Senior Customer Success Manager

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

Role Overview

We are seeking an experienced Senior Customer Success Manager (CSM) to support our Oracle customer portfolio across North America. This role is responsible for building strong executive relationships, ensuring customer satisfaction, and driving the overall success of our managed services engagements.

The Senior CSM will act as the primary customer advocate and strategic advisor, ensuring alignment between customer business objectives and the services delivered by Syntax. This role requires extensive experience managing enterprise customers, strong communication skills, and a solid understanding of ERP ecosystems and cloud managed services.

Key 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.

Required Qualifications

• 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).

Preferred Qualifications

• 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.

Key Competencies

• Executive communication and relationship management
• Strategic customer engagement
• Service governance and operational oversight
• Escalation management and problem resolution
• Cross‑functional collaboration

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.