Senior Customer Success Manager - Retail AI SaaS (EMEA)

SymphonyAI; Greater London; Presencial; GBP 85.000 - 110.000; Jornada completa

Descripción de la vacante

SymphonyAI in the United Kingdom seeks an experienced Customer Success Manager to own commercial outcomes and strategic relationships across enterprise retail and CPG customers in the EMEA region.

Based in the UK, you will drive renewals, expansion, and value realization by partnering with customer success, delivery, product, and sales teams, leveraging data-driven insights to maximize ROI.

Formación

• 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.
• Executive communication and storytelling skills; able to connect technical capabilities to business outcomes.
• Willingness to travel 30–50% across EMEA.

Responsabilidades

• 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.
• Lead renewals end-to-end: term strategy, pricing, negotiation, and closure.
• Drive expansion (upsell/cross-sell) across our portfolio (merchandising, pricing, supply chain, store ops, customer insights).
• Navigate procurement cycles, legal reviews, and compliance; coordinate internal approvals.
• Surface growth opportunities within existing accounts; generate and qualify expansion pipeline.
• Provide market and account feedback to Product and Marketing; support case studies and references.

Educación

Bachelor's degree in business/engineering/analytics

Advanced degree

Herramientas

Salesforce CRM

CRM platforms

Descripción del empleo

SymphonyAI in the United Kingdom seeks an experienced Customer Success Manager to own commercial outcomes and strategic relationships across enterprise retail and CPG customers in the EMEA region.

Based in the UK, you will drive renewals, expansion, and value realization by partnering with customer success, delivery, product, and sales teams, leveraging data-driven insights to maximize ROI.