Partner Success Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist in expanding Syndio’s Canadian clientele by facilitating effective software implementation, fostering adoption, and ensuring sustained customer value.

• Act as a reliable advisor, linking customers with Syndio and service partners such as Deloitte and KPMG.

• Create a comprehensive understanding of customer needs, success strategies, and coordinated implementation plans from onboarding to deployment and continued adoption.

• Develop plans, manage expectations, recognize risks, and ensure that commitments are actionable.

• Coordinate with customers, service partners, and Syndio teams regarding scope, responsibilities, timelines, and dependencies.

• Maintain oversight of workstreams and accountability for subsequent steps.

• Facilitate effective transitions between partners, clarify delivery roles, and address any gaps.

• Promote customer adoption and manage change by engaging internal champions, workflows, training, and enablement initiatives.

• Establish and monitor success metrics throughout onboarding, launch, and ongoing usage.

• Conduct business reviews linking product adoption to customer outcomes.

• Recognize delivery risks and adoption challenges, align stakeholders on solutions, and ensure issues are resolved.

• Enhance product knowledge and connect customers with the relevant expertise.

• Attend customer meetings, partner sessions, and deployment milestones throughout Canada.

• Incorporate customer feedback into Syndio to influence product priorities, partner delivery, and customer success strategies.

• Transform engagement insights into repeatable onboarding frameworks, partner practices, and scalable customer success strategies.

⛳️ Requirements

• Over 5 years of experience in customer success, implementation management, technical account management, enterprise consulting, or a similar customer-facing role.

• Proven experience guiding enterprise clients through software implementations and adoption across multiple teams or business units.

• Capability to establish credibility with senior leaders while effectively collaborating with day-to-day delivery teams.

• Strong program management abilities, including the handling of competing priorities, dependencies, and commitments across various organizations.

• Technical proficiency sufficient to engage in discussions about data requirements, integrations, and software workflows with customers and technical experts.

• Experience in assisting customers with change management, building internal support, and showcasing measurable results.

• Exceptional communication skills, sound judgment, and confidence to address scope, timelines, and responsibilities directly.

• Capacity to work independently, establish structure, and take ownership until completion.

• Based in the Toronto area with a willingness to travel for customer and partner engagements (15%).

• Experience with global systems integrators or consulting firms like Deloitte or KPMG is advantageous.

• Background in HR technology, compensation, pay equity, or workforce software is beneficial.

• Experience supporting Canadian enterprises, public sector organizations, or initiatives involving multiple participating entities is a plus.

• Practical experience with AI tools and a desire to assist customers in responsibly adopting AI-enabled software.

🏝️ Benefits

• Syndio Equity

• 20 days of annual leave

• Paid sick and safe time

• Compassionate leave

• Paid parental leave

• Medical, Dental, Vision; Syndio covers 90% of employee premiums and 50% for dependents

• Additional Private Medical coverage

• RSSP Plan

• Remote-First work arrangement