Customer Success Manager

About Us

Cynch is a fast-growing, AI startup on a mission to empower small businesses.  We combine reasoning, machine learning, and generative AI to help business owners make better financial decisions. We are a team of experienced AI scientists, engineers, and operators passionate about the financial well-being of individuals and businesses, and we look for people who share that passion.

About the Job

At Cynch, our customer success associates are called, Client Advocates. They are the primary point of contact for our clients and are responsible for the client experience.

As the Lead Client Advocate, you will be responsible for a team of Client Advocates. You will be a player/coach, both managing the team and acting as a primary point of contact for a select group of clients. You will ensure the firm delivers an exceptional client experience by collaborating with operations, product, and engineering to manage escalations, optimize workflows, and ensure client satisfaction.

Key Responsibilities

• Team Leadership & Supervision: Manage a team of 6-10 Client Advocates, providing guidance, support, and professional development opportunities
• Client Onboarding & Engagement: Oversee the onboarding process for new clients, ensuring all necessary documentation is in place and initial meetings run smoothly. Develop strategies to strengthen ongoing client engagement and identify potential opportunities for cross-selling or upselling additional services.
• Client Relationship Management: Act as the primary point of contact for high-profile clients or complex cases requiring senior-level attention. Build strong relationships with key clients, understanding their needs, concerns, and ensuring proactive communication.
• Service Delivery Oversight: Take a data-informed approach to ensure clients receive a high level of service and increase customer satisfaction. Collaborate with the accounting, tax, and operations teams to ensure that client expectations are met, managed, and aligned with the firm’s service standards.
• Escalation & Problem Resolution: Handle escalated client concerns that require higher-level intervention, offering solutions and working closely with the appropriate teams to resolve issues. Develop strategies to address recurring client service challenges and prevent future escalations.

Requirements

• 5+ years of experience in client relationship management or customer success
• 2+ years managing direct reports
• Proven ability learn complex topics in a regulated domain (tax, financial services or healthcare, as examples)
• Exceptional communication skills to build internal and external relationships
• Demonstrated ability to problem-solve, iterate on processes, and improve systems
• Demonstrated ability to manage multiple projects and clients simultaneously
• Proficiency in CRM software, support software, and Microsoft Office Suite

Bonus Points

• Familiarity with US tax laws and regulations
• Experience growing a customer success team 5x

Benefits

• Competitive salary
• Comprehensive benefits package that includes health, dental, vision, and 401(k)
• Flexible PTO