Senior Customer Success Specialist Theia

About This Role

The Senior Customer Success Specialist for Theia at SynMax will provide high-quality execution, customer enablement, and day-to-day success delivery for a growing global customer base in government, defense, and allied markets. This role ensures effective customer onboarding, training, and ongoing support to maximize product adoption and maintain strong customer relationships.

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
• Capture and communicate customer feedback, use cases, and pain points to internal teams
• Contribute to the continuous improvement of Customer Success processes and standards

Requirements

• 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

Qualifications

• Experience in the defense space in customer success, support, or customer-facing role within a technology or data-driven company.

Skills

* Required skills