SaaS Customer Success Lead

As a Customer Success Lead, you’ll be the driving force behind turning Sydnee trial users into raving fans and long-term subscribers.

Sydnee is a client portal SAAS service owned by Birch River. We have recently found PMF with our small outbound efforts over the past year as we developed it. We're now looking to invest into the platform starting with a passionate success manager wanting to help us build.

You'll manage the customer journey from onboarding to renewal, with a focus on demonstrating the value of Sydnee, providing light sales support, and ensuring clients achieve their goals.

A sharp product sense is important — someone who can anticipate client needs, identify gaps, and communicate insights that improve the product experience.

We are looking for someone who is not only excited to implement these systems but also passionate about helping build them. This role offers significant freedom to innovate, and we’re seeking a self-starter who is eager to take ownership of this area of the platform.

If you have a knack for building relationships, communication, conducting compelling product demos, and want a hand in shaping the product, we want to hear from you.

Trial Conversion & Customer Retention:

• Actively engage with free trial users to identify their needs and demonstrate how Sydnee provides impactful solutions.
• Design and implement systems and automations to streamline the trial-to-paid conversion process, ensuring scalability and efficiency.

Onboarding & Product Demos:

• Conduct personalized product demonstrations that highlight Sydnee’s value in clear, compelling ways.
• Ensure a smooth onboarding process, helping clients set up and customize their Sydnee accounts for success.
• Update support documentation based on customer experiences to ensure resources are accurate, helpful, and reflective of real-world use cases.

Relationship Management:

• Be the primary point of contact for trial users and subscribers, offering timely, empathetic support.
• Build strong, long-term relationships that foster loyalty and customer advocacy.

Feedback Loop for Innovation:

• Test new features and provide feedback
• Gather and communicate customer feedback to product teams to enhance functionality, inform roadmap decisions, and improve the user experience.
• Collaborate on light product work, such as identifying opportunities for feature improvements or testing solutions to ensure they address customer pain points effectively.
• Help refine processes to maximize client satisfaction and improve conversion rates.

Team Support

• We are a small, close-knit team, which means you’ll have the opportunity to contribute to other areas of the business as needed.
• Whether it’s lending a hand with marketing campaigns, brainstorming product ideas, or refining internal processes, your input will be valued across the board.
• This role is perfect for someone who enjoys variety, thrives in a collaborative environment, and is eager to grow alongside a dynamic team.

Requirements

• Enjoys for working with customers, account management, and software
• Demonstrated ability to analyze problems, iterate on solutions, execute measurable outcomes, and going above and beyond
• Strong communication and interpersonal skills, with an aptitude for simplifying technical concepts.
• Proficiency with software tools and a passion for improving them
• Self-starter with excellent organizational skills and a proactive mindset
• Familiarity with digital marketing and/or experience working with marketing agencies is a plus

Benefits

• Health Care Plan (Medical, Dental)
• Retirement Plan (Employee Matched 401k )
• Paid Time Off (Federal holidays off and PTO)
• Hybrid