Technical Customer Success Manager, Enterprise

Benefits

Additional Information

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, 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 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 ret