Technical Customer Success Manager

Syndigo•Chicago, IL

3d•Hybrid

About The Position

Syndigo powers the continual flow of data and content throughout the entire commerce ecosystem— accelerating delivery of accurate and compelling information that increases sales on every shelf. We are the recognized leader in software and services for the management of master data, product information, digital assets, and content syndication and analytics across industries including grocery, foodservice, hardlines, home improvement, oil & gas, pet, health and beauty, automotive, apparel, and healthcare products. Syndigo serves the industry’s largest two-sided network, connecting more than 50,000 global users across 12,000+ global brands with more than 1,750 global retailers. Basically, we're the people that deliver the rich, accurate product content that helps consumers shop online with confidence, and helps brands and retailers operate efficient product supply chains. We cannot do all of this without our amazing employees who make the magic happen here at Syndigo. As we continue to grow, we’re always looking to identify talented individuals to join our team. 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 opportunity within your account book, and act as a trusted advisor on recommendations to improve their UGC program.

Requirements

1-3 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
Knowledge of pivot tables and data lookups, HTML, CSS, JSON
Knowledge of the CPG, Health and Beauty, or Apparel industry (preferred but not required)
High degree of comfort with technology, particularly analytics
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

Nice To Haves

Knowledge of the CPG, Health and Beauty, or Apparel industry

Responsibilities

Own the end-to-end success of assigned accounts following implementation
Establish, document, and track customer goals, success metrics, and ROI realization plans to identify risk and opportunity within your book of business
Provide regular metric reports and readouts focusing on value delivered, business impact, and strategic alignment
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 roadblock
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 relationship
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