Synmax
Synmax2mo ago

Senior Customer Success Specialist (Theia)

D.c.Full-timesenior
Customer SuccessCustomer Success Specialist
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Quick Summary

Overview

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,

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Customer SuccessCustomer Success Specialist
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.
 
*** MUST HAVE ***
  • Experience in the defense space in customer success, support, or customer-facing role within a technology or data-driven company.
 
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
 
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

    • Listing Details

    Posted
    January 27, 2026
    First seen
    March 26, 2026
    Last seen
    April 22, 2026

    Posting Health

    Days active
    26
    Repost count
    0
    Trust Level
    25%
    Scored at
    April 22, 2026

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    Synmax
    Synmax
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    Employees
    125
    Founded
    2021
    Domain
    synmax.com
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