Lead Customer Success Manager

***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