Head of Customer Communications

About Synder

Synder is an accounting automation software helping accounting professionals and business owners to record, reconcile and recognize ecommerce sales and subscriptions.

For additional background:

• Synder connects all sales channels and payment methods into one ecosystem using our own unified API;
• Synder automatically sorts this data out in the accounting system, making it a single source of truth for a business;
• Today, almost 5,000 businesses use Synder on a daily basis;
• $7B+ worth of transactions were processed by the platform in 2023.

Synder is seeking an experienced person to lead and manage our Customer Communication team that works with accountants and business owners. The ideal candidate will have a deep understanding of customer metrics, as well as experience in managing success and support teams and will be familiar with the financial metrics of the product.

What You Will Do

• Develop and implement success strategies to drive customer retention and growth 
• Lead and manage the Support and Success teams to ensure they are meeting performance goals 
• Create and implement strategies to improve customer communication and service.
• Monitor and analyze customer metrics to identify trends and areas for improvement 
• Continuously evaluate and improve processes to drive efficiency and effectiveness to reduce churn and increase upgrades and upsells 
• Collaborate with the Product team to identify areas for product improvement and influence the Roadmap
• Build a customer-first culture across the teams

What You Need

• 5+ years of experience in leading and managing Success Teams
• Fluent English skills 
• Strong understanding of customer metrics and experience in financial performance analysis 
• Experience with HubSpot
• Excellent communication and leadership skills 
• Ability to analyze data and make data-driven decisions
• Experience in product management would be a plus