Senior Customer Success Manager

Synapse Analytics
Egypt
Workplace: HybridContractFunction: Customer Success & Account ManagementExperience: 4-7 yearsEducation: bachelorsSkills: ["Critical thinking","Problem solving","Stakeholder management","Analytical thinking","Active listening"]

Own post-live client relationships for Synapse’s AI-powered credit and risk products, ensuring continuous value extraction, healthy adoption, and measurable outcomes. Proactively identify friction, product gaps, and expansion opportunities while serving as the bridge between clients and internal Product, Engineering, and Forward Deployed Engineers. Drive retention and growth through QBRs and executive touchpoints, translate client feedback into structured product input, and maintain portfolio-wide health reporting.

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FursaFursa
Synapse Analytics
Synapse Analytics
2 months ago

Senior Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Own post-live client relationships for Synapse’s AI-powered credit and risk products, ensuring continuous value extraction, healthy adoption, and measurable outcomes. Proactively identify friction, product gaps, and expansion opportunities while serving as the bridge between clients and internal Product, Engineering, and Forward Deployed Engineers. Drive retention and growth through QBRs and executive touchpoints, translate client feedback into structured product input, and maintain portfolio-wide health reporting.
Location: Egypt
Workplace: Hybrid
Employment Type: Contract · Permanent
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Act as the single accountable point of contact for assigned post go-live clients, owning relationship health and continuity.
  • •Monitor product health and adoption in each client environment, coordinating updates/rollouts and acting as first-line triage for client-reported issues.
  • •Capture and synthesize client feedback (feature requests, pain points, workflow gaps) and translate it into structured, prioritized inputs for Product and Engineering.
  • •Drive retention, identify and pursue upsell/expansion opportunities within accounts, and support renewal planning and executive relationship management.
  • •Manage a multi-client portfolio with structured account records and success plans, reporting portfolio health and account status to the Head of Delivery & Customer Success.

Key Requirements

  • •4–7 years of experience in customer success, account management, client delivery, or a senior client-facing role in technology/SaaS/fintech/enterprise software.
  • •Proven experience owning post-live client relationships and driving measurable retention, satisfaction, and growth across a portfolio.
  • •Strong client-facing communication and fluency in both English and Arabic (written and spoken), able to lead structured executive discussions and handle difficult conversations.
  • •Comfort engaging confidently on technical product, integration, and operational topics in a client-facing context.
  • •Experience with banking/financial institutions or regulated enterprise clients is strongly preferred; familiarity with AI/data analytics/ML deployments is a plus.
Experience:4-7 yearsSaaSFintechEnterprise softwareBankingFinancial servicesAIData analyticsMachine learningCredit riskCompliance
Education:Bachelor's
Skills:Critical thinkingProblem solvingStakeholder managementAnalytical thinkingActive listening
Languages:EnglishArabic
Tech Stack:SalesforceHubSpotGainsightNotionCRMProject trackingCustomer success toolsQBR decks

Company Brief

Synapse Analytics
Builds data and AI platforms that help enterprises unify information, generate insights, and operationalize machine learning use cases. The company focuses on analytics modernization, decision support, and data-driven transformation for business customers.
Industry: Data Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Cairo, Egypt
Founded: 2018
WebsiteLinkedIn