Customer Success Manager

At Syncro, our Vision is a world where all businesses thrive on enterprise-grade digital platforms - empowering them to compete, innovate and grow without limits.  We're on the lookout for collaborative individuals with diverse perspectives willing to  bring their authentic selves to a culture that prioritizes the employee and customer experiences. As a remote-first software company, we are relentlessly focused on living our core values. Please take a moment to reflect on whether you resonate with our company's core values and culture. If you believe you're ready to embark on a journey of delivering incredible customer experiences as a part of the Syncro team, then dive into the job details below!

Core Values: At Syncro we believe that companies with a strong, collaborative and inclusive culture perform better and provide a great working environment.  

• Be Customer Obsessed: Prioritize our customer’s success and drive value for them
• Innovate with Agility: Adapt, experiment and take risks
• Deliver Results: Operate with urgency, focus and accountability
• Collaborate Openly: Inclusivity of people, ideas and information
• Operate with Integrity: Do the right thing through transparency and fairness
• Celebrates the Wins: Illuminate accomplishments and recognize one another

Benefits Quick Overview:

• Pay Range: $71k - $99k (Targeting $85k) Variable Compensation: $17,000 (capped)
• Remote first: We are the PIONEERS of “work from home” - remote work is all we have ever done and we do it well!  Our team members are all over the globe working from home and striking an awesome balance in their lives.
• Equity Appreciation Program: Syncro offers an equity program that everyone participates in
• Unlimited PTO: With a 2 week annual minimum, Syncro wants you to take time when you need it.
• 401k Plan: A hassle free plan with a 2.5% company match of your annual salary.
• Health Insurance: Syncro covers 95% of the monthly premiums for you and your dependents. Plus our plans have extremely low deductibles and out of pocket costs that don't sacrifice great coverage for you or your family anywhere in the US.
• Parental Leave: Up to 6 weeks paid parental leave so you can focus on the new addition to your family
• And more!: Ask us about our other benefits like Pet Insurance, Flexible Spending Accounts, 100% employer paid Short Term Disability, and Ultra-Remote Work. 

The Opportunity: Syncro is seeking an experienced and proactive Customer Success Manager to join our growing team. As a CSM, your mission is to act as a strategic consultant to our Managed Service Provider (MSP) customers—maximizing the value they derive from our platform and driving strong retention and Net Revenue Retention (NRR) outcomes.

You’ll own the full post-sale customer lifecycle—from onboarding and product adoption to renewal and expansion. You’ll build trusted, consultative relationships and offer actionable insights that help customers achieve their goals with Syncro and our XMM (Extended Monitoring Management) offering—a powerful combination of RMM, PSA, and M365 capabilities.

This is a great opportunity for someone who thrives in a fast-paced, evolving environment, enjoys leveraging technology to manage and streamline their responsibilities, and is excited to help shape and scale best-in-class customer engagement strategies.

What You’ll Be Doing:

• Serve as a trusted advisor to a high-volume portfolio of MSP customers (up to 200 accounts), helping them unlock the full value of the Syncro platform.
• Enable customers through live configuration support, sharing best practices and guidance on how to manage and grow their business using key Syncro features.
• Conduct strategic consultations to ensure customers are achieving their goals and realizing long-term value from the platform.
• Track engagement activity in Planhat, maintaining clear visibility into account adoption, health, risk and business objectives.
• Independently manage your book of business, proactively identifying and mitigating risk to drive retention and expansion.
• Recommend and drive adoption of Syncro Marketplace/XMM offerings to support customer growth.
• Create scalable resources such as video content, Syncro Academy modules, and best practice documentation.
• Lead live webinars to educate and engage our customer base.
• Collaborate cross-functionally with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience.
• Represent Syncro at occasional industry events and trade shows (minimal travel required).

Must have skills:

• 2+ years in a Customer Success or Account Management role supporting small business customers (typically <10 employees).
• Proven success driving renewals, adoption, and upsell within a growing customer base.
• Experience guiding customers through technical software configuration and onboarding processes.
• Prior exposure to the MSP or IT Services industry is a strong plus.
• Familiarity with Customer Success Platforms such as Planhat (experience with Gainsight, ChurnZero, or Totango is also valued).
• Excellent communication, relationship-building, and strategic problem-solving skills.
• Ability to recognize patterns in behavior, de-escalate difficult conversations, and advocate for customers.
• Comfortable operating autonomously in a remote, high-change environment with evolving tools and processes.

Nice to have skills:

• Experience using Salesforce or similar CRM platforms.
• Background in creating scalable content (videos, webinars, documentation).
• Strong technical aptitude and passion for continuous learning.
• Goal-oriented with a metrics-driven mindset and desire to exceed performance targets.

Interview Process: At Syncro we believe in transparency and providing candidates with as much information as possible so you can make an informed decision during your job search. Below are the steps of the interview process you can expect:

• Initial Zoom call with HR
• Hiring Manager Interview
• CRO Interview
• Presentation Interview

Company Details: If you’re curious about learning more about Syncro, read on and visit the links below.

Syncro is a B2B SaaS company with a highly collaborative and creative team serving the Managed Services Provider (MSP) industry. Picture an MSP as a company’s outsourced IT department - our platform empowers them with the tools and automation they need to run their businesses and supercharge their client services.  Our goal is to empower our customers (we call them partners) to thrive through operational excellence. We're all about making it happen together!

To see more about our product, and what it’s like to work here at Syncro, check us out online:

• Website: www.syncromsp.com
• Glassdoor: https://www.glassdoor.com/Overview/Working-at-Syncro-EI_IE4650167.11,17.htm
• LinkedIn: https://www.linkedin.com/company/syncromsp/mycompany/
• Life at Syncro Instagram: https://www.instagram.com/lifeatsyncro/ 

Syncro is an equal opportunity employer. We are committed to creating an inclusive environment where all employees can thrive and do their best work, free from discrimination and harassment.