Technical Customer Success Manager

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 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

Customer Value & Outcomes

• 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

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Translate Ratings & Reviews performance into measurable outcomes (conversion, engagement, content coverage)

Relationship Management

• 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) that highlight performance, insights, risks, and opportunities

• Expand relationships beyond day-to-day contacts to increase account penetration and influence

Adoption, Enablement, & Retention

• Drive deep 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 within tools like ChurnZero and lead proactive engagement strategies

Growth & Expansion

• Identify expansion opportunities through value discovery and product alignment

• Partner with Account Executives to support upsell and cross-sell initiatives across Syndigo solutions

• Generate qualified leads based on customer needs, performance gaps, and strategic priorities

Advocacy

• Identify and develop customer advocates within your portfolio

• Drive participation in case studies, testimonials, events, and advisory boards

• Proactively manage advocacy risk and strengthen long-term customer relationship

Cross-Functional Leadership

• 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

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)

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.

Budgeted Salary Range (not including eligible commission): $72,000—$80,000 USD

Commission: $16,000—$16,000 USD

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.

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