Senior Director, Customer Success

About Syndigo: Syndigo is the undisputed global leader and tech-enabled pioneer driving the continual flow of rich product data and content throughout the entire commerce ecosystem. We build the foundational software models and syndication engines that maximize master data management, product information management (PIM), digital asset governance, and conversion analytics across industries like grocery, e-commerce, healthcare, and automotive sectors. Connecting an elite, two-sided network of over 50,000 users spanning 12,000+ global brands and 1,750+ global retailers, Syndigo equips consumers to shop with absolute confidence.

Position Overview

We are seeking a commercially astute, data-driven Senior Director of Customer Success (Brands) to lead and scale our post-sales customer lifecycle operations across the European theater. In this executive leadership seat, you hold comprehensive commercial accountability for safeguarding customer retention, unlocking account expansion opportunities, and scaling our advocacy pipelines across our Brands portfolio. Primarily evaluated on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and reference-building initiatives, you will install robust renewal readiness systems and risk-mitigation frameworks. This role demands a seasoned B2B SaaS executive capable of maintaining deep relationships with C-suite stakeholders at major global brands.

Key Responsibilities

• Retention & Expansion Management (GRR/NRR): Own, track, and protect GRR and NRR performance benchmarks across our global Brands customer footprint, implementing predictive risk-mitigation architectures.
• Executive Stakeholder Engagement: Act as the primary executive sponsor for tier-1 strategic client accounts, maintaining healthy, consultative relationships with senior brand leaders.
• Customer Advocacy Scaling: Design and scale our formal customer advocacy program, turning successful case studies, user metrics, and renewals into active reference loops and global event sponsorships.
• Adoption & Value Realization: Oversee post-onboarding software adoption trends, standardizing customer health scoring data, structural Quarterly Business Reviews (QBRs), and executive value scorecards.
• High-Performance Team Leadership: Recruit, mentor, and lead a high-performing squad of Customer Success Managers, installing clear KPI boundaries centered on commercial awareness and extreme accountability.
• Cross-Functional Product Alignment: Partner tightly with regional Sales, Product Management, and Technical Support divisions to route user usage data and customer feature requests directly back into our core software development roadmap.
• Executive Metrics Reporting: Deliver clear, actionable reporting dashboards to the global executive suite, tracing account health variables, financial downsell vectors, and adoption patterns.

Required Skills & Qualifications

• 10+ years of verified professional history running Customer Success management, client relationship optimization, or account growth portfolios natively inside a B2B SaaS environment.
• Proven tracking background independently scaling Customer Success teams and directly owning large-scale **GRR and NRR multi-million dollar books of business**.
• Strong commercial acumen with hands-on experience co-architecting renewal systems and upsell models alongside enterprise Account Executives.
• Data-driven mindset with a demonstrated ability to interpret telemetry trends, product engagement loops, and account financial performance statistics.
• Outstanding executive-level written, visual, and verbal English communication mechanics.
• A Bachelor’s degree in Business Administration, Systems Engineering, Computer Science, Management, or equivalent practical experience.
• Location Context: 100% remote-first executive infrastructure flexibility open exclusively to qualified candidates permanently operating from within **Germany or the United Kingdom (UK)**.
• Travel Parameters: Full personal flexibility to travel approximately 15–25% for on-site client reviews, executive roundtables, or internal regional team settings.

Preferred Strategic Indicators (Nice to Have)

• Prior technical exposure or account management background within the e-commerce supply chain, product information management (PIM), master data governance, or digital asset distribution industries.
• Familiarity navigating European retail networks, distributor logistics, or FMCG brand mechanics.

What We Offer

• The exceptional executive runway to lead customer success strategies for the world’s largest two-sided product content data syndication ecosystem.
• Highly competitive, market-leading senior compensation matrix complemented by a strong performance-based incentive tier.
• Stable remote-work flexibility backed by a culture deeply committed to equity, continuous technical innovation, and global collaboration.
• Profound personal development paths with access to cutting-edge cloud analytics tools, executive workshops, and structured internal leadership support loops.