Customer Success Leader

Introduction

JOIN US! We seek a Customer Success Leader to join our SymphonyAI Retail team, based in Europe.

As a key member of the SymphonyAI Retail team, you will work closely with senior leadership, product teams, and customers across the EMEA region to drive successful adoption and satisfaction with our retail solutions. You will manage a team of Customer Success Managers and Client Partner Managers, ensuring alignment with sales targets and customer Net Promoter Scores (NPS). Your expertise and leadership will be crucial in ensuring our customers achieve their business goals through our AI-driven innovations.

Job Description

What you’ll do

• Lead the Customer Success strategy for EMEA, ensuring a seamless and positive customer experience from onboarding through to long-term partnership.
• Manage a team of Customer Success Managers and Client Partner Managers, setting clear performance goals and fostering a high-performing culture.
• Develop and implement programs that foster customer engagement, retention, and satisfaction, aligning with business objectives and metrics, including sales targets and NPS scores.
• Collaborate with product and sales teams to identify opportunities for product enhancements and cross-sell initiatives, driving additional value for customers.
• Analyze customer feedback and performance data to generate insights, addressing challenges and leveraging opportunities to enhance service delivery.

What you’ll bring

• Extensive Experience in customer success or account management roles, with a focus on the retail sector and a track record of delivering successful outcomes across EMEA.
• Proven Leadership Skills with the ability to inspire and manage cross-functional teams, fostering a culture of excellence and customer-centricity.
• Strong Strategic Insight into retail industry trends and challenges, using this knowledge to inform customer success strategies.
• Exceptional Communication and Relationship-Building abilities, with experience engaging with senior stakeholders and decision-makers.
• Analytical and Problem-Solving Skills to interpret data and feedback, crafting actionable strategies that enhance the customer journey.
• Familiarity with Sales Targets and NPS as key performance metrics, with a successful history of driving improvements in these areas.

What We Offer

• Competitive Salary and benefits package designed to attract and retain top talent.
• Flexible Hybrid Working Model to support a healthy work-life balance.
• Access to the Latest Technologies and tools to enhance your work and skills.
• A Chance to Make a Tangible Impact on cutting-edge AI solutions driving the future of retail.

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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 3,000 talented leaders, data scientists, and other professionals across over 30 countries.

Visit here, for more information about how we hire, what’s in it for you, our culture and values.

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