Strategic customer success manager, CPG

Overview📐 About this roleWe’re looking for a Strategic customer success manager to lead AI powered transformation for our Fortune 50 customers in the CPG industry. This role is designed for an experienced professional with deep expertise in CPG who thrives on driving innovation within this ecosystem. The ideal candidate is passionate about integrating AI solutions into core CPG workflows, identifying tangible business value, and building strong, strategic partnerships with customers.As our Strategic customer success manager, you’ll be pivotal in refining our processes for onboarding, adoption, and retention within the CPG sector. With an NRR of +130%, and GRR is +95%, you’ll be building on a world-class foundation to drive even greater success.You\'ll be reporting to the Director of customer success and be working very closely with our other customer success managers in building a world class CS org.ResponsibilitiesLead strategic relationships with senior stakeholders across Fortune 50 CPG customers, acting as the main point of contact and trusted advisorDrive AI adoption within customer organizations by developing tailored success plans that align AI solutions with key business objectives and measurable outcomesManage complex, high-value programs that focus on AI-powered transformation, ensuring seamless execution, adoption, and business value realizationOwn the full customer renewal process, including forecasting, negotiating, and proposal creatingBe accountable for customer retention: Drive both Gross and Net dollar retention rate targets for your customersCollaborate closely with Sales to identify and execute expansion opportunities, ensuring mutual growth through cross-sell and up-sell initiativesAdvocate for customer needs internally: Leverage CPG-specific insights to influence product strategy and enhance the customer experienceLeverage data analytics: Analyze product usage and adoption data to uncover valuable insights, empowering customer champions with smarter decision-makingLead the customer journey: Ensure a seamless experience from onboarding through renewals and expansions, always focusing on long-term customer success and satisfactionIs this you?7+ years experience in CPG, ideally with in-house expertise3-5+ years experience in a customer facing saas or consulting role, with experience in driving business transformation, strategy, or enablementProven ability to engage C-level stakeholders, with experience influencing executive decision-makers and driving adoption at the highest levelsStrong understanding of CPG industry dynamics, including its challenges, opportunities, and specific needs for digital transformationA track record of leading complex programs with a focus on strategic alignment, KPIs, and driving large-scale adoptionData driven with strong business acumen: Ability to link product value and AI solutions to measurable business outcomesExcellent communication skills: A skilled storyteller who can clearly articulate value propositions and insights to both technical and non-technical audiencesProactive, self-motivated, and highly organized, thriving in a fast-paced, high-growth environmentA natural affinity to our values of Connect, Challenge, OwnPreferred skillsBackground in management consulting, particularly with a focus on AI or digital transformation in CPGExperience in operational transformationExperience managing large-scale change management programs or AI rollouts in complex organizationsExceptional presentation skills: Able to create and deliver compelling narratives to executive audiences, driving strategic initiatives forwardBenefits🍩 Benefits & perks (UK full-time employees):Generous PTO, plus company holidaysComprehensive medical and dental insurancePaid parental leave for all parents (12 weeks)Fertility and family planning supportEarly-detection cancer testing through GalleriCompetitive pension scheme and company contributionAnnual work-life stipends for:Home office setup, cell phone, internetWellness stipend for gym, massage/chiropractor, personal training, etc.Learning and development stipendCompany-wide off-sites and team off-sitesCompetitive compensation and company stock options #J-18808-Ljbffr