Senior Director, Customer Success

About the role

Syndigo is seeking a Senior Director of Customer Success (Brands) to own the post‑sales lifecycle for its brand customers. This remote position, open to candidates in the UK or Germany, focuses on driving retention, expansion, and advocacy across a global portfolio.

Key responsibilities

• Own and drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for the Brands customer base.
• Establish renewal readiness, risk management frameworks, and mitigation plans for churn and downsell.
• Build and scale a customer advocacy programme, including references, case studies, and executive sponsorship.
• Develop senior‑level relationships and act as executive sponsor for strategic accounts.
• Ensure post‑go‑live adoption, engagement, and value realisation through success plans, health scoring, QBRs, and executive reviews.
• Lead, coach, and develop Customer Success Managers, defining goals, KPIs, and a high‑performance culture.

Required profile

• Proven experience leading Customer Success teams in a SaaS or data‑management environment.
• Accountability for customer retention, expansion, and advocacy.
• Ability to define clear goals, responsibilities, and KPIs aligned to retention and growth.
• Experience building senior‑level executive relationships and acting as an executive sponsor.
• Track record of hiring, retaining, and developing high‑performing teams.

Required skills

What we offer

• Remote work flexibility for UK or Germany residents.
• Opportunity to shape the customer success function at a market‑leading data and content platform.