**This is a hybrid position that requires 2 days per week in office at our Chicago location**

As a Technical Customer Success Manager, you will own the post-sale relationship for a portfolio of Syndigo’s Mid-Market and SMB customers, especially within the Ratings and Reviews space. You will focus on monitoring and driving measurable business outcomes, product adoption, retention, and expansion across a large book of customers.

You will leverage reporting and alerts to monitor and identify opportunities within your account book, and act as a trusted advisor on recommendations to improve their UGC program.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

**This is a hybrid position that requires 2 days per week in office at our Chicago location**

As a Technical Customer Success Manager, Enterprise, you will own the post-sale relationship for a portfolio of Syndigo’s largest and most strategic customers, with a primary focus on our Ratings & Reviews (UGC) solution, while supporting broader Syndigo solutions over time.

You will serve as a trusted advisor to executive stakeholders, driving measurable business outcomes, product adoption, retention, and expansion across complex, multi-threaded accounts. This role blends strategic account leadership with hands-on program execution, ensuring customers realize clear ROI and long-term value.

You will manage a book of business of approximately 15-25 customers, developing deep partnerships through a strong understanding of each customer’s business objectives, digital commerce strategy, and content performance goals.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

WE SHOULD TALK IF THIS SOUNDS LIKE YOU 

• 4+ years of experience in Customer Success, Account Management, or related SaaS roles
• Experience managing a book of business in the $2–$3M ARR range 
• Excel competency and knowledge of HTML, CSS, JSON
• Experience managing complex accounts with measurable success in retention and growth
• Experience working cross-functionally in fast-paced, high-growth environments
• Strong ability to communicate technical concepts and troubleshoot platform-related challenges
  
• Proven ability to drive product adoption and articulate ROI to executive stakeholders
• Experience with Ratings & Reviews, UGC, or digital commerce solutions (preferred but not required)
• Familiarity with tools like ChurnZero, Salesforce, or similar platforms (preferred but not required)
• Knowledge of the CPG or retail industry (preferred but not required)
• Familiarity with Tableau, Power BI or some other business analytics platform (preferred but not required)

**This is a hybrid position with 2 days in the Chicago office**

As an Enterprise Customer Success Manager, you will own the post-sale relationship for a portfolio of Syndigo’s largest and most valued 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 15–18 enterprise customers, fostering strong partnerships through a deep understanding of each customer’s business objectives, priorities, and challenges

HOW WE’LL BE WINNING TOGETHER DAY TO DAY 

• Customer Value & Outcomes
  • Own the end-to-end success of assigned 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

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• 2-4 years of experience in a customer success role with demonstrated success in client relationship management in SaaS
• Experience managing a book of business in the $2–$3M ARR range
• ChurnZero experience is a plus
• Knowledge of the CPG industry is 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 complexity
• Proven ability to troubleshoot and resolve customer challenges
• Demonstrated success working with both large, complex enterprises and mid-sized organizations

***This role is open to candidates currently residing in Poland***

We are seeking a Long Tail Customer Success Manager (CSM) to scale the success of a large portfolio of small-to-mid-size customers (“long tail”) for our SaaS platform. This role is designed for high efficiency, operational excellence, and fast impact through digital-first engagement, automation, data-driven prioritization, and standardized success motions rather than high-touch account management. While the main focus of this role will be long tail customers, there will be a significant element of maintaining operational data standards across the other parts of the portfolio.  

The ideal candidate combines strong customer orientation with an affinity for technology, analytics, and product data. You will focus on driving timely renewal execution and supporting the operational success of your customer portfolio. 

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Portfolio Management (Scaled Success)

  • Manage a high-volume portfolio of long-tail customers across DACH and Europe

  • Deliver success primarily through one-to-many and digital channels (webinars, in-app messaging, campaigns, knowledge base, community)

  • Prioritize outreach using health scores, usage data, and risk indicators

• Renewal & Retention

  • Support renewal processes for long-tail accounts

  • Identify churn risks early and execute mitigation plans

  • Collaborate with Sales and Account Management on commercial actions when needed

• Customer Education & Enablement 

  • Design and deliver scalable training formats (group sessions, tutorials, playbooks)

  • Maintain and improve self-service resources

  • Enable customers to independently operate the platform

• Data-Driven Customer Management 

  • Analyze product usage, engagement signals, and support trends

  • Maintain accurate CRM and Customer Success Platform data

  • Contribute insights to improve health scoring models and segmentation

• Commercial & Operation Hygiene on wider portfolio

  • Review customer contracts, order forms, and amendments to ensure all products, data domains, recipients, and entitlements are correctly reflected in internal systems

  • Validate that customer licenses, usage rights, and service entitlements are accurately provisioned and aligned with contractual agreements

  • Maintain high data quality standards in Salesforce, including:

    • Account and opportunity hygiene

    • Correct product, SKU, and entitlement mapping

    • Accurate renewal dates, ACV, and contract term

WE SHOULD TALK IF THIS SOUNDS LIKE YOU 

• 0–2 years of experience in Customer Success, Support, Sales, or a related field or relevant academic/project experience 
• Excellent language skills in English and German (C1) 
• Comfortable managing multiple customer relationships in a long‑tail or high‑volume environment 
• Experience in using tools like Salesforce and ChurnZero
• Demonstrated ability to work in structured, process-driven environments
• Excellent communication and presentation skill
• Highly organized and self-managed in a remote environment 
• Analytical mindset with comfort interpreting dashboards and usage metrics (preferred but not required)