Senior Customer Success Manager

About the Role

As a Senior Customer Success Manager at Synapse Analytics, you are the primary owner of the client relationship from the moment a product goes live. You are the face of Synapse to our clients post-deployment - a trusted advisor who ensures they are continuously extracting value from our AI-powered credit and risk products, that the product is performing as expected, and that the relationship is healthy, growing, and built on confidence in Synapse as a long-term partner.

This is not a passive relationship-maintenance role. You will be deeply embedded in your clients' day-to-day realities, proactively identifying friction points, product gaps, and expansion opportunities. You will serve as the critical bridge between the client and Synapse's internal teams - translating client feedback into structured, actionable input for Product and Engineering, coordinating the rollout of updates and new features, and surfacing the right commercial opportunities at the right moments. You will carry a portfolio of post-live clients and be accountable for their retention, satisfaction, and growth.

Responsibilities

Client Relationship Ownership

• Serve as the single, accountable point of contact for all assigned clients post go-live, owning the health, depth, and continuity of each relationship.
• Build trusted, senior-level relationships with client stakeholders across IT, business, risk, and executive functions at banking and financial institution clients.
• Conduct regular structured touchpoints - quarterly business reviews, monthly check-ins, and ad hoc sessions - ensuring clients feel heard, informed, and supported at all times.
• Navigate complex, multi-stakeholder client environments with professionalism and political awareness, managing competing priorities without losing client trust.
• Maintain a deep understanding of each client's business context, goals, and constraints so that your engagement is always relevant, timely, and value-driven.

Product Health & Operational Oversight

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Experience

• 4-7 years of experience in customer success, account management, client delivery, or a senior client-facing role within a technology, SaaS, fintech, or enterprise software environment.
• Proven track record owning post-live client relationships and driving measurable retention, satisfaction, and growth outcomes across a portfolio of accounts.
• Experience working with banking, financial institutions, or regulated enterprise clients is strongly preferred.
• Familiarity with technical product environments - you do not need to be an engineer, but you must be comfortable engaging on product, integration, and operational topics with credibility.

Client Management & Communication Skills

• Full professional fluency in both English and Arabic (written and spoken) - mandatory.
• Highly credible and confident in senior and executive client-facing settings; able to lead structured meetings, facilitate difficult conversations, and build lasting trust.
• Exceptional written communication; able to produce polished, professional client-facing artefacts including account plans, QBR decks, meeting summaries, and escalation briefs independently.
• Strong active listening and stakeholder management instincts - attuned to what clients say, what they mean, and what they need.

Critical Thinking & Problem Solving

• Strong analytical and critical thinking skills; able to assess complex client situations, identify root causes, and design structured responses that balance client expectations with Synapse's operational realities.
• Comfortable holding ambiguity - not every client issue has an immediate answer, and this role requires calm, methodical problem-solving under pressure.
• Able to distinguish client feedback that should drive product change from feedback that requires expectation management, and articulate that distinction clearly to both sides.

Organisation & Attention to Detail

• Exceptionally organised; able to manage a multi-client portfolio without letting any account fall through the cracks.
• Disciplined…