Job Description
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.
We are seeking a Long Tail Customer Success Manager (CSM) to own and scale the success of a large portfolio of small-to-mid-size customers (“long tail”) for our SaaS platform. This role is designed for high efficiency, operational excellence and fast impact through digital-first engagement, automation, data-driven prioritization, and standardized success motions rather than high-touch account management. While main focus of this role will be Longtail customers, there will be a significant element of maintaining operational data standards across the other parts of the portfolio.
The ideal candidate combines strong customer orientation with an affinity for technology, analytics, and product data. You will ensure customers realize value quickly, adopt key capabilities, renew successfully, and identify expansion opportunities where relevant.
HOW WE’LL BE WINNING TOGETHER DAY TO DAY
Portfolio Ownership (Scaled Success)
Manage a high-volume portfolio of long-tail customers across DACH and Europe
Deliver success primarily through one-to-many and digital channels (webinars, in-app messaging, campaigns, knowledge base, community)
Prioritize outreach using health scores, usage data, and risk indicators
Serve as the primary point of contact for non-strategic accounts
Onboarding & Adoption
Drive structured onboarding programs to accelerate time-to-value
Guide customers in adopting core product capabilities, especially data-driven workflows
Promote best practices for managing product information and digital content
Monitor usage metrics and intervene proactively when adoption stalls
Renewal & Retention
Support renewal processes for long-tail accounts
Identify churn risks early and execute mitigation plans
Collaborate with Sales and Account Management on commercial actions when needed
Customer Education & Enablement
Design and deliver scalable training formats (group sessions, tutorials, playbooks)
Maintain and improve self-service resources
Enable customers to independently operate the platform
Data-Driven Customer Management
Analyze product usage, engagement signals, and support trends
Maintain accurate CRM and Customer Success Platform data
Contribute insights to improve health scoring models and segmentation
Commercial & Operation Hygiene on wider portfolio
Review customer contracts, order forms, and amendments to ensure all products, data domains, recipients, and entitlements are correctly reflected in internal systems.
Validate that customer licenses, usage rights, and service entitlements are accurately provisioned and aligned with contractual agreements.
Maintain high data quality standards in Salesforce, including:
Account and opportunity hygiene
Correct product, SKU, and entitlement mapping
Accurate renewal dates, ACV, and contract term
WE SHOULD TALK IF THIS SOUNDS LIKE YOU
- Experience in Customer Success, Account Management, Technical Support, or similar SaaS roles
- Excellent language skills in English and either German or Polish (C1)
- Experience in using tools like Salesforce and ChurnZero
- Experience of managing a large number of customers simultaneously is strong plus
- Demonstrated ability to work in structured, process-driven environments
- Analytical mindset with comfort interpreting dashboards and usage metric
- Excellent communication and presentation skill
- Highly organized and self-managed in a remote environment
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.
