Introduction
SymphonyAI Retail CPG is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry. We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimise decision-making, and deliver exceptional customer experiences.
We are seeking a senior leader to build and lead our EMEA Customer Success organisation and to own sales operations for the region. You will carry a team quota for retention and upsell/expansion, drive value realisation and executive relationships across strategic accounts, and establish the operational rigor that underpins accurate forecasting, scalable processes, and predictable growth. This is a high-impact, managerial role requiring proven authority leading senior customer success managers, strong commercial acumen, and an operational mindset spanning CRM/CPQ, forecasting, renewals, and quote-to-cash.
Job Description
Customer Success leadership
- Lead, coach, and develop a high-performing team of senior Customer Success Managers and renewal/expansion specialists across EMEA.
- Own regional gross and net revenue retention, expansion, and churn mitigation; carry and achieve the team quota for renewals and upsell.
- Establish customer success strategy, segmentation, and engagement models (playbooks, success plans, QBR/EBR cadences, health scoring).
- Build and maintain executive-level relationships with key customers; chair executive steering committees and drive value realization and ROI.
- Standardize onboarding and adoption practices to reduce time-to-value and increase product utilisation, advocacy, and references.
- Create and run a Voice of Customer program to capture feedback and influence roadmap and service offerings.
Sales operations ownership (EMEA)
- Own EMEA sales operations across forecasting, pipeline governance, territory design, capacity planning, quota setting, and reporting.
- Drive CRM hygiene and analytics; build dashboards for NRR/GRR, pipeline quality, renewal timelines, forecast accuracy, and coverage.
- Oversee deal desk and renewal operations; ensure pricing discipline, approval workflows, and contract accuracy in partnership with Finance and Legal.
- Manage tools and processes across Salesforce (or similar), CPQ, customer success platforms, and BI—partnering with global RevOps for standards.
- Lead quote-to-cash process improvement to streamline renewals, amendments, upsells, and cross-sell motions.
- Implement and refine health scoring, leading indicators, and playbooks that trigger proactive interventions and expansion motions.
Revenue management and forecasting
- Deliver accurate, time-bound forecasts for renewals and expansion; run weekly/monthly operating cadences with Sales and Finance.
- Define and track KPIs, including NRR, GRR, churn/retention, expansion rate, attach rates, on-time renewal rate, and forecast accuracy.
- Partner with Sales on account planning and whitespace analysis to drive cross-sell and upsell across the portfolio.
Cross-functional collaboration
- Work closely with Professional Services and Support to ensure smooth onboarding, SLAs adherence, and customer outcomes.
- Collaborate with Product and Engineering to provide data-driven customer insights, prioritize enhancements, and align on adoption levers.
- Partner with Marketing on advocacy, case studies, and customer communities; contribute to EMEA field enablement and events.
- Align with Finance and Legal on commercial policies, revenue recognition, renewal terms, and risk management.
Regional governance and compliance
- Ensure EMEA-specific contractual, data privacy, and security requirements are met (e.g., GDPR, information security commitments).
- Establish consistent operating rhythms that respect local market dynamics (languages, procurement norms, fiscal calendars) while aligning with global standards.
Team building and culture
- Recruit, onboard, and retain top talent across key EMEA markets; foster a high-ownership, data-driven, customer-first culture.
- Coach leaders and individual contributors; build clear career paths, performance expectations, and enablement programs.
What you’ll bring:
Experience and domain expertise
- 12+ years in enterprise B2B SaaS or software, including 6+ years leading customer success, account management, or renewals teams.
- Demonstrated authority managing and developing senior-level CSMs and leaders across multiple countries.
- Proven track record owning NRR/GRR and expansion quotas with consistent overachievement.
- Experience with retail and/or consumer packaged goods customers, ideally with analytics, AI, supply chain, merchandising, or store execution solutions.
Operational and commercial acumen
- Deep expertise in sales operations, including forecasting, pipeline governance, territory and capacity planning, quota setting, and compensation frameworks.
- Strong financial and analytical skills; fluent in ARR, NRR, GRR, churn analysis, cohort modeling, and value realisation measurement.
- Skilled in building scalable processes and change management across complex, matrixed organizations.
Tools and systems
- Proficient with Salesforce (or similar CRM), CPQ, and customer success platforms (e.g., Gainsight, Totango) and BI tools (e.g., Tableau, Power BI, Looker).
- Comfortable defining requirements and partnering with RevOps/IT for systems configuration and integration.
Leadership and communication
- Executive presence with the ability to engage C-suite stakeholders and negotiate complex renewals and expansions.
- Excellent communication, influencing, and conflict resolution skills across cultures and functions.
Education and languages
- Bachelor’s degree required; MBA or advanced degree preferred.
- Fluency in English required; additional European languages are a plus.
What we Offer:
- Competitive salary and benefits package.
- Flexible hybrid working model.
- Opportunities for professional growth and development.
- Collaborative and inclusive work environment.
- Access to the latest technologies and tools.
- A chance to make a tangible impact on cutting-edge industrial AI solutions.
About Us
SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 30 countries.
