Role Overview
The Senior Customer Success Specialist role expands SynMax’s 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.
Key Responsibilities
Customer Onboarding & Enablement
- 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.
Ongoing Customer Support
- 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.
Customer Engagement & Insight
- 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.
Internal Collaboration
- 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.
What Success Looks Like
- Customers are onboarded efficiently and use Theia with confidence.
- High levels of customer satisfaction and engagement.
- Reduced friction and repeat questions through improved documentation and enablement.
- Clear, actionable customer feedback informs product and commercial decisions.
What We’re Looking For
- 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.
Why SynMax
You’ll join a small, growing Customer Success function at a pivotal stage, with the opportunity to make a visible impact on customer experience and product adoption. This role offers hands-on responsibility, meaningful customer interaction, and the chance to grow alongside a rapidly scaling platform.
