Customer Success Manager

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.

We are seeking a Long Tail Customer Success Manager (CSM) to own and scale the success of a large portfolio of small-to-mid-size customers (“long tail”) for our SaaS platform. This role is designed for high efficiency, operational excellence and fast impact through digital-first engagement, automation, data-driven prioritization, and standardized success motions rather than high-touch account management. While main focus of this role will be Longtail customers, there will be a significant element of maintaining operational data standards across the other parts of the portfolio.

The ideal candidate combines strong customer orientation with an affinity for technology, analytics, and product data. You will ensure customers realize value quickly, adopt key capabilities, renew successfully, and identify expansion opportunities where relevant.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Portfolio Ownership (Scaled Success)

  • Manage a high-volume portfolio of long-tail customers across DACH and Europe

  • Deliver success primarily through one-to-many and digital channels (webinars, in-app messaging, campaigns, knowledge base, community)

  • Prioritize outreach using health scores, usage data, and risk indicators

  • Serve as the primary point of contact for non-strategic accounts

• Onboarding & Adoption

  • Drive structured onboarding programs to accelerate time-to-value

  • Guide customers in adopting core product capabilities, especially data-driven workflows

  • Promote best practices for managing product information and digital content

  • Monitor usage metrics and intervene proactively when adoption stalls

• Renewal & Retention

  • Support renewal processes for long-tail accounts

  • Identify churn risks early and execute mitigation plans

  • Collaborate with Sales and Account Management on commercial actions when needed

• Customer Education & Enablement

  • Design and deliver scalable training formats (group sessions, tutorials, playbooks)

  • Maintain and improve self-service resources

  • Enable customers to independently operate the platform

• Data-Driven Customer Management

  • Analyze product usage, engagement signals, and support trends

  • Maintain accurate CRM and Customer Success Platform data

  • Contribute insights to improve health scoring models and segmentation

• Commercial & Operation Hygiene on wider portfolio

  • Review customer contracts, order forms, and amendments to ensure all products, data domains, recipients, and entitlements are correctly reflected in internal systems.

  • Validate that customer licenses, usage rights, and service entitlements are accurately provisioned and aligned with contractual agreements.

  • Maintain high data quality standards in Salesforce, including:

    • Account and opportunity hygiene

    • Correct product, SKU, and entitlement mapping

    • Accurate renewal dates, ACV, and contract term

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Experience in Customer Success, Account Management, Technical Support, or similar SaaS roles
• Excellent language skills in English and either German or Polish (C1)
• Experience in using tools like Salesforce and ChurnZero
• Experience of managing a large number of customers simultaneously is strong plus
• Demonstrated ability to work in structured, process-driven environments
• Analytical mindset with comfort interpreting dashboards and usage metric
• Excellent communication and presentation skill
• Highly organized and self-managed in a remote environment

Diversity, Equity & Inclusion

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 Job Applicant Privacy Notice.