SymphonyAI
Customer Success Manager
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Customer Success Manager – EMEA
About the Role
SymphonyAI Retail is a leading provider of advanced AI-driven solutions and services designed specifically for the retail industry. We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance operations, optimise decision-making, and deliver exceptional customer experiences.
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 EMEA, based in the UK. This high-impact role is ideal for a consultative, data-driven relationship builder with deep expertise in retail and enterprise SaaS, responsible for driving renewals, expansion, and value realisation.
Responsibilities
Account Ownership & Strategy
- Own a defined portfolio of EMEA accounts post-sale, developing multi-level relationships with commerce 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 & Adoption
- Define success criteria and ROI baselines; lead QBRs (Quarterly Business Reviews) and EBRs (Executive Business Reviews) 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.
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Commercial Management
- Lead renewals end-to-end: develop 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 & Collaboration
- Surface growth opportunities within existing accounts; generate and qualify expansion pipeline.
- Partner with new-business sales for multi-country opportunities and ensure consistent coverage across EMEA.
- Provide market and account feedback to Product and Marketing; support case studies and references.
Governance & 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.
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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 in 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 operations) and how AI/analytics deliver ROI.
- Excellent commercial acumen: negotiation, contract management, and procurement navigation.
- Executive communication and storytelling skills; ability 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; 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.
Diversity & Inclusion Statement
We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.
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