Enterprise Customer Success Manager – Retail AI (EMEA)

ACEPP; Carquefou; Sur place; EUR 71 000 - 118 000; Plein temps

Résumé du poste

SymphonyAI Retail is 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.

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, pricing, supply chain, store ops) and how AI/analytics deliver ROI.
• Excellent commercial acumen: negotiation, contract management, and procurement navigation.

Responsabilités

• 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.
• 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.
• Lead renewals end-to-end: term strategy, pricing, negotiation, and closure.
• Drive expansion (upsell/cross-sell) across our portfolio; collaborate with solution consultants and product specialists.

Connaissances

Enterprise account management

Renewals

Multi-country accounts

Retail processes knowledge

CRM (Salesforce)

Executive communication

Data/analytics

Formation

Bachelor’s degree in business/engineering/analytics

Outils

Salesforce

Analytics tools

Description du poste

SymphonyAI Retail is 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.