Customer Success Lead

About Synthflow

Synthflow is redefining how businesses automate conversations using AI-native voice agents. Our platform allows companies to deploy natural-sounding, production-ready AI agents in minutes - not months - transforming customer support, lead qualification, and more.

We’re backed by the world’s best investors and growing rapidly. We’re building a lean, high-impact team to lead the next wave of voice automation. If you thrive in fast-moving environments and want to help shape the future of AI in the real world - let’s talk.

The Role

We're looking for a Customer Success Lead to own the end-to-end customer journey at Synthflow - from onboarding through expansion. In this high-impact role, you'll work closely with our founders and cross-functional teams to ensure our customers are not just successful, but deeply engaged and growing with us.

You’ll define and scale our customer success function, build strong relationships with enterprise accounts, and help influence the product and go-to-market motion through user feedback and insights.

Why this role matters

Customer Success is a growth engine. When customers deploy more call flows, our revenue expands. You’ll own the full post‑sales journey and turn early adopters into power users who champion Synthflow inside their orgs.

What You'll Do

• Lead & coach a team of 5 CSMs; set clear goals and run weekly reviews; build out SOPs and Playbooks to enable us to scale.

• Hiring: Scale the Customer Success function

• Instrument everything: Build dashboards and own your metrics for customer success, product usage, health scores, CSATs, renewals (we use Zendesk, Pylon, HubSpot, Metabase; change it, if you have a better stack)

• Partner with Product: The CS Team is an important source of customer feedback. You are expected to structure the feedback and turn it into actionable insights for the product team to act on.

• Own the post‑sales funnel: onboarding, adoption, renewal, expansion.

• Enterprise Accounts: Act as the strategic point of contact for key enterprise accounts, fostering long-term, high-impact relationships

• Expert debugger: you can trace issues end‑to‑end - API calls, voice call logs, json logs, even model prompts - and fix them before users notice.

• Report: Directly to the Founder

What We're Looking For

• 5+ years in Customer Success / Account Management with 2+ years leading teams in B2B SaaS (AI / data product exposure is a plus, not a must).

• Process builder: you’ve taken CS from 0→1 or rebuilt it 1→n.

• Enterprise: Experience working directly with enterprise customers in a fast-paced, high-growth environment

• Communication: Written and spoken English at enterprise‑exec level. Comfortable selling up to Leadership and diving into JSON call logs next.

• Passionate about customer experience and building long-term partnerships

• Startup mindset - bias for action, adaptability, and ownership

Why Join Us

• Work on a category-defining product with huge market potential

• Be part of a small, high-ownership team and collaborate closely with the founders

• Fully remote team with flexible working hours

• Competitive compensation and meaningful equity

• Backed by top-tier investors in AI and SaaS