Strategic Customer Success Manager, Healthcare & Medical Devices
syndigo
Remote - Portugal
Customer Success
Account Manager
Job Score
90 pts
On-site model (+70)
Customer Success (+10)
Account Manager (+10)
Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at www.syndigo.com.
**This is a remote position open to candidates in Portugal only**
As a Strategic Customer Success Manager, you will own the post-sale relationship for a portfolio of Syndigo’s largest and most strategic healthcare and medical device 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 focused on the healthcare and medical device space, fostering strong partnerships through a deep understanding of each customer’s business objectives, priorities, and challenges, including the regulatory and compliance requirements that shape their business.
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
- 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
- Partner with customers to navigate regulatory-driven product data requirements, including FDA Unique Device Identification (UDI) and GUDID submissions, and align Syndigo solutions to their compliance needs
- 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
- Translate healthcare and medical device regulatory and compliance needs into clear product feedback and requirements for 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
- Experience in the healthcare or medical device industry strongly preferred
- Familiarity with FDA regulations and medical device data standards (e.g., UDI/GUDID, GS1, GDSN) is a plus
- Understanding of the medical device and healthcare supply chain, including manufacturers, distributors, GPOs, and health systems, is a plus
- 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
- 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
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.
What did you think of this job?
Loading comments...
About Customer Success
Customer Success is the area responsible for ensuring clients achieve their goals when using the product or service. It is a strategic function for retention, expansion, and customer satisfaction.
Key skills include account management, churn analysis, NPS, onboarding, upsell, and cross-sell. Knowledge of CS tools like Gainsight, Totango, and ChurnZero is a differentiator.
CS is becoming increasingly strategic in SaaS companies, with professionals directly contributing to recurring revenue growth (MRR/ARR).
About Account Manager
The Account Manager is the professional responsible for managing and expanding the relationship with clients after the sale. They act as a strategic partner, ensuring satisfaction, retention, and account growth, connecting client needs with company solutions.
Key skills include relationship management, negotiation, upsell and cross-sell, contract renewal, account planning, business reviews, metrics analysis (NPS, churn, LTV), and CRM knowledge (Salesforce, HubSpot). Communication, empathy, and business vision are fundamental differentiators.
Account Managers in technology and SaaS companies are highly valued, especially those who can increase recurring revenue (MRR/ARR) through account expansion and churn prevention. The field offers opportunities from account executive to director of accounts, with a focus on strategic relationship, revenue growth, and customer success.
Discover Other Areas
Understand the scope of work, key skills, and tools used in different career areas.
About Systems Analyst
The Systems Analyst is the professional responsible for analyzing, designing, and implementing technology solutions that meet business needs. They act as a bridge between business areas and the development team, ensuring that systems deliver real value to the organization.
Key skills include requirements gathering and analysis, process modeling (BPMN), data modeling, technical and functional documentation, system integration (APIs, microservices), and knowledge of ERPs and CRMs. Tools like Jira, Confluence, Visio, and project management platforms are essential.
Systems Analysts in technology companies are highly valued, especially those who master agile requirements analysis (user stories, backlog), system integration, and solution architecture. The field offers opportunities from junior analyst to solution architect, with a focus on efficiency, quality, and technological innovation.
About Web Master
The Web Master is the professional responsible for maintaining, securing, and ensuring the technical performance of websites and web applications. They manage servers, hosting infrastructure, uptime monitoring, and ensure everything runs fast and reliably.
Key skills include server management (Apache, Nginx), hosting (AWS, Google Cloud, Azure), CDN (Cloudflare), SSL, DNS, web security (WAF, firewall), performance (Core Web Vitals, cache, compression), and versioning (Git, CI/CD). Knowledge of Docker, WordPress, cPanel, and monitoring (Sentry, New Relic) is a differentiator.
Web Masters in technology companies are highly valued, especially those who master DevOps, SRE, and can guarantee uptime and performance at scale. The field offers opportunities from junior webmaster to SRE and infrastructure engineer, with a focus on reliability, security, and speed.
About Business Analysis
The Business Analyst (BA) is the professional responsible for identifying problems, opportunities, and solutions in organizational processes, acting as a bridge between business areas and the technology development team. They gather and specify requirements, map value streams, design future processes, and help ensure that software deliveries align with the company's strategic goals.
About Talent Acquisition
Talent Acquisition is the strategic area responsible for attracting, selecting, and hiring the best professionals for the organization. Unlike traditional recruitment, TA acts as a strategic business partner, aligning talent acquisition with the company's long-term objectives.
Key skills include advanced sourcing, employer branding, labor market analysis, talent pipeline management, and candidate experience. Tools like LinkedIn Recruiter, ATS (Greenhouse, Lever, Ashby), and assessment platforms are essential.
TA professionals in technology companies are highly valued, especially those who master tech sourcing, workforce planning, and recruitment metrics like time-to-hire and cost-per-hire.
About Graphic Designer
The Graphic Designer is the professional responsible for creating visual pieces for print and digital communication, from visual identity and logos to marketing materials and packaging. They combine creativity with technique to convey messages visually and impactfully.
Key skills include Adobe Photoshop, Illustrator, and InDesign, CorelDRAW, visual identity design, typography, color theory, packaging design, and motion graphics. Knowledge of vector illustration, offset/digital printing, and print production is a differentiator.
Graphic Designers in technology companies are highly valued, especially those who master social media design, infographics, and can create materials that strengthen brand visual identity. The field offers opportunities from junior graphic designer to art director and design director.
Comments 0