–ideally in a FinTech, SaaS, or BaaS environment
• Experience managing and growing strategic accounts with complex technical and regulatory requirements
• Deep understanding of the FinTech landscape, including go-to-market strategies, product development cycles, and compliance considerations
• Strong relationship-building and communication skills, with the ability to influence executive stakeholders and navigate ambiguity
• Track record of driving product adoption, expansion, and retention across multiple customer segments
• Ability to lead cross-functional initiatives and collaborate with internal teams to solve client challenges
• A proactive, solutions-oriented mindset and a strong sense of ownership
• Comfort with CRM tools (e.g., Salesforce) and customer success platforms
• Experience working in early-stage startups

Diversity & Inclusion

Synctera is committed to having a workforce that is reflective of the diversity within the United States and Canada. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Synctera.

Benefits

• 100% employer paid medical, dental, and vision benefits for US and Canadian employees and dependents 
• Employer contribution to HSA for US employees 
• Annual HCSA and generous extended health care coverage for Canadian employees and dependents 
• 401(k) for US employees and RRSP for Canadian employees
• Mental health resources available for all employees 
• Unlimited paid time off 
• Generous paid new parent leave program 
• Home office setup stipend 
• Stock options program for all employees 
• Growth potential and opportunity to have a significant impact at an early stage of our company's journey
• Working alongside a skilled and passionate team

The base salary for this full-time position (USD: $130,000-$160,000 CAD: $115,000-$145,000) is determined by role, level, and location. The range informed in this job posting reflects the minimum and maximum target for new hire salaries across all US and Canadian locations. Within the range, individual pay will be determined by work location, job-related skills, experience, relevant training, and other factors.

To all recruiters and recruitment agencies: Synctera does not accept unsolicited resumes. Please do not forward resumes to our jobs alias or to Synctera employees without an active vendor agreement in place. Synctera is not responsible for any fees related to unsolicited resumes.