Senior Customer Success Specialist (Theia)
About The Position
The Senior Customer Success Specialist role expands SynMaxâs Customer Success capability for Theia, supporting a growing global customer base across government, defense, and allied markets. This role is a senior individual contributor position, focused on high-quality execution, customer enablement, and day-to-day success delivery. You will work closely with customers to ensure they are onboarded effectively, trained to use Theia with confidence, and supported throughout their lifecycle. This role is hands-on and customer-facing, designed to increase coverage, resilience, and consistency as the Customer Success function scales. Core Purpose This role exists to: - Ensure customers successfully adopt and use Theia in their day-to-day workflows. - Deliver consistent onboarding, training, and enablement across a growing customer base. - Act as a reliable point of contact for customers, reinforcing trust and long-term relationships. - Feed structured customer feedback and insights back into Product and Business Development.
Requirements
- Must hold a clearance or willing to obtain one
- Experience in the defense space in customer success, support, or customer-facing role within a technology or data-driven company.
- Strong communication skills and confidence working directly with customers.
- Ability to learn and explain technical products clearly and practically.
- Organised, reliable, and comfortable handling multiple customers and priorities.
- Collaborative mindset and willingness to work closely with internal teams.
Responsibilities
- Support end-to-end onboarding of new customers, ensuring they are set up for success from day one.
- Deliver product training sessions, walkthroughs, and best-practice guidance tailored to customer needs.
- Develop and maintain onboarding materials, documentation, and enablement resources.
- Act as a primary day-to-day contact for assigned customers.
- Respond to customer questions, issues, and requests in a timely and professional manner.
- Escalate technical or product issues appropriately and follow through to resolution.
- Build strong working relationships with customers through regular touchpoints and proactive communication.
- Identify common challenges, usage patterns, and opportunities for improved enablement.
- Capture and communicate customer feedback, use cases, and pain points to internal teams.
- Work closely with Product, Engineering, and Business Development to support customer needs.
- Assist with customer-facing demonstrations or sessions as required.
- Contribute to the continuous improvement of Customer Success processes and standards.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
11-50 employees
