Technical Customer Success Manager at Syndigo

Chicago, Illinois, United StatesFull-timeCustomer SuccessPosted about 1 month ago

About the Role

<div class="content-intro">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.</div>**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 opportunities within your account book, and act as a trusted advisor on recommendations to improve their UGC program. HOW WE’LL BE WINNING TOGETHER DAY TO DAY <div class="react-pdf__Page css-168" data-page-number="1"> <div class="react-pdf__Page__textContent textLayer" data-main-rotation="0">Customer Value & Outcomes</div> <div class="react-pdf__Page__textContent textLayer" data-main-rotation="0"> <ul> <li>Own the end-to-end success of assigned accounts following implementation</li> <li>Establish, document, and track customer goals, success metrics, and ROI realization plans to identify risk and opportunity within your book of business</li> <li>Provide regular metric reports and readouts focusing on value delivered, business impact, and strategic alignment</li> </ul> Relationship Management <ul> <li>Serve as the primary point of contact and escalation owner for assigned accounts, internally and externally</li> <li>Lead structured performance reviews (including QBRs) that highlight outcomes, insights, risks, and next steps while driving ongoing discovery</li> </ul> Adoption & Retention</div> </div> <div class="react-pdf__Page css-168" data-page-number="2"> <div class="react-pdf__Page__textContent textLayer" data-main-rotation="0"> <ul> <li>Drive deep product adoption across customer teams and use cases</li> <li>Identify adoption barriers, limitations, and risks, and partner with customers to remove roadblock</li> <li>Document risk within ChurnZero and proactively develop and execute mitigation and success plans with internal stakeholders</li> <li>Collaborate with Commercial Sales and CSM Leadership to support customer renewals through insights and strategic guidance</li> </ul> Growth & Expansion <ul> <li>Identify expansion opportunities through value discovery and product alignment, creating qualified lead pass opportunities for Sales</li> <li>Partner with Account Executives to support upsell and cross-sell initiatives</li> </ul> Advocacy <ul> <li>Identify, develop, and nurture customer advocates within your book of business</li> <li>Proactively identify advocacy risk and develop mitigation strategies to preserve long-term relationship</li> <li>Partner with internal teams to secure customer referrals, testimonials, and event speakers</li> </ul> Cross-Functional Leadership <ul> <li>Serve as the voice of the customer internally, influencing Product, Support, and Services</li> <li>Coordinate internal resources to deliver a seamless, high-quality enterprise customer experience</li> </ul> WE SHOULD TALK IF THIS SOUNDS LIKE YOU <ul> <li>1-3 years of experience in a customer success role with demonstrated success in client relationship management in SaaS</li> <li>Experience managing a book of business in the $2–$3M ARR range</li> <li>Knowledge of pivot tables and data lookups, HTML, CSS, JSON</li> <li>Knowledge of the CPG, Health and Beauty, or Apparel industry (preferred but not required)</li> <li>High degree of comfort with technology, particularly analytics</li> <li>Strong presentation skills with the ability to communicate value and insights to professional and executive audiences</li> <li>Ability to work independently and make decisions across a wide range of complexity</li> <li>Proven ability to troubleshoot and resolve customer challenges</li> </ul> </div> </div><div class="content-pay-transparency"><div class="pay-input"><div class="description">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.  </div><div class="title">Budgeted Salary Range is:</div><div class="pay-range">$62,000—$75,000 USD</div></div></div><div class="content-conclusion"><h2>Diversity, Equity & Inclusion</h2> 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. Syndigo Job Applicant Privacy Notice At 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 <a href="https://syndigo.com/legal/job-applicant-privacy-notice/" target="_blank">Job Applicant Privacy Notice</a>.</div>

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