Enterprise Customer Success Manager

Syndigo is a leader in software and services for managing master data and product information. The Enterprise Customer Success Manager will oversee post-sale relationships with key enterprise customers, ensuring product adoption, retention, and driving measurable business outcomes.

Responsibilities:

• Own the end-to-end success of assigned 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
• 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
• 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
• 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
• 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
• 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

Requirements:

• 2-4 years of experience in a customer success role with demonstrated success in client relationship management in SaaS
• Experience managing a book of business in the $2–$3M ARR range
• 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 complexity
• Proven ability to troubleshoot and resolve customer challenges
• Demonstrated success working with both large, complex enterprises and mid-sized organizations
• ChurnZero experience is a plus
• Knowledge of the CPG industry is strongly preferred