Lead Customer Success Manager
syndigo
Poland
Customer Success
Account Manager
Advertising
Job Score
100 pts
On-site model (+70)
Customer Success (+10)
Account Manager (+10)
Advertising (+10)
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.
***This role is a remote role open to candidates currently residing in Poland***
We’re looking for a Lead Customer Success Manager to assist our customers in their use of Syndigo’s product offering & to ensure ongoing success for our rapidly growing B2B SaaS company. This role is great for a person who’s looking to build a successful career in Customer Success domain, data management domains & work with a global team.
HOW WE’LL BE WINNING TOGETHER DAY TO DAY
- 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.
WE SHOULD TALK IF THIS SOUNDS LIKE YOU
- 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 distributed, and multicultural teams
- Strong analytical skills with the ability to identify customer growth opportunities and recommend strategic solutions
- Ability to facilitate workshops, business reviews, and executive-level presentations
- Willingness and ability to travel domestically and internationally as required
- Proficiency with Microsoft Office Suite and customer success/CRM tools
- Experience in both project execution and customer management roles is a plus
We offer a competitive, globally aligned benefits package designed to support your well-being, growth, and work-life balance. This includes generous paid time off, health coverage, and retirement plans tailored to local markets, along with learning opportunities through tuition reimbursement. Employees also benefit from programs like donation matching, volunteer time off, referral bonuses, and flexible perks such as Flex Fridays—helping you thrive both at work and beyond.
Your individual compensation within the budgeted salary range is determined based on your skills, education, experience, and internal equity. This position is commission-eligible.
Budgeted Salary Range (not including eligible commission):
200 000 zł—250 061,64 zł PLN
Commission:
40 000 zł—50 012,33 zł PLN
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.
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).
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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.
About Advertising
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