Senior Customer Success Manager, Healthcare & Medical Devices

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About the role

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 . **This is a remote position open to candidates in Portugal only** As a Strategic Customer Success Manager , you will own the post-sale relationship for a portfolio of Syndigo’s largest and most strategic healthcare and medical device customers. You will act as a trusted advisor to executive stakeholders, driving measurable business outcomes, product adoption, retention, and expansion across complex, multi-threaded enterprise accounts. You will manage a book of business of approximately 8-12 strategic enterprise customers focused on the healthcare and medical device space, fostering strong partnerships through a deep understanding of each customer’s business objectives, priorities, and challenges, including the regulatory and compliance requirements that shape their business. You will play a role in improving our competitive advantage by developing, testing, and improving our workflows and product offerings. This will happen via participating in pilots, actively identifying improvements, and working with various internal teams to not only meet but exceed our customers’ expectations. HOW WE’LL BE WINNING TOGETHER DAY TO DAY • Own the end-to-end success of assigned strategic enterprise accounts following implementation • Establish, document, and track customer goals, success metrics, and ROI realization plans • Lead recurring executive-level conversations focused on value delivered, business impact, and strategic alignment • Partner with customers to navigate regulatory-driven product data requirements, including FDA Unique Device Identification (UDI) and GUDID submissions, and align Syndigo solutions to their compliance needs • Build and maintain trusted relationships with senior customer stakeholders (Director, VP, C-level) • Serve as the primary point of contact and escalation owner for assigned accounts, internally and externally • Lead structured performance reviews (including QBRs) that highlight outcomes, insights, risks, and next steps while driving ongoing discovery • Drive deep product adoption across customer teams and use cases • Identify adoption barriers, limitations, and risks, and partner with customers to remove roadblocks • Document risk within ChurnZero and proactively develop and execute mitigation and success plans with internal stakeholders • Collaborate with Commercial Sales and CSM Leadership to support customer renewals through insights and strategic guidance • Identify expansion opportunities through value discovery and product alignment, creating qualified lead pass opportunities for Sales • Partner with Account Executives to support upsell and cross-sell initiatives • Identify, develop, and nurture customer advocates within your book of business • Proactively identify advocacy risk and develop mitigation strategies to preserve long-term relationships • Partner with internal teams to secure customer referrals, testimonials, and event speakers • Serve as the voice of the customer internally, influencing Product, Support, and Services • Translate healthcare and medical device regulatory and compliance needs into clear product feedback and requirements for Product, Support, and Services • Coordinate internal resources to deliver a seamless, high-quality enterprise customer experience • Work with clients and

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