4+ years in Customer Success, Account Management, or related SaaS roles
Experience managing a book of business valued at $2-$3M ARR
Proficiency in Excel and knowledge of HTML, CSS, JSON
Successful track record with complex accounts in retention and growth
Cross-functional experience in dynamic, high-growth environments
Strong communicator of technical concepts and troubleshooting
Ability to drive product adoption and demonstrate ROI to executives
Familiarity with tools like ChurnZero, Salesforce, and analytics platforms (preferred)
Responsibilities
Own the post-sale success of assigned strategic accounts
Establish and track customer success metrics and ROI plans
Lead executive-level discussions on business impact and value realization
Translate Ratings & Reviews performance into measurable customer outcomes
Build trusted relationships across all organizational levels
Lead structured business reviews to assess performance and opportunities
Drive deep adoption of Syndigo solutions and address barriers to success
Identify growth opportunities and collaborate on upsell initiatives
Benefits
Competitive health insurance benefits
Paid time off and volunteer time off
Employer-paid disability coverage
Parental and adoption leave
401(k) plan with company contributions
Tuition reimbursement support
Full Job Description
**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
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)
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.
