Customer Success Lead

About Synthflow

Why this role matters

What You'll Do

• Lead & coach a team of 5 CSMs; set clear goals and run weekly reviews; build out SOPs and Playbooks to enable us to scale.
• Hiring: Scale the Customer Success function.
• Instrument everything: Build dashboards and own your metrics for customer success, product usage, health scores, CSATs, renewals (we use Zendesk, Pylon, HubSpot, Metabase; change it, if you have a better stack).
• Partner with Product: The CS Team is an important source of customer feedback. You are expected to structure the feedback and turn it into actionable insights for the product team to act on.
• Own the post‑sales funnel: onboarding, adoption, renewal, expansion.
• Enterprise Accounts: Act as the strategic point of contact for key enterprise accounts, fostering long-term, high-impact relationships.
• Expert debugger: you can trace issues end‑to‑end - API calls, voice call logs, json logs, even model prompts - and fix them before users notice.
• Report: Directly to the Founder.

What We're Looking For

• 5 years in Customer Success / Account Management with 2 years leading teams in B2B SaaS (AI / data product exposure is a plus, not a must).
• Process builder: you've taken CS from 0→1 or rebuilt it 1→n.
• Enterprise: Experience working directly with enterprise customers in a fast-paced, high-growth environment.
• Communication: Written and spoken English at enterprise‑exec level. Comfortable selling up to Leadership and diving into JSON call logs next.
• Passionate about customer experience and building long-term partnerships.
• Startup mindset - bias for action, adaptability, and ownership.

Why Join Us

• Work on a category-defining product with huge market potential.
• Be part of a small, high-ownership team and collaborate closely with the founders.
• Fully remote team with flexible working hours.
• Competitive compensation and meaningful equity.
• Backed by top-tier investors in AI and SaaS.

Additional Details

• Benefits:
• MinSalary:
• MaxSalary:
• SalaryCurrency: EUR
• Remote Model: Remote