Customer Success Manager

Overview

In this role you own strategic, multi-country accounts in EMEA, driving renewals, expansions, and value realization. You will align with customer success, delivery, product, and sales to ensure on-time implementations and measurable ROI. You’ll translate AI/analytics capabilities into business outcomes for retail and CPG clients. This position offers high impact through cross-functional collaboration and data-driven stewardship of enterprise relationships.

Responsibilities

• Own a defined EMEA account portfolio and build multi-level relationships with business and IT stakeholders
• Create account plans aligned to customer priorities and maintain executive-ready forecasts and health metrics
• Lead QBRs/EBRs, define success criteria, and demonstrate ROI
• Coordinate with Customer Success and Delivery to ensure adoption and outcome attainment
• Drive renewals end-to-end and lead expansion across merchandising, pricing, supply chain, and store ops
• Surface growth opportunities within existing accounts and partner with new-business sales for multi-country coverage
• Manage governance: steering committees, SLAs, data privacy/security, and CRM hygiene
• Provide market and account feedback to Product/Marketing; support references and case studies
• Advise on best practices in merchandising, pricing/promo, demand planning, and analytics to craft value narratives

Key requirements

• 5–10+ years in enterprise account management in SaaS/data/analytics
• Proven success in renewals and net revenue retention
• Strong understanding of retail processes and AI/analytics ROI
• Excellent commercial acumen: negotiation and procurement navigation
• Executive communication and storytelling skills
• Proficiency with CRM (Salesforce) and analytics tools; familiarity with customer success platforms a plus
• Fluent in French and English; additional EMEA languages a plus
• Bachelor’s degree in business, engineering, analytics, or related field; advanced degree a plus
• Willingness to travel 30–50% across EMEA; valid work authorisation in France

• relationship building
• executive communication
• data-driven decision making
• Salesforce
• analytics tools
• customer success platforms

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