Senior Customer Success Manager

Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at www.syndigo.com . 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 ava