Technical Customer Success Manager

Syndigo•Chicago, IL

3h•$72,000 - $80,000•Hybrid

About The Position

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 its Ratings & Reviews (UGC) solution and support for broader Syndigo solutions over time. You will act as a trusted advisor to executive stakeholders and drive measurable business outcomes, product adoption, retention, and expansion across complex accounts. The role combines strategic account leadership with hands-on program execution to help customers realize clear ROI and long-term value. You will manage approximately 15–25 customers and build deep partnerships by understanding each customer’s business objectives, digital commerce strategy, and content performance goals. This is a hybrid position requiring two days per week in the office at the Chicago location.

Requirements

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, and 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.

Nice To Haves

Experience with Ratings & Reviews, UGC, or digital commerce solutions.
Familiarity with tools like ChurnZero, Salesforce, or similar platforms.
Knowledge of the CPG or retail industry.
Familiarity with Tableau, Power BI, or another business analytics platform.

Responsibilities

Own the end-to-end success of assigned accounts following implementation.
Establish, document, and track customer goals, success metrics, and ROI realization plans.
Lead recurring executive-level conversations focused on business impact, value realization, and strategic alignment.
Translate Ratings & Reviews performance into measurable outcomes, including conversion, engagement, and content coverage.
Build and maintain trusted relationships across all levels, including Director, VP, and C-level stakeholders.
Serve as the primary point of contact and escalation owner for assigned accounts.
Lead structured business reviews (QBRs) highlighting performance, insights, risks, and opportunities.
Expand relationships beyond day-to-day contacts to increase account penetration and influence.
Drive adoption of Ratings & Reviews and broader Syndigo solutions across teams and use cases.
Provide consultative guidance and training on platform capabilities, best practices, and optimization strategies.
Identify adoption barriers, technical challenges, and risks, and proactively develop mitigation plans.
Partner with customers to increase UGC collection, syndication, and overall program performance.
Document account health and risk signals in tools such as ChurnZero and lead proactive engagement strategies.
Identify expansion opportunities through value discovery and product alignment.
Partner with Account Executives on upsell and cross-sell initiatives across Syndigo solutions.
Generate qualified leads based on customer needs, performance gaps, and strategic priorities.
Identify and develop customer advocates within the portfolio.
Drive customer participation in case studies, testimonials, events, and advisory boards.
Proactively manage advocacy risk and strengthen long-term customer relationships.
Act as the voice of the customer internally, influencing Product, Support, and Services teams.
Coordinate internal resources to deliver a seamless, high-quality customer experience.