Senior Customer Success Manager

syntax•Durham, NC

1d•Remote

About The Position

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications, offering comprehensive technology solutions since 1972. They possess expertise in implementing and managing ERP deployments (Oracle, SAP) within secure and resilient private, public, or hybrid cloud environments. With strong technical and functional consulting services, coupled with world-class monitoring and automation, Syntax serves major corporations across diverse industries in North America and globally. The company partners with leading technology providers such as Oracle, SAP, AWS, Microsoft, and IBM. This role seeks an experienced Senior Customer Success Manager (CSM) to manage Syntax's Oracle customer portfolio across North America. The Senior CSM will be responsible for cultivating strong executive relationships, ensuring high customer satisfaction, and driving the overall success of managed services engagements. This position requires the individual to act as the primary customer advocate and strategic advisor, aligning customer business objectives with the services provided by Syntax. Extensive experience in managing enterprise customers, strong communication skills, and a solid understanding of ERP ecosystems and cloud managed services are essential for this role.

Requirements

10+ years of experience in Customer Success, Technical Account Management, Service Delivery Management, or similar roles.
Experience managing enterprise‑level customers and complex IT environments.
Strong knowledge of ERP platforms (Oracle, SAP, JDE, or similar).
Solid understanding of cloud infrastructure and managed services.
Excellent communication, presentation, and stakeholder management skills.
Ability to engage effectively with technical teams and executive leadership.
Strong organizational, analytical, and problem‑solving skills.
Professional proficiency in English (written and verbal).

Nice To Haves

Experience supporting Oracle environments or Oracle Cloud Infrastructure (OCI).
Background in managed services providers (MSP) or enterprise IT services organizations.
Experience working in large, multi‑stakeholder customer environments.

Responsibilities

Serve as the primary point of contact and trusted advisor for assigned Oracle customers.
Build and maintain strong relationships with customer stakeholders, including executive leadership.
Lead service review meetings, operational calls, and executive business reviews.
Coordinate with internal delivery, infrastructure, and support teams to ensure consistent service delivery and issue resolution.
Monitor service performance, SLAs, and customer health indicators, proactively identifying risks and improvement opportunities.
Drive customer success planning and ensure services align with customer business objectives.
Support contract governance, escalations, and service improvement initiatives.
Partner with internal teams to ensure effective communication, transparency, and operational alignment.
Collaborate with sales and leadership teams on account strategy, renewals, and growth opportunities.
Act as a senior escalation point for complex customer issues when necessary.