Customer Success Manager
Listed on 2026-01-29
-
IT/Tech
IT Consultant, Technical Support, Cloud Computing, IT Project Manager
Overview
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.
We are seeking a highly experienced and proactive Customer Success Manager to join our dynamic team in Mexico. In this role, you will be the trusted advisor and advocate for our enterprise customers, ensuring they achieve maximum value from our solutions while fostering long-term partnerships. This position requires a deep understanding of customer communication, escalation management, executive business reviews, and contract management, complemented by expertise in public clouds, ERPs (particularly JDE and Oracle solutions), and cloud technologies.
Responsibilities- Build and nurture strong, long-term relationships with enterprise customers, ensuring satisfaction and loyalty.
- Act as the primary point of contact for customers, delivering a seamless and exceptional experience.
- Proactively identify, manage, and resolve customer issues, ensuring minimal disruption and maintaining trust.
- Collaborate with cross-functional teams to address escalations effectively and implement preventive measures.
- Fully comprehend contract terms, SLAs, and deliverables, ensuring alignment with customer expectations.
- Provide guidance on contract amendments and renewals, ensuring mutually beneficial outcomes.
- Conduct strategic business reviews with customer executives, highlighting achievements, opportunities, and alignment with their goals.
- Deliver actionable insights and recommendations during EBRs to drive customer success and growth.
- Demonstrate a thorough understanding of public cloud solutions and ERP systems, particularly JDE and Oracle Cloud.
- Advise customers on best practices and innovative approaches to optimize their technology investments.
- Define and execute tailored success plans for customers, ensuring alignment with their business objectives.
- Monitor customer health metrics and drive initiatives to improve adoption, retention, and expansion.
- Work with technical delivery teams to identify common issues and help develop cross functional continuous improvement plans
- Coordinate and, where needed, take ownership to ensure timely response and resolution to all service activity, conduct problem management and drive actions to closure with respect to client service issues, process and/or service delivery gaps
- Minimum 5 years of experience in Customer Success Management or similar roles, ideally within the technology sector.
- Exceptional customer communication and relationship management skills.
- Proven track record of managing escalations and delivering resolutions in a timely manner.
- Strong understanding of contracts and ability to interpret and act on contractual obligations.
- Expertise in conducting Executive Business Reviews and presenting to senior stakeholders.
- Deep knowledge of public clouds
, ERPs
, especially JDE
, Oracle solutions
, and Oracle Cloud
.
- Familiarity with cloud platforms like AWS, Azure, or Google Cloud is a plus.
- Ability to advise on ERP optimization strategies and integration with cloud solutions.
- Strategic thinker with a customer-first mindset.
- Excellent problem-solving and organizational skills.
- Strong presentation and communication abilities.
- Bachelor’s degree in Business Administration, Information Technology, or equivalent experience.
Become a part of our success story…
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