Company Description:

Sync Computing is an MIT based startup company on a mission to build the next leap in distributed computing in the cloud. Sync Computing’s foundational technology is capable of solving large-scale scheduling optimization problems instantly, unlocking unprecedented gains in the orchestration of large-scale computing applications. Businesses worldwide will be able to utilize cloud resources with optimal efficiency, saving billions of dollars and endless hours on the cloud. We are targeting applications in data analytics, machine learning, and high-performance computing.

Job Description:

Sync Computing is hiring a Director of Customer Success, reporting to the CEO, to build the customer success strategy for a highly technical cloud infrastructure product. As an early stage startup, this role will have a significant impact on the company, establishing new processes and protocols for customer success. This role will also build a team to lead the customer success and customer solutions practices for both top-down executive customers and bottom-up developer users.

Responsibilities:

  • Be a hands-on member of the team, interacting directly with customers to assure their success using Sync products.
  • As we grow, hire, coach, and mentor a customer success team passionate about helping customers get the most from their investments in Sync.
  • Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering.
  • Drive value for customers by helping them achieve their business and technical outcomes.
  • Own multiple portfolios of customers and drive attainment of targets on growth and retention.
  • Conduct customer health checks to identify risk and mitigate churn risk.
  • Achieve consistency by documenting and maintaining accurate and timely customer information.
  • Develop relationships with customers at all levels, including engineers/users, as well as executives.
  • Develop thoughtful playbooks which engage customers to drive product adoption.
  • Deliver feedback to Product and Engineering based on customer needs and requests.


Qualifications:

  • 6+ years people management experience with Customer Success, Technical Consulting, Professional Services, or related customer-facing organization
  • 3+ years experience working directly with customers and partners in the data science, data management, or cloud infrastructure space.
  • Background in engineering or related field to support technical conversations.
  • Strong track record managing a portfolio of customers to drive product adoption and delivering on complex customer projects.
  • Ability to wear multiple hats in a fast-growing startup environment.
  • Proven ability to scale highly technical teams and organizations.