At a Glance
- Tasks: Manage customer relationships and drive success for enterprise retail accounts across EMEA.
- Company: Join SymphonyAI, a leader in AI-driven solutions for the retail industry.
- Benefits: Competitive salary, travel opportunities, and a commitment to diversity and inclusion.
- Other info: Dynamic work environment with opportunities for professional growth and travel.
- Why this job: Make a real impact by enhancing customer experiences with innovative technology.
- Qualifications: 5-10 years in SaaS account management, strong retail knowledge, and excellent communication skills.
The predicted salary is between 60000 - 80000 £ per year.
About SymphonyAI Retail: SymphonyAI Retail 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, optimize 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 the EMEA region. Based in the UK, you will drive renewals, expansion, and value realization by partnering closely with customer success, delivery, product, and sales teams. This is a high-impact role for a consultative, data-driven relationship builder with a deep understanding of retail and enterprise SaaS.
Responsibilities:
- Account ownership and strategy: 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.
- Value realisation and adoption: Define success criteria and ROI baselines; lead QBRs/EBRs 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.
- Commercial management: Lead renewals end-to-end: 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 and collaboration: Surface growth opportunities within existing accounts; generate and qualify expansion pipeline. Partner with new-business sales for multi-country opportunities and consistent coverage across EMEA. Provide market and account feedback to Product and Marketing; support case studies and references.
- Governance and 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.
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 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.
- Excellent commercial acumen: negotiation, contract management, and procurement navigation.
- Executive communication and storytelling skills; able 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 and 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 is a plus.
- Advanced degree is a plus.
Diversity & Inclusion Statement: We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.
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 serves 1,500+ enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 30 countries.
Customer Success Manager in London employer: SymphonyAI
At SymphonyAI, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our Global Enterprise Account Executives enjoy competitive benefits, ongoing professional development opportunities, and the chance to work with leading financial institutions in a vibrant location. Join us to be part of a forward-thinking team where your contributions are valued and your career can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SymphonyAI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SymphonyAI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SymphonyAI:Your cover letter is your chance to shine! Tell us why you want to work at SymphonyAI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SymphonyAI!
How to prepare for a job interview at SymphonyAI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
