Strategic Customer Success Manager

Syndigo•Chicago, IL

19h•$72,000 - $85,000•Hybrid

About The Position

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 Strategic 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.

Requirements

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

Responsibilities

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
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
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