Customer Success Manager | Remote | Full-time, USA

ABOUT SYNUP

Synup is the best-in-class digital presence and listings management platform, built for agencies and multi-location brands that need to be found, trusted, and chosen everywhere their customers are searching. Our technology sits at the cutting edge of local search, reputation, and location data, processing and syncing information across hundreds of directories, maps, and platforms in real time. Synup has consistently been ranked as the top tool in our categories: listings management software, reviews management software & SEO tracking tools.

We're a fast-paced, high-growth company where the product roadmap moves quickly and so do the people who build and sell it. Every function operates close to the business: engineering ships fast, go-to-market moves fast, and Customer Success sits right at the center of it all, working directly with the executive team on the decisions that matter most. At Synup, your work is never lost in a large org chart. Individual contributors shape strategy, get visibility with leadership, and see the direct impact of their work on the business every week.

THE ROLE

We're hiring a Customer Success Manager to own a high-volume book of business and act as a strategic partner to our customers. This is a renewal-first, retention-obsessed role: you will be the single point of accountability for whether an account renews, grows, or churns, and you'll operate with real ownership over that outcome, not just activity.

This role goes beyond traditional account management. You'll be expected to spot commercial opportunities in client conversations, bring creative, technology-enabled solutions to the table, and occasionally build the answer yourself rather than waiting in a queue. You'll work with real accountability, real access to leadership, and real room to operate.

WHAT YOU'LL DO

• Own end-to-end customer relationships from onboarding through renewal, treating every account as a renewal-first responsibility with zero tolerance for surprise churn
• Maintain continuous, real-time visibility into renewal dates, likelihood, and risk, initiating renewal conversations early and keeping them active, never leaving leadership caught off-guard by a lost renewal
• Drive product adoption through structured success planning, regular engagement, and clear articulation of the value each customer is realizing from Synup’s listings management, review monitoring, SEO & AI marketer tools
• Run effective, outcome-oriented client meetings with clear agendas, documented next steps, and follow-through
• Detect early churn signals by continuously monitoring usage, responsiveness, and friction patterns, and escalate with context and a plan, prioritizing prevention over post-churn analysis
• Share churn risk patterns and account insights with CS leadership to support systematic, company-wide retention improvements
• Actively engage clients in business development conversations, spotting opportunities to add value beyond the core product and positioning Synup as a genuine growth partner, not just a vendor
• Uncover and position expansion opportunities based on customer needs, usage growth, and scale signals, and share qualified insights with Sales to support joint conversations
• Use AI tools to rapidly prototype custom solutions and proofs-of-concept tailored to a client's specific workflow or use case
• Build lightweight solutions directly for clients when the need arises, especially for trivial or quick-turnaround requests, rather than routing every ask through Product or Engineering
• Prioritize effort across a large, diverse portfolio, protecting every renewal while focusing the deepest attention on your highest-value, highest-potential accounts
• Maintain the CRM as the single source of truth: clean, accurate, up-to-date account data, with meaningful interactions, risks, and outcomes logged promptly
• Reinforce onboarding outcomes well beyond the initial 90 days so customers keep translating setup into ongoing, provable value
• Provide structured product feedback on the platform experience, distinguishing isolated issues from systemic gaps, and flag customers suited for pilots or early access
• Partner closely with Sales, Support, and Product to deliver seamless client outcomes, and flag process gaps or unclear handoffs with an ownership mindset
• Set and manage client expectations clearly and honestly, even under pressure, while continuing to find and deliver value at every touchpoint
• Be the person clients trust most and rely on: the MVP of their experience with us, and the first name they think of when something needs to get done

WHAT SUCCESS LOOKS LIKE

• Renewals are predictable, proactive, and value-driven, never a surprise
• Customers actively adopt and expand their use of Synup over time
• Clients see you as their MVP: the person who delivers value consistently, not just the person who answers when something's wrong
• Expectations are set clearly up front and managed honestly throughout, so trust never erodes even when the news is hard
• Risks are identified early, documented clearly, and addressed decisively
• Client relationships are trusted, consistent, and outcome-focused

WHAT WE'RE LOOKING FOR

• 3+ years of experience in Customer Success, Account Management, or Client Services, ideally in B2B SaaS
• A verifiable history of turning around at-risk accounts and growing healthy ones: you can point to specific accounts you've saved or expanded and explain how
• Comfortable driving business development conversations with clients, identifying opportunities to add value and expand the relationship, not just servicing what's asked
• Hands-on experience using AI tools to prototype or build custom solutions, or a genuine willingness and ability to pick this up quickly, and comfort building simple, direct solutions for clients when a need arises
• Quick to learn new technology and adapt to new tools, and you pick up new systems fast and don't need extensive ramp-up time
• Strong time management and prioritization skills in a high-account-load environment
• Ability to run structured, outcome-oriented customer conversations and drive them to resolution
• A consultative mindset with a natural ability to spot growth and expansion opportunities
• Experience working with CRMs and other relevant customer success or sales tools as a daily operating system, not an afterthought
• Clear, confident communication with stakeholders ranging from end users to executives
• Strong ownership mentality and bias toward action; you flag problems with a plan, not just a symptom
• Ability to balance reactive issue resolution with proactive, structured value creation
• Bonus: experience with marketing SaaS, local SEO, listings management, or agency-focused products

WHY JOIN SYNUP

• Work on the best-in-market listings and digital presence platform, backed by cutting-edge technology and strong product momentum
• A fast-paced environment where decisions move quickly and your work has visible, immediate impact
• Direct exposure to and collaboration with the executive team; your account insights shape company strategy, not just your own book
• Clear ownership and accountability, with performance-based incentives tied directly to the outcomes you drive
• Room to bring creativity and technology into the role, using AI tools, build things, and solve problems your own way
• The opportunity to work with agencies and multi-location brands at scale, in one of the fastest-growing categories in SaaS

Synup | New York, NY

Pay: $80,000.00 - $130,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance
• Work from home

Work Location: Remote