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.
