Job Description

Job Description

Job Title: SVP, Client Partnership & Customer Success NA

The SVP, Client Partnership & Customer Success will be responsible for managing, delivering value, renewing, achieving 30% ARR growth, and managing our client partnerships and customer success teams for our key large clients in Retail/CPG.

MUST HAVE RETAIL/CPG DOMAIN EXPERIENCE

What you will do:

1. Manage and nurture client partnerships and CXO relationships with our top North American retailer clients
2. Responsible for $75M in revenue and 150 employees
3. Deliver measurable value to retailer clients through the implementation of our platform solutions, offering strategic and operational insights.
4. Oversee and optimize CPG monetization efforts, driving successful outcomes for both retailers and SymphonyAI.
5. Ensure a 100% renewal rate and aim for greater than 130% Net Revenue Retention (NRR) after accounting for churn.
6. Collaborate closely with the Sales team to meet renewal and upsell targets, contributing to overall growth objectives.

What you will bring to SymphonyAI:

1. Proven experience in leading client success initiatives that result in the retention and growth of total net ARR across managed accounts.
2. Expertise in achieving gross and net CPG monetization ARR growth targets, with a strategic approach to managing churn.
3. A comprehensive understanding of delivering client success through actionable insights and recommendations, achieving specific revenue and profit targets.
4. Ability to maintain high client satisfaction, as evidenced by achieving a high client Net Promoter Score (NPS).

Requirements/Qualifications:

1. 10+ years of experience in successfully managing multiple strategic client partnerships for high growth enterprise SaaS software companies, with responsibility for $50-100M in ARR.
2. Deep experience with and understanding of retailers and CPG manufacturers and their merchandising and supply chain management processes.
3. Demonstrated capabilities in delivering high client value and product utilization for SaaS software and solutions.
4. Proven success in growing strategic client ARR by 20-30% annually, based on renewals and upsell of new products.
5. Deep knowledge of how to apply SaaS and AI technologies to client problems and priorities.
6. Entrepreneurial, hard-charging, driven to succeed/win.
7. Technical degree required; MBA preferred.

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 enterprise IT. Since its founding in 2017, SymphonyAI has grown to serve over 2000 enterprise customers globally with a team of 3,000 professionals across more than 30 countries.

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