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Senior Customer Success Manager

Dragonfly AI

Greater London

Remote

GBP 60,000 - 80,000

Full time

Yesterday

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Job summary

A leading company in visual AI is seeking a Senior Customer Success Manager to enhance customer engagement and satisfaction. This role involves managing relationships with major clients like Coca-Cola while driving product adoption and strategic consultancy. Join a rapidly growing team that values innovation and offers a flexible work environment.

Benefits

Unlimited holiday

Flexible work schedule

Career advancement opportunities

Qualifications

Minimum of 5 years in Customer Success roles.
Experience managing strategic enterprise accounts in CPG sector.

Responsibilities

Drive customer engagement and enhance product adoption.
Own the onboarding and training process for new customers.
Work collaboratively with sales, product, and marketing teams.

Skills

Customer Success

Analytical Skills

Collaboration

Job Title: Senior Customer Success Manager

Location: Remote, with access to London office as required

Reports To: Head of Customer Success

About Dragonfly AI:

Founded in 2018, Dragonfly AI is on a mission to revolutionize the branding and retail industry through innovative visual AI solutions. Born from over a decade of research at Queen Mary University of London, our technology helps global industry leaders harness the power of predictive visual analytics. Our platform, grounded in biological principles and enriched with cutting-edge research, is a pioneer in the attention economy, designed to enhance the efficacy and impact of content in today's fast-paced, content-rich environments.

Having recently completed a Series A funding round it is an exciting time to join a rapidly growing business. Dragonfly AI have grown consistently year on year, with ARR forecast to increase from $2.5m in 2024 to $5m by the end of 2025 ; and an ambition to grow to $20m+ ARR by 2027.

We work with over 30 of the world’s leading brands, including: Coca-Cola, LEGO, Amazon, Johnson & Johnson, Nestle and Diageo to name a few; and there is a significant opportunity to expand these relationships further.

The Role:

As Dragonfly AI continues to expand, we are seeking a strategic and dynamic Senior Customer Success Manager to partner with our commercial lead to manage our relationship with Coca Cola and support a portfolio of additional CPG brands. This pivotal role involves driving customer engagement, enhancing product adoption, ensuring high customer satisfaction, and aligning with the company’s growth objectives. Reporting directly to the Head of Customer Success and working closely with the commercial side of the business and the product team, this position is key to our success in the competitive AI technology landscape.

Responsibilities:

●Industry Expertise and Client Focus:

Bring a deep understanding of SaaS environments, with specific experience working with Consumer-Packaged Goods (CPG)companies, preferably focused on Marketing , Creative or Human Insights teams. Utilising this expertise to tailor strategies and solutions that meet industry-specific needs.

●Thought Leadership:

Act as a thought leader in the CPG and retail innovation space, advising both internal and client stakeholders on emerging trends in visual AI, shopper behaviour, and content performance within and outside the organisation.

●Strategic consultancy

Function as a strategic advisor to creative and insights teams at clients like Coca-Cola, providing best practice guidance, competitive benchmarking, and recommendations for optimising content impact.

●Performance Metrics and ROI Accountability:

oMonitor and drive adoption KPIs that reflect the effectiveness of our customer engagement strategies. Develop and share ROI stories that demonstrate the tangible value our customers gain from our solutions, reinforcing the impact of our products and services.

●Customer Onboarding and Training:

oOwn the onboarding and training process for new customers, ensuring a smooth transition and early success in their journey with our products. Continuously refine and optimise the onboarding process to enhance customer experience and satisfaction.

●Cross-Functional Collaboration:

oWork collaboratively with sales, product, and marketing teams to align on customer-centric initiatives, ensuring seamless integration and unified approaches to market and customer engagement.

oAct as the voice of the customer internally, partnering with Product and Sales to shape roadmap decisions and go-to-market strategies based on client feedback and market trends.

Experience:

●Customer Success Background: Minimum of 5 years in Customer Success roles, with at least 2 years managing strategic enterprise accounts in the CPG sector. A proven track record of fostering account growth and reducing churn is essential.

●Industry Expertise: Vast experience working with global CPG and/or Retail customers, with a thorough understanding of the value of account expansion in this sector.

●Collaborative Skills: Experienced in working collaboratively with teams on accounts involving both off-the-shelf products and bespoke data solutions for enterprise accounts. This role requires the ability to align cross-functional teams and drive successful outcomes, enhancing customer satisfaction.

●Analytical Proficiency: Advanced analytical skills to meticulously manage, interpret, and leverage customer data and Business Customer Success metrics to drive strategic decisions and optimize customer success outcomes.

Employment Terms:

●Competitive salary and benefits package.

●Opportunities for remote work with required periodic travel to our London office and client sites, including occasional travel to the United States.

Why Work for Dragonfly AI?

At Dragonfly AI, you'll join a rapidly growing company that values innovation and creativity. We offer unlimited holiday and trust our staff to manage their own schedules, ensuring a healthy work-life balance. Our rapid commercial growth not only signals our success but also forecasts the expansion of our teams, providing numerous opportunities for career advancement and leadership roles. Our environment encourages new ideas and supports your growth through continuous learning and leadership opportunities. Working with us means being at the forefront of cutting-edge technology, in a company that truly values its people first.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time
Industries
Technology, Information and Internet

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