Customer Success Specialist

ABOUT SYNCHUB

SyncHub is a fast growing SaaS platform that helps businesses connect their cloud tools like Xero, HubSpot, Monday.com into their favourite reporting tools and AI models. We're a small team operating across 30 countries with big ambitions for 2026 and beyond. Everyone here makes a real impact, and you'll feel that from day one.

THE ROLE

This is not a typical customer support role. You'll be the connective tissue between our customers and our growth, managing the full customer lifecycle from free trial to long-term retention, while also owning our Partner Programme end to end. The Partner Programme is SyncHub's white-label offering, built for consultants, accountants, and data advisory firms who want to resell SyncHub under their own brand. You'll identify the right partners, start conversations, and bring them all the way through to signing and supporting them as they grow. You're someone who gets excited by tech and AI, is comfortable moving between reactive support and proactive outreach, and can hold a relationship with a global client as confidently as you handle a support ticket.

WHAT YOU'LL OWN

Customer Success

• Guide new customers through onboarding and drive adoption of the platform via live demos and direct support.
• Owning free trial conversions by proactively reaching out, understanding blockers, and helping customers find value fast.
• Manage ongoing retention through regular touchpoints, health monitoring, and genuine relationship-building.
• Identify and act on cross-sell and upsell opportunities within the existing customer base.
• Manage all customer interactions in HubSpot by keeping records clean and workflows running.

Partner Programme

• Identify and qualify potential white-label partners (consultancies, accounting firms, data advisory businesses)
• Lead outreach and manage the full sales cycle from first contact through to signed agreement.
• Onboard new partners and support them as they bring their own clients onto the platform.
• Maintain strong partner relationships and surface opportunities to grow accounts over time.

Content & Insights

• Contribute to content creation such as help with articles, social copy, any other collateral that supports partner and customer education.
• Feed insights from customer and partner conversations back into product and marketing decisions.
• Support reporting on customer health, adoption trends, and partner pipeline.
• Quarterly competitor analysis to help inform internal decisions.

WHAT WE'RE LOOKING FOR

• 2+ years in Customer Success, Customer Support, Technical Sales, or a similar customer facing role.
• Comfortable holding both a reactive support inbox and a proactive outreach pipeline at the same time.
• Strong communicator: confident on video calls, clear in writing, professional and friendly.
• Some exposure to SaaS, tech, or data tools. You don't need to be technical, but you need to be curious.
• Organised and process-driven. You like things tracked, followed up, and closed off properly.
• Happy working independently in a remote setting, with the discipline to manage your own schedule.
• Willing to work across global time zones. This includes some early mornings and late evenings to cover US/UK hours on a regular basis. Availability during these windows is a genuine requirement of the role, not an occasional ask.

BONUS POINTS FOR

• Experience with outbound prospecting or partner/channel sales.
• Familiarity with HubSpot or similar CRMs.
• An active presence or interest in professional content creation (LinkedIn, blogs, etc.).
• Previous work in a startup or early-stage company where you've had to figure things out as you go.

WHAT WE OFFER

• A role with genuine breadth through customer success, sales, partnerships, and content all in one.
• The ability to shape your own career pathway as SyncHub grows.
• Flexible hours to accommodate global time zones, with a genuine focus on work-life balance.
• Full remote work: no commute!
• A Meta VR headset (we play virtual golf once a month).
• Support to build your skills in tech, integrations, automation, and AI tools.
• A small, ambitious team where your work is visible and your impact is real.