Customer Success Manager​/Responsable de la réussite client Regional Municipality

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.

• 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.

• 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.
• Skilled proficiency in English (written and verbal).

• 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.

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

Nous recherchons un(e) Senior Customer Success Manager (CSM) expérimenté(e) pour accompagner notre portefeuille de clients Oracle en Amérique du Nord. Ce rôle est responsable de la création de relations solides avec les dirigeants, de la satisfaction client et du succès global de nos services managés.

Le/La Senior CSM agira en tant que principal(e) défenseur(e) des clients et conseiller(ère) stratégique, en veillant à l’alignement entre les objectifs métier des clients et les services fournis par Syntax. Ce poste requiert une solide expérience dans la gestion de clients grands comptes, d’excellentes compétences en communication et une bonne compréhension des écosystèmes ERP et des services cloud managés.

• Servir de point de contact principal et de conseiller de confiance pour les clients Oracle assignés.
• Établir et maintenir des relations solides avec les parties prenantes, y compris la direction exécutive.
• Animer les réunions de revue de service, les appels opérationnels et les comités de pilotage (Executive Business Reviews).
• Coordonner avec les équipes internes (delivery, infrastructure, support) afin d’assurer une prestation de service cohérente et la résolution des incidents.
• Suivre les performances des services, les SLA et les indicateurs de satisfaction client, en identifiant de manière proactive les risques et opportunités d’amélioration.
• Piloter la…