Hybrid Enterprise CSM: Strategic Growth & Value

Syndigo; Chicago (IL); Hybrid; USD 72,000 - 85,000; Full time

Benefits offered by this job

Health insurance

PTO

Volunteer time off

Disability insurance

Parental leave

401(k)

Tuition reimbursement

Job summary

Syndigo is hiring a Strategic Customer Success Manager in a hybrid Chicago-based role. You will own post-sales relationships for 8–12 strategic enterprise customers, driving measurable value, product adoption, retention, and expansion across complex accounts.

You will engage executive stakeholders, craft success plans, and collaborate with Sales and cross-functional teams to maximize renewals and upsell opportunities. Prior experience with large enterprises and strong communication are essential.

Qualifications

• 4+ years of experience in a customer-facing role with demonstrated success in client relationship management.

Responsibilities

• 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.
• 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.
• 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.

Skills

Customer-facing role

Executive communication

Enterprise accounts

Technology proficiency

Presentation skills

Independent decision-making

Troubleshooting

CPG industry knowledge

Job description

Syndigo is hiring a Strategic Customer Success Manager in a hybrid Chicago-based role. You will own post-sales relationships for 8–12 strategic enterprise customers, driving measurable value, product adoption, retention, and expansion across complex accounts.

You will engage executive stakeholders, craft success plans, and collaborate with Sales and cross-functional teams to maximize renewals and upsell opportunities. Prior experience with large enterprises and strong communication are essential.