Customer Success Lead

About Synder

Synder is an easy accounting platform helping accounting professionals and business owners to record, reconcile and recognize online sales and subscriptions.

For additional background:

• Alumni of Y Combinator, a leading startup accelerator;
• Alumni of the AICPA accelerator program for accounting innovations;
• Member of the BDO Alliance USA, one of the largest networks of independent accounting, tax, and advisory firms;
• Trusted by accountants as a top integration for QuickBooks;
• Spotlighted as “Popular with Businesses in the United States” on the Shopify App Store;
• Today, almost 5,000 businesses use Synder on a daily basis;
• $10B+ worth of transactions were processed by the platform in 2024.

About the Role

As we continue to scale rapidly, we’re seeking a Customer Success Lead

who’s ready to push boundaries and build a world-class success organization. This role is for someone who thrives in fast-paced environments, holds the bar high for themselves and others, and is motivated by impact.

You’ll lead and grow both our Customer Success Managers (CSMs) and Customer Onboarding Managers (COMs), ensuring every customer touchpoint—from kickoff to renewal—is a moment of value. If you’re excited to shape how Customer Success operates in a high-growth SaaS company and aren't afraid of high expectations, we want to talk.

What you will do

• Own and elevate the full customer journey — from onboarding to expansion and renewal.
• Lead, coach, and challenge our CSM and COM teams to deliver exceptional service and proactive support that drives loyalty.
• Raise the bar for excellence by cultivating a high-performance, customer-obsessed team culture.
• Act as the voice of the customer, ensuring product, sales, development and support teams are aligned around customer needs and expectations.
• Drive outcomes, not just activities — ensuring customers realize measurable success and value from Synder.
• Solve complex, high-stakes customer problems, and guide your teams through ambiguity and change.
• Spot revenue opportunities and support expansion through upsell/cross-sell collaboration.
• Own key success metrics including onboarding timelines, CSAT, retention, and expansion, and implement initiatives to improve them.
• Run strategic QBRs and executive check-ins to continuously reinforce value and deepen relationships.

What we expect from you

• 5+ years in Customer Success or customer-facing roles, with 2+ years leading CS or onboarding teams in SaaS or B2B.
• Strong leadership presence with the ability to motivate, challenge, and grow high-performing teams.
• Excellent communication in English (C1+), both written and verbal.
• Strategic thinker with a data-driven mindset — you make decisions based on insights, not instinct.
• Hands-on experience with CS tools and CRMs (HubSpot, Salesforce, Gainsight, etc.).
• Proven ability to build trust with executive-level customers and deliver impactful business reviews.
• Ability to work 5 days a week, from 2 pm to 10 pm CET.

Bonus points if you have

• Experience managing cross-functional or globally distributed teams.
• Familiarity with integrations, APIs, and translating technical workflows into business value.

What we’re building

We’re building a Customer Success team that’s not just reactive, but strategic and indispensable. If you’re looking for a role where you’ll be challenged every day—and where your work will directly shape the success of the company and our customers—this is it.