Customer Success Manager

Introduction

Job Title: Customer Success Manager
Location: United Kingdom

About SymphonyAI Retail:
SymphonyAI Retail is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry. We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimize decision-making, and deliver exceptional customer experiences.

Overview:
We are seeking an experienced Customer Success Manager to own commercial outcomes and strategic relationships across a portfolio of enterprise retail and CPG customers in the EMEA region. Based in the UK, you will drive renewals, expansion, and value realization by partnering closely with customer success, delivery, product, and sales teams. This is a high-impact role for a consultative, data-driven relationship builder with a deep understanding of retail and enterprise SaaS.

Job Description

Responsibilities:

Account ownership and strategy

• Own a defined portfolio of EMEA accounts post-sale; develop multi-level relationships with business and IT stakeholders.
• Build account plans aligned to customer priorities; map organisations, identify champions, and mitigate risks.
• Maintain accurate forecasts, account health metrics, and executive-ready reporting.

Value realisation and adoption

• Define success criteria and ROI baselines; lead QBRs/EBRs to demonstrate business impact.
• Partner with Customer Success and Delivery to ensure on-time implementations, adoption, and outcome attainment.
• Proactively identify opportunities to improve solution usage, data quality, and process integration.

Commercial management

• Lead renewals end-to-end: term strategy, pricing, negotiation, and closure.
• Drive expansion (upsell/cross-sell) across our portfolio (e.g., merchandising, pricing, supply chain, store operations, customer insights), collaborating with solution consultants and product specialists.
• Navigate procurement cycles, legal reviews (MSA/SOW), and compliance requirements; coordinate internal approvals.

Pipeline generation and collaboration

• Surface growth opportunities within existing accounts; generate and qualify expansion pipeline.
• Partner with new-business sales for multi-country opportunities and consistent coverage across EMEA.
• Provide market and account feedback to Product and Marketing; support case studies and references.

Governance and execution

• Establish cadence with customer and internal teams; run steering committees and executive business reviews.
• Track contractual obligations, SLAs, and data privacy/security requirements; ensure issue resolution and escalation management.
• Maintain CRM hygiene and adhere to operating rhythms, forecasting, and reporting standards.

Thought leadership

• Advise customers on best practices in merchandising, pricing/promo, demand planning, store operations, and customer analytics.
• Translate AI/ML and analytics into clear business value narratives for executive stakeholders.

Required Skills & Qualifications:

• 5–10+ years of enterprise account management in SaaS/data/analytics, with a strong track record in retail and/or CPG.
• Proven success driving renewals and net revenue retention; comfortable with complex, multi-country accounts.
• Strong understanding of retail processes (merchandising/assortment, pricing/promo, supply chain/forecasting, store ops) and how AI/analytics deliver ROI.
• Excellent commercial acumen: negotiation, contract management, and procurement navigation.
• Executive communication and storytelling skills; able to connect technical capabilities to business outcomes.
• Proficiency with CRM (e.g., Salesforce), analytics tools, and productivity suites; familiarity with customer success platforms is a plus.
• Language: fluent English required and additional EMEA languages are a plus.
• Education: bachelor’s degree in business, engineering, analytics, or related field; advanced degree is a plus.
• Willingness to travel 30–50% across EMEA

Preferred Skills & Qualifications:

• Familiarity with customer success platforms is a plus.
• Advanced degree is a plus.

Diversity & Inclusion Statement:
We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI serves 1,500+ enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 30 countries.

Responsibilities:

Account ownership and strategy

• Own a defined portfolio of EMEA accounts post-sale; develop multi-level relationships with business and IT stakeholders.
• Build account plans aligned to customer priorities; map organisations, identify champions, and mitigate risks.
• Maintain accurate forecasts, account health metrics, and executive-ready reporting.

Value realisation and adoption

• Define success criteria and ROI baselines; lead QBRs/EBRs to demonstrate business impact.
• Partner with Customer Success and Delivery to ensure on-time implementations, adoption, and outcome attainment.
• Proactively identify opportunities to improve solution usage, data quality, and process integration.

Commercial management

• Lead renewals end-to-end: term strategy, pricing, negotiation, and closure.
• Drive expansion (upsell/cross-sell) across our portfolio (e.g., merchandising, pricing, supply chain, store operations, customer insights), collaborating with solution consultants and product specialists.
• Navigate procurement cycles, legal reviews (MSA/SOW), and compliance requirements; coordinate internal approvals.

Pipeline generation and collaboration

• Surface growth opportunities within existing accounts; generate and qualify expansion pipeline.
• Partner with new-business sales for multi-country opportunities and consistent coverage across EMEA.
• Provide market and account feedback to Product and Marketing; support case studies and references.

Governance and execution

• Establish cadence with customer and internal teams; run steering committees and executive business reviews.
• Track contractual obligations, SLAs, and data privacy/security requirements; ensure issue resolution and escalation management.
• Maintain CRM hygiene and adhere to operating rhythms, forecasting, and reporting standards.

Thought leadership

• Advise customers on best practices in merchandising, pricing/promo, demand planning, store operations, and customer analytics.
• Translate AI/ML and analytics into clear business value narratives for executive stakeholders.

Required Skills & Qualifications:

• 5–10+ years of enterprise account management in SaaS/data/analytics, with a strong track record in retail and/or CPG.
• Proven success driving renewals and net revenue retention; comfortable with complex, multi-country accounts.
• Strong understanding of retail processes (merchandising/assortment, pricing/promo, supply chain/forecasting, store ops) and how AI/analytics deliver ROI.
• Excellent commercial acumen: negotiation, contract management, and procurement navigation.
• Executive communication and storytelling skills; able to connect technical capabilities to business outcomes.
• Proficiency with CRM (e.g., Salesforce), analytics tools, and productivity suites; familiarity with customer success platforms is a plus.
• Language: fluent English required and additional EMEA languages are a plus.
• Education: bachelor’s degree in business, engineering, analytics, or related field; advanced degree is a plus.
• Willingness to travel 30–50% across EMEA

Preferred Skills & Qualifications:

• Familiarity with customer success platforms is a plus.
• Advanced degree is a plus.

Diversity & Inclusion Statement:
We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI serves 1,500+ enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 30 countries.