At a Glance
- Tasks: Lead and develop a high-performing team in customer success and sales operations across EMEA.
- Company: Join SymphonyAI, a leader in AI-driven solutions for the retail industry.
- Benefits: Enjoy a competitive salary, flexible hybrid work, and professional growth opportunities.
- Other info: Collaborative culture focused on innovation and customer success.
- Why this job: Make a real impact in a dynamic environment with cutting-edge technology.
- Qualifications: 12+ years in B2B SaaS, with strong leadership and operational skills.
The predicted salary is between 100000 - 130000 £ per year.
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.
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, prioritise 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:
- 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.
EMEA Chief of Customer Success & Sales Ops in London employer: SymphonyAI
At SymphonyAI Retail CPG, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our flexible hybrid working model, competitive salary and benefits package, and commitment to professional growth empower our employees to thrive while making a tangible impact in the rapidly evolving retail industry. Join us in shaping the future of AI-driven solutions and enjoy access to cutting-edge technologies in a dynamic environment across EMEA.
StudySmarter Expert Advice🤫
We think this is how you could land EMEA Chief of Customer Success & Sales Ops in London
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend relevant events, and engage on platforms like LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially in AI and retail, so you can speak their language and show how you can add value.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've built and led teams, driven customer success, and achieved revenue targets. Numbers speak volumes!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our team at SymphonyAI.
We think you need these skills to ace EMEA Chief of Customer Success & Sales Ops in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of EMEA Chief of Customer Success & Sales Ops. Highlight your experience in customer success leadership and sales operations, and don’t forget to showcase your achievements in driving revenue retention and expansion.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of how you've led teams, managed customer relationships, and achieved sales targets in the past.
Showcase Your Leadership Skills:We want to see your leadership style! In your application, mention how you've coached and developed teams in previous roles. Highlight any strategies you've implemented that have led to improved performance and customer satisfaction.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at SymphonyAI
✨Know Your Numbers
For a role focused on revenue retention and expansion, be prepared to discuss your past performance metrics. Bring specific examples of how you've achieved NRR and GRR targets, and be ready to explain the strategies you used to drive those results.
✨Showcase Your Leadership Style
As a senior leader, it's crucial to demonstrate your leadership approach. Share stories about how you've developed high-performing teams, coached individuals, and fostered a customer-first culture. Highlight any successful initiatives you've led that improved team performance or customer satisfaction.
✨Understand the Customer Journey
Familiarise yourself with the customer success strategies relevant to the retail and CPG sectors. Be ready to discuss how you would establish engagement models and onboarding practices that enhance product utilisation and reduce time-to-value for customers.
✨Prepare for Cross-Functional Collaboration
This role requires working closely with various departments. Think about how you've successfully collaborated with sales, marketing, and product teams in the past. Be prepared to discuss how you would align these functions to drive customer success and operational efficiency.
