Technical Customer Success Manager, Enterprise

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 DAYCustomer Value & OutcomesOwn the end-to-end success of assigned accounts following implementationEstablish, document, and track customer goals, success metrics, and ROI realization plansLead recurring executive-level conversations focused on business impact, value realization, and strategic alignmentTranslate Ratings & Reviews performance into measurable outcomes (conversion, engagement, content coverage)Relationship ManagementBuild 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 accountsLead structured business reviews (QBRs) that highlight performance, insights, risks, and opportunities Expand relationships beyond day-to-day contacts to increase account penetration and influenceAdoption, Enablement, & RetentionDrive deep adoption of Ratings & Reviews and broader Syndigo solutions across teams and use casesProvide consultative guidance and training on platform capabilities, best practices, and optimization strategiesIdentify adoption barriers, technical challenges, and risks, and proactively develop mitigation plansPartner with customers to increase UGC collection, syndication, and overall program performanceDocument account health and risk signals within tools like ChurnZero and lead proactive engagement strategiesGrowth & ExpansionIdentify expansion opportunities through value discovery and product alignmentPartner with Account Executives to support upsell and cross-sell initiatives across Syndigo solutionsGenerate qualified leads based on customer needs, performance gaps, and strategic prioritiesAdvocacyIdentify and develop customer advocates within your portfolioDrive participation in case studies, testimonials, events, and advisory boardsProactively manage advocacy risk and strengthen long-term customer relationshipCross-Functional Leadership Act as the voice of the customer internally, influencing Product, Support, and Services teamsCoordinate internal resources to deliver a seamless, high-quality customer experienceWE SHOULD TALK IF THIS SOUNDS LIKE YOU 4+ years of experience in Customer Success, Account Management, or related SaaS rolesExperience managing a book of business in the $2–$3M ARR range Excel competency and knowledge of HTML, CSS, JSONExperience managing complex accounts with measurable success in retention and growthExperience working cross-functionally in fast-paced, high-growth environmentsStrong ability to communicate technical concepts and troubleshoot platform-related challengesProven ability to drive product adoption and articulate ROI to executive stakeholdersExperience 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) Your individual compensation within the budgeted salary range is determined based on your skills, education, experience, and internal equity. This position is commission eligible.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. Budgeted Salary Range is:: $75,000 USD - $90,000 USD Diversity, Equity & InclusionTo 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/CCPASyndigo, 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.Syndigo Job Applicant Privacy NoticeAt Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.