Lead 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, food service, 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  we continue to grow, we’re always looking to identify talented individuals to join our team.

*** This role is a remote role open to candidates currently residing in Poland***

Lead the onboarding, training, and education of new customers to ensure successful adoption of Syndigo's products and services, while providing ongoing frontline support and guidance throughout the customer lifecycle.

Serve as the primary point of contact and trusted advisor for assigned customers, acting as their advocate within Syndigo and managing customer escalations to ensure timely resolution.

Build and maintain strong relationships with customer stakeholders, partners, and executive sponsors (Director and CxO level) to drive long-term customer success, retention, and strategic partnerships.

Coordinate and lead cross‑functional teams across multiple locations, cultures, and disciplines.

Conduct regular Quarterly Business Reviews (QBRs) and other business review meetings to assess customer health, product adoption, progress toward business objectives, and opportunities for continuous improvement.

Monitor customer success metrics, product adoption, renewals, and overall account health to proactively identify risks, drive retention strategies, and support successful renewals.

Utilize internal governance processes, escalation frameworks, and cross‑functional collaboration to resolve customer issues and achieve successful business outcomes.

Identify opportunities to expand customer value through account growth, cross‑selling and upselling, partnering with management to optimize customer success processes, usage reporting, and engagement strategies.

Collaborate closely with Sales, Professional Services, Product Management, Support, and other internal teams to ensure customer objectives are achieved and business outcomes are delivered.

Provide guidance, mentorship, and subject‑matter expertise to internal team members on renewals, customer health, Quarterly Business Reviews (QBRs), risk management, and customer success best practices.

Lead customer advocacy initiatives by facilitating customer participation in marketing events, speaking engagements, customer references, case studies, and testimonials.

Effectively manage customer renewal negotiations, resolve conflicts, and address customer concerns while maintaining strong, long‑term relationships.

Travel as required to meet with customers, partners, and internal teams.

8+ years of experience in a B2B Saas environment as a Customer Success Manager, Implementation Manager/Engineer, Account Manager, or similar customer-facing role supporting global customers.

Excellent verbal, written, and interpersonal communication skills in English required, French is a plus.

Demonstrated success managing stakeholder expectations, timelines, and customer commitments.

Excellent organizational and project coordination skills with the ability to manage multiple priorities simultaneously.

Strong negotiation, conflict resolution, and problem‑solving abilities.

Experience managing customer onboarding, implementation, adoption, and renewal activities.

Ability to coordinate cross‑functional, geographically…