Senior Specialist, Customer Success

About us @Symphony

We’ve spent the last 10 years building the financial markets largest, most trusted communication network. Over 500 market participants across the buy-side, sell-side, securities servicing, and beyond. Over half a million users from trading desks to operations and custody teams interacting securely and in real-time on Symphony.

But that was only chapter one. We’re now using our technology foundation to accelerate far beyond secure collaboration to become the standard connective layer that enables more efficient and automated workflows across the industry to bring the future to financial markets.

The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere.

Role Description:

The Senior Customer Success Specialist is a strategic, customer-focused leader responsible for ensuring customers maximize the value of Symphony post-sale. This role partners closely with Account Management, Sales, Marketing, and Product teams to drive adoption, increase utilization, and identify growth opportunities within customer firms.

The ideal candidate will have a strong understanding of customer business processes, industry best practices, and Symphony’s technical capabilities to deliver tailored solutions. They will proactively engage with customers, demonstrating advanced product features to solve business challenges and drive return on investment.

Additionally, this role requires leadership experience, as the candidate will mentor and guide junior team members, ensuring best practices in customer engagement. A strong commercial mindset is essential, as they will identify expansion opportunities and contribute to revenue growth by aligning customer success initiatives with business objectives.

Responsibilities:

• Lead and mentor team members, fostering a high-performance culture and knowledge sharing.
• Partner with Account Management and Sales teams to ensure successful deployment, onboarding, and ongoing engagement with Symphony, driving adoption and measurable ROI for customers.
• Drive customer adoption and engagement, ensuring Symphony is fully integrated into customer workflows.
• Develop strategic plans for customer engagement and re-engagement, ensuring smooth execution and proactive issue resolution.
• Work collaboratively with Marketing and Product teams to define and develop training materials, customer resources, and engagement strategies.
• Track and analyze customer engagement metrics and Symphony adoption programs, continuously optimizing strategies for effectiveness and impact.
• Leverage commercial awareness to identify expansion opportunities, upsell potential, and risks, working closely with sales teams to drive revenue growth.
• Demonstrate a self-starter, creative approach, continuously looking for new ways to improve processes, enhance customer experiences, and drive business impact.
• Work in a fast-paced, customer-facing environment, frequently engaging with clients on-site.

Required Qualifications:

• 7+ years of experience in Customer Success, supporting a FinTech, Financial Services, or Enterprise SaaS product.
• Proven experience leading a team or mentoring junior team members in a customer-facing environment.
• Strong commercial acumen, with the ability to identify growth opportunities and contribute to revenue-driving initiatives.
• Highly organized, self-sufficient, and capable of managing multiple customer needs effectively.
• Comfortable working in a fast-paced environment and engaging with clients onsite.
• Excellent communication and presentation skills, with a track record of influencing stakeholders at all levels.
• Tech-savvy, with the ability to learn and leverage various tools and technologies for customer engagement.
• Experience with CRM systems (e.g., Salesforce and HubSpot) and data analytics platforms (e.g. DOMO and Tableau)

Preferred Qualifications:

• Experience in project management and process improvement.
• Strong understanding of financial services and enterprise communication tools.
• Fluency in Spanish or Portuguese is a plus.

Compensation:

• Salary range $110,000-130,000
• Bonus Plan: 19%
• Benefits and Perks vary based on location.

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. 

Symphony reserves the right of ownership for all unsolicited resumes submitted for this requisition and is not responsible for any fees associated with unsolicited resumes.