Senior Customer Success Manager

**This is a hybrid position that requires 2 days per week in office at our Chicago location**

As a Senior Customer Success Manager, you will own the post-sale relationship for a portfolio of Syndigo’s largest and most strategic customers. You will act as a trusted advisor to executive stakeholders, driving measurable business outcomes, product adoption, retention, and expansion across complex, multi-threaded enterprise accounts. 

You will manage a book of business of approximately 8-12 strategic enterprise customers, fostering strong partnerships through a deep understanding of each customer’s business objectives, priorities, and challenges. 

You will play a role in improving our competitive advantage by developing, testing, and improving our workflows and product offerings. This will happen via participating in pilots, actively identifying improvements, and working with various internal teams to not only meet but exceed our customers’ expectations. 

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

Customer Value & Outcomes 

• Own the end-to-end success of assigned strategic enterprise accounts following implementation
• Establish, document, and track customer goals, success metrics, and ROI realization plans
• Lead recurring executive-level conversations focused on value delivered, business impact, and strategic alignment 

Relationship Management 

• Build and maintain trusted relationships with senior customer stakeholders (Director, VP, C-level)
• 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 

Adoption & Retention 

• Drive deep product adoption across customer teams and use cases
• Identify adoption barriers, limitations, and risks, and partner with customers to remove roadblocks
• 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 

Growth & Expansion 

• 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 

Advocacy 

• Identify, develop, and nurture customer advocates within your book of business
• Proactively identify advocacy risk and develop mitigation strategies to preserve long-term relationships
• Partner with internal teams to secure customer referrals, testimonials, and event speakers 

Cross-Functional Leadership 

• 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
• Work with clients and internal teams to create improvements to existing products and services as well as develop new ones that can benefit clients throughout Syndigo 

WE SHOULD TALK IF THIS SOUNDS LIKE YOU 

• 4+ years of experience in a customer-facing role with demonstrated success in client relationship management
• Experience managing a book of business in the $4–$6M ARR range
• Knowledge of the CPG industry strongly preferred
• High degree of comfort with technology, particularly databases and syndicated data
• 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 complexities
• Proven ability to troubleshoot and resolve customer challenges
• Demonstrated success working with both large, complex enterprises and mid-sized organizations