Senior Customer Success Manager
About The Position
Sydecar is on a mission to transform the world of private markets by making them more accessible, transparent, and liquid. The company revolutionizes the way investment vehicles are created and executed, acting as a trusted partner in venture capital. Sydecar simplifies and standardizes the private investing experience, allowing capital allocators to focus on discovering and supporting entrepreneurs. The platform automates banking, ensures compliance, handles contracts, manages taxes, and streamlines reporting, freeing investors to concentrate on making deals and nurturing relationships.
Requirements
- 5 to 8 years of experience in customer success, account management, or a client-facing role at a fintech, SaaS, or financial services company.
- Experience owning renewals end to end.
- Ability to have direct pricing conversations.
- Experience making the case for expansion when the timing is right.
- Comfortable presenting to a GP or CTO.
- Ability to investigate technical issues, such as why a data field is returning incorrectly in an API response.
- Operates from a system to prevent accounts from falling through the cracks.
- Experience building processes to address recurring problems.
- Experience managing high-stakes customer relationships.
- Judgment to know when to escalate, when to hold firm, and when to pick up the phone.
Nice To Haves
- Experience with API products.
- Experience in venture capital.
- Experience with SPV administration.
Responsibilities
- Manage complex customer relationships, including API clients and enterprise accounts.
- Run quarterly business reviews (QBRs).
- Own renewals from start to finish.
- Manage customer escalations.
- Ensure customer feedback influences internal product, engineering, and operations decisions.
- Manage accounts with high deal volume and activity.
- Start each week by identifying accounts needing attention (e.g., open drafts, upcoming renewals, quiet accounts, API issues).
- Run customer calls at all levels, from routine check-ins to QBRs.
- Debrief internally after customer calls to keep product and operations informed.
- Build templates and processes for the customer success function, such as QBR decks, renewal playbooks, and escalation workflows.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
