Senior Customer Success Manager

Senior Customer Success Manager

**This position requires candidates to be located in Bangalore only**

In this role, you will own the health, growth, and defence of Syndigo’s Enhanced Content (Content Cast) retailer network. You will be the single accountable owner for script implementation, network performance, and retailer and manufacturer relationships, helping protect and grow the brand revenue that depends on this network.

This role requires working in the European shift

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Own the correct implementation and ongoing health of Syndigo scripts across retailer websites.
• Drive adoption of rich content modules and logo programs, such as HP Recommends and Epson Recommends.
• Lead Energy Label rollouts and coordinate custom XML, HTML, and API integrations from setup through launch.
• Monitor coverage, script functionality, content gaps, and syndication performance.
• Conduct coverage studies, audits, and year-over-year trend analysis to identify opportunities and risks.
• Partner with dashboard and reporting owners to improve the accuracy of recipient status and network reporting.
• Maintain retailer wishlists, growth plans, onboarding trackers, dashboards, and regional retailer lists used by Sales and Customer Success teams.
• Surface actionable insights and business cases for CSMs, Sales, Product, and other internal stakeholders.
• Serve as the primary liaison across manufacturers, retailers, CSMs, Sales, Product, Operations, Support, and Engineering.
• Own the relationship motion for active retailers after acquisition, including implementation follow-up, engagement, usage reviews, issue escalation, and relationship health.
• Run regular business reviews with key brand and retailer partners and drive retailer advocacy based on the value delivered by Syndigo.
• Lead regular network expansion and health meetings, including expansion status, escalations, and RACI alignment.
• Support strategic retailer conversations where Syndigo needs to be positioned as a partner in marketplace, content, syndication, or PDP experience programs.
• Defend Syndigo placements against Flixmedia, Loadbee, Icecat, and other syndication providers by identifying competitive risks and defining actions to improve Syndigo’s position in the retailer waterfall.
• Identify brands already selling through a retailer but not yet syndicating rich content there, creating expansion opportunities for Sales and Customer Success.
• Use retailer feeds, coverage data, traffic, and priority-account analysis to identify high-value brand gaps.
• Support CSMs and Sales with retailer-specific expansion narratives and business cases.
• Work with strategic brands to leverage their influence in support of retailer expansion where appropriate.
• Engage Tier 2 and Tier 3 retailers requested by brands and drive interest in implementing Syndigo Enhanced Content scripts, while supporting Tier 1 outreach and discussions.
• Coordinate escalations related to content visibility, missing content, retailer waterfalls, PDP rendering, inactive connections, dashboard inaccuracies, and conflicting provider behavior.
• Partner closely with Product, Engineering, Support, and Customer Success to resolve issues that impact retailer confidence or content availability.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Strong experience in Enhanced Content, Rich Content, product content syndication, or a closely related domain.
• Existing relationships with brands and EMEA retailers.
• Experience working with retailers, brands, e-commerce platforms, or retail technology.
• Technical fluency with script deployment and web technologies, including JavaScript, HTML, CSS, XML, and JSON.
• Understanding of API integrations and experience working with technical teams to troubleshoot integration issues.
• Basic understanding of iFrames, product feeds, and Server-Side Rendering (SSR).
• Familiarity with browser developer tools, such as Chrome DevTools, for troubleshooting and validation.
• Strong Excel skills, including lookups, pivot tables, comparisons, and data analysis.
• Experience using Jira and Confluence for issue tracking and documentation.
• Commercially aware and comfortable participating in QBRs, customer and deal conversations, and competitive positioning.
• Strong verbal and written communication skills, with the ability to work effectively across Customer Success, Sales, Product, Support, Operations, and Engineering.
• Highly organised and self-directed, with the ability to independently manage multiple critical customer issues and priorities.
• Strong analytical and problem-solving skills.
• Ability to work during European hours.
• Familiarity with CMS and e-commerce platforms such as Magento, WordPress, or Shopify (preferred but not required).
• Experience with Product Information Management (PIM) or Master Data Management (MDM) platforms (preferred but not required).
• Experience with Rich Content or Enhanced Content syndication (preferred but not required).
• Experience with Salesforce or Customer Success platforms (preferred but not required).
• Understanding of Content Security Policy (CSP) (preferred but not required).
• Knowledge of SEO, Product Detail Page (PDP) optimisation, or digital merchandising (preferred but not required).
• Knowledge of EU Energy Labels or other product compliance programs (preferred but not required).
• Experience in SaaS, product syndication, or retail technology (preferred but not required).
• Willingness to learn new technologies and integration methods, with training provided.