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Strategic customer success manager, CPG

Writer

Greater London

On-site

GBP 80,000 - 100,000

Full time

25 days ago

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Job summary

A leading technology company in the UK seeks a Strategic Customer Success Manager to drive AI-powered transformation for Fortune 50 CPG customers. This role requires at least 7 years of CPG experience and expertise in AI solutions integration. The ideal candidate will lead the onboarding, adoption, and retention processes while cultivating strategic relationships with C-level stakeholders. Benefits include generous PTO, comprehensive insurance, and competitive compensation with stock options.

Benefits

Generous PTO plus company holidays

Comprehensive medical and dental insurance

Paid parental leave for all parents (12 weeks)

Fertility and family planning support

Early-detection cancer testing

Competitive pension scheme

Annual work-life stipends

Wellness stipend

Learning and development stipend

Company-wide off-sites

Competitive compensation and company stock options

Qualifications

7 years experience in CPG ideally with in-house expertise.
3-5 years in a customer facing SaaS or consulting role.
Experience influencing executive decision-makers.

Responsibilities

Lead strategic relationships with senior stakeholders.
Drive AI adoption within customer organizations.
Manage complex high-value AI transformation programs.
Own the full customer renewal process.
Accountable for customer retention metrics.
Collaborate with Sales for mutual growth opportunities.
Advocate for customer needs internally.
Leverage data analytics for insights.
Ensure a seamless customer journey from onboarding.

Skills

7 years experience in CPG ideally with in-house expertise

3-5 years in customer facing SaaS or consulting role

Engaging C-level stakeholders

Understanding of CPG industry dynamics

Leading complex programs

Data driven with strong business acumen

Excellent communication skills

Proactive self-motivated and organized

About this role

Were looking for a Strategic customer success manager to lead AI powered transformation for our Fortune 50 customers in the CPG industry. This role is designed for an experienced professional with deep expertise in CPG who thrives on driving innovation within this ecosystem. The ideal candidate is passionate about integrating AI solutions into core CPG workflows identifying tangible business value and building strong strategic partnerships with customers.

As our Strategic customer success manager youll be pivotal in refining our processes for onboarding adoption and retention within the CPG sector. With an NRR of 130% and GRR is 95% youll be building on a world-class foundation to drive even greater success.

Youll be reporting to the Director of customer success and be working very closely with our other customer success managers in building a world class CS org.

Your responsibilities

Lead strategic relationships with senior stakeholders across Fortune 50 CPG customers acting as the main point of contact and trusted advisor
Drive AI adoption within customer organizations by developing tailored success plans that align AI solutions with key business objectives and measurable outcomes
Manage complex high-value programs that focus on AI - powered transformation ensuring seamless execution adoption and business value realization
Own the full customer renewal process including forecasting negotiating and proposal creating
Be accountable for customer retention : Drive both Gross and Net dollar retention rate targets for your customers
Collaborate closely with Sales to identify and execute expansion opportunities ensuring mutual growth through cross-sell and up-sell initiatives
Advocate for customer needs internally : Leverage CPG-specific insights to influence product strategy and enhance the customer experience
Leverage data analytics : Analyze product usage and adoption data to uncover valuable insights empowering customer champions with smarter decision-making
Lead the customer journey : Ensure a seamless experience from onboarding through renewals and expansions always focusing on long-term customer success and satisfaction

Is this you

7 years experience in CPG ideally with in-house expertise
3-5 years experience in a customer facing saas or consulting role with experience in driving business transformation strategy or enablement
Proven ability to engage C-level stakeholders with experience influencing executive decision-makers and driving adoption at the highest levels
Strong understanding of CPG industry dynamics including its challenges opportunities and specific needs for digital transformation
A track record of leading complex programs with a focus on strategic alignment KPIs and driving large-scale adoption
Data driven with strong business acumen : Ability to link product value and AI solutions to measurable business outcomes
Excellent communication skills : A skilled storyteller who can clearly articulate value propositions and insights to both technical and non-technical audiences
Proactive self-motivated and highly organized thriving in a fast-paced high-growth environment
A natural affinity to our values of Connect Challenge Own

Preferred skills

Background in management consulting particularly with a focus on AI or digital transformation in CPG
Experience in operational transformation
Experience managing large-scale change management programs or AI rollouts in complex organizations
Exceptional presentation skills : Able to create and deliver compelling narratives to executive audiences driving strategic initiatives forward

Benefits