Senior Customer Success Manager
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What you'll do
- Own the end-to-end success of assigned strategic enterprise accounts following implementation
- Establish, document, and track customer goals, success metrics, and ROI realization plans
- Lead recurring executive-level conversations focused on value delivered, business impact, and strategic alignment
- Build and maintain trusted relationships with senior customer stakeholders (Director, VP, C-level)
- Serve as the primary point of contact and escalation owner for assigned accounts, internally and externally
- Lead structured performance reviews (including QBRs) that highlight outcomes, insights, risks, and next steps while driving ongoing discovery
- Drive deep product adoption across customer teams and use cases
- Identify adoption barriers, limitations, and risks, and partner with customers to remove roadblocks
- Document risk within ChurnZero and proactively develop and execute mitigation and success plans with internal stakeholders
- Collaborate with Commercial Sales and CSM Leadership to support customer renewals through insights and strategic guidance
- Identify expansion opportunities through value discovery and product alignment, creating qualified lead pass opportunities for Sales
- Partner with Account Executives to support upsell and cross-sell initiatives
What they're looking for
- 4+ years of experience in a customer-facing role with demonstrated success in client relationship management
- Experience managing a book of business in the $4–$6M ARR range
- High degree of comfort with technology, particularly databases and syndicated data
- Strong presentation skills with the ability to communicate value and insights to professional and executive audiences
- Ability to work independently and make decisions across a wide range of complexities
- Proven ability to troubleshoot and resolve customer challenges
- Demonstrated success working with both large, complex enterprises and mid-sized organizations
Nice to have
- Knowledge of the CPG industry strongly preferred
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at www.syndigo.com.
**This is a hybrid position that requires 2 days per week in office at our Chicago location**
As a Senior Customer Success Manager, you will own the post-sale relationship for a portfolio of Syndigo’s largest and most strategic customers. You will act as a trusted advisor to executive stakeholders, driving measurable business outcomes, product adoption, retention, and expansion across complex, multi-threaded enterprise accounts.
You will manage a book of business of approximately 8-12 strategic enterprise customers, fostering strong partnerships through a deep understanding of each customer’s business objectives, priorities, and challenges.
You will play a role in improving our competitive advantage by developing, testing, and improving our workflows and product offerings. This will happen via participating in pilots, actively identifying improvements, and working with various internal teams to not only meet but exceed our customers’ expectations.
HOW WE’LL BE WINNING TOGETHER DAY TO DAY
Customer Value & Outcomes
- Own the end-to-end success of assigned strategic enterprise accounts following implementation
- Establish, document, and track customer goals, success metrics, and ROI realization plans
- Lead recurring executive-level conversations focused on value delivered, business impact, and strategic alignment
Relationship Management
- Build and maintain trusted relationships with senior customer stakeholders (Director, VP, C-level)
- Serve as the primary point of contact and escalation owner for assigned accounts, internally and externally
- Lead structured performance reviews (including QBRs) that highlight outcomes, insights, risks, and next steps while driving ongoing discovery
Adoption & Retention
- Drive deep product adoption across customer teams and use cases
- Identify adoption barriers, limitations, and risks, and partner with customers to remove roadblocks
- Document risk within ChurnZero and proactively develop and execute mitigation and success plans with internal stakeholders
- Collaborate with Commercial Sales and CSM Leadership to support customer renewals through insights and strategic guidance
Growth & Expansion
- Identify expansion opportunities through value discovery and product alignment, creating qualified lead pass opportunities for Sales
- Partner with Account Executives to support upsell and cross-sell initiatives
Advocacy
- Identify, develop, and nurture customer advocates within your book of business
- Proactively identify advocacy risk and develop mitigation strategies to preserve long-term relationships
- Partner with internal teams to secure customer referrals, testimonials, and event speakers
Cross-Functional Leadership
- Serve as the voice of the customer internally, influencing Product, Support, and Services
- Coordinate internal resources to deliver a seamless, high-quality enterprise customer experience
- Work with clients and internal teams to create improvements to existing products and services as well as develop new ones that can benefit clients throughout Syndigo
WE SHOULD TALK IF THIS SOUNDS LIKE YOU
- 4+ years of experience in a customer-facing role with demonstrated success in client relationship management
- Experience managing a book of business in the $4–$6M ARR range
- Knowledge of the CPG industry strongly preferred
- High degree of comfort with technology, particularly databases and syndicated data
- Strong presentation skills with the ability to communicate value and insights to professional and executive audiences
- Ability to work independently and make decisions across a wide range of complexities
- Proven ability to troubleshoot and resolve customer challenges
- Demonstrated success working with both large, complex enterprises and mid-sized organizations
For full-time U.S. based-employees, we offer competitive health insurance benefits, PTO and volunteer time off, employer-paid short- and long-term disability, parental and adoption leave, 401(k), and tuition reimbursement.
Your individual compensation within the budgeted salary range is determined based on your skills, education, experience, and internal equity.
Diversity, Equity & Inclusion
To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful!
All are welcome here and we invite you to join our team if you are ready to help us continue that growth!
GDPR/CCPA
Syndigo, to process applications, holds onto data for a "reasonable time" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request.
Syndigo Job Applicant Privacy Notice
At Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.
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