Customer Success Manager

Summary

Join Syndigo as a Customer Success Manager and ensure our influential brand clients have a delightful experience using our product suite. You will be the primary point of contact, building strong relationships with various stakeholders to drive client success and retention. This role involves coordinating with diverse teams, refining engagement models, performing business reviews, and identifying opportunities for value growth. You will also be responsible for managing NPS metrics and facilitating marketing activities. This position is ideal for someone with SaaS experience and a passion for customer success in a global B2B environment. The role offers competitive compensation and the possibility of remote work within India.

Requirements

• 3+ years of SaaS experience as a Customer Success Manager, Implementation Manager/Engineer, or Account Manager at a B2B SaaS business serving global (US/EU) customers
• Experience carrying onboarding, renewal, or upsell targets
• Experience in project management for various customers and a strong ability to manage stakeholder expectations, timelines, and commitments
• Strong written and interpersonal skills (both written and verbal)
• Willingness to travel to meet customers, internal team members, and partners
• Undergraduate degree (B.E/B.Tech) and/or MBA

Responsibilities

• Act as a key Syndigo ambassador in client organizations by demonstrating company values and establishing strong credibility
• Serve as the primary point of contact from Syndigo and key champion for the customer, responsible for overall success and long-term partnership
• Build relationships with various customer and partner stakeholders and executives at the Director and/or CxO level to create champions and references
• Orchestrate and coordinate relevant work/activities with multi-location, multicultural, multi-skill, multi-disciplinary teams
• Evolve and refine the engagement model, working arrangement, and RASCI based on partner maturity and customer needs
• Bring industry and domain best practices and methodologies in the execution of program/projects across Master Data Management, Data Governance, Data Management, Integrations, Business Intelligence, and Analytics
• Perform business reviews with customers and partners on a regular cadence
• Be responsible for customer retention and take ownership of renewals
• Identify and nurture opportunities for value growth with the customer; Lead customer workshops to help create a long-term vision and strategy for MDM across multiple industry verticals
• Be responsible for NPS metrics for customers and partners
• Facilitate marketing activities like events, speaking engagements, references, testimonials, etc., with customers and partners
• Manage negotiations and conflicts with excellent communication skills
• Be a Syndigo ambassador to partner organizations in terms of competency development and delivery support

Benefits

• Competitive compensation with fixed salary and incentives
• Remote work option within India (Bangalore location preferred)