Customer Success Associate

About us @Symphony

Secure. Connected. Intelligent.

Symphony is an AI-powered communication and technology company fueled by interconnected platforms: messaging, voice, directory and analytics.

Our end-to-end encrypted technologies enable over 1,400 institutions to accelerate AI impact, prioritize data security, navigate complex regulatory compliance and optimize business interactions.

Role Description:

The Customer Success Associate supports customers post-sale by helping drive adoption and effective use of Symphony's platform. Working closely with the Account Management, Sales, and Customer Success teams, this role focuses on customer onboarding, engagement activities, and day-to-day support that enables customers to realise value from Symphony. 

The Customer Success Associate  has a good  understanding of customer workflows, an interest in financial services, and growing knowledge of how Symphony is used across firms. They help deliver product demonstrations, support common use cases, and guide customers toward best practices. The Specialist collaborates across internal teams and ensures customer interactions run smoothly and efficiently.

Responsibilities:

• Support the Account Management and Customer Success teams in onboarding and re-engagement activities to drive customer adoption and usage 
• Assist customers with deployment plans and coordination of engagement initiatives to ensure timely and smooth execution 
• Deliver standard product demonstrations and training sessions to help customers understand Symphony functionality and common best practices 
• Partner with Marketing and Product teams to maintain and update customer-facing resources (collateral, training materials, documentation) 
• Track engagement activities and adoption metrics; provide feedback and insights to help improve customer programs and internal processes 
• Work cross-functionally to support issue resolution and ensure a consistent, high-quality customer experience 
• Build subject-matter expertise in Symphony’s platform and the industry to better support customer needs 

Required Qualifications:

• 1+  years of experience in Customer Success, Account Management, Support, or related client-facing roles in SaaS or technology 
• Highly organized and able to manage multiple customer activities simultaneously
• Strong communication and presentation skills 
• Comfortable learning new technologies and supporting customers in a technical product environment 
• Enjoys a fast-paced environment and working directly with customers

Preferred Qualifications:

• Experience in financial services, FinTech, or enterprise SaaS 
• Exposure to project coordination or customer onboarding 
• Familiarity with enterprise communication or collaboration tools 
• Proficiency in Spanish or Portuguese is a plus

Compensation:

• Salary Range: $70,000 - 80,000 base salary per year
• Bonus Plan

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Local events, team building, and development opportunities 

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.