Senior Director of Customer Success (Remote, UK/Germany)

About the role

Syndigo is seeking a Senior Director of Customer Success to lead the post‑sales lifecycle for its Brands portfolio. This remote position serves customers located in the UK or Germany and is responsible for driving retention, expansion, and advocacy across a global network of brands and retailers.

Key responsibilities

• Own and drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across the Brands customer base.
• Establish renewal readiness and risk‑management frameworks, proactively mitigating churn and downsell risks.
• Build and scale a customer advocacy programme, including references, case studies, and executive sponsorship.
• Develop senior‑level relationships with key stakeholders and act as executive sponsor for strategic accounts.
• Ensure strong 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 senior leadership experience in Customer Success or related functions within SaaS or data‑management environments.
• Track record of delivering measurable retention and growth metrics (GRR, NRR).
• Strong commercial awareness and ability to influence internal priorities based on the customer voice.
• Experience managing remote teams and working with customers in the UK or Germany.

Required skills

What we offer

• Opportunity to shape the customer success strategy for a market‑leading data and content platform.
• Remote work flexibility for candidates in the UK or Germany.
• Collaborative culture with a focus on innovation and customer impact.