Senior Customer Success Manager

Join ParallelDots Inc. Transforming Retail with AI Innovation

At ParallelDots, were not just building technology were revolutionizing the way the worlds largest FMCG companies and retailers operate. Powered by cutting-edge AI-driven image recognition, our flagship product ShelfWatch automates retail shelf monitoring to deliver real-time insights, helping brands optimize their in-store execution and boost sales.

Trusted by Fortune 500 FMCG giants, our solution has been deployed in 40+ countries, covering over 1 million stores and analyzing 10+ million images every month. With headquarters in the USA and a strong presence in India, the UK and Europe, we are a fast-growing global organization making a real impact.

As part of our Customer Success team, you will play a pivotal role in driving customer satisfaction, retention, and growth. Customer Success lies at the heart of our organizations strategy and is a key differentiator for ParallelDot - s. We take pride in delivering efficient, flexible, and delightful service to our clientssetting benchmarks for excellence and continuously striving to exceed them.

This role operates at the intersection of Product, Sales, Support, and Engineering, managing strategic enterprise accounts and ensuring successful onboarding, adoption, and renewal. Youll serve as a trusted advisor to clients, guiding them toward achieving measurable business outcomes through our AI-powered solutions.

Were looking for an experienced Customer Success leader who thrives in fast-paced, high-impact environments and brings strong ownership, analytical depth, and relationship-building prowess to the table.

1. Customer Onboarding & Implementation

- Lead onboarding for European customers, ensuring smooth handover from Sales.

- Understand customer goals and define success metrics aligned to European business environments.

- Build tailored onboarding journeys considering local compliance, workflows, and market nuances.

2. Relationship & Stakeholder Management

- Act as the primary point of contact for customers across Europe.

- Build trusted advisor relationships with senior stakeholders, including C-level, operations, and IT teams.

- Conduct periodic business reviews (MBRs/QBRs) to align on progress, outcomes, and future plans.

3. Product Adoption & Enablement

- Drive adoption by educating users on feature capabilities and best practices.

- Analyze usage data to identify gaps, training needs, and under-utilized areas.

- Conduct webinars, workshops, and training sessions tailored to European customers.

4. Risk Identification & Gap Foresight (Important for Europe operations)

- Monitor customer health, satisfaction, and usage patterns to identify early risks.

- Anticipate upcoming gaps related to product capability, documentation, compliance, internal alignment, or cultural workflows.

- Build proactive action plans and work with India-based product & support teams to close gaps.

- Manage escalations sensitively, ensuring timely resolution and communication across time zones.

5. Retention, Renewals & Value Delivery

- Own renewal strategy and negotiation in collaboration with regional Sales/Account Management.

- Showcase value realization through data-driven insights and ROI discussions.

- Reduce churn by driving consistent product value, solving operational gaps, and maintaining strong relationships.

6. Upsell & Expansion

- Identify opportunities for additional product modules, usage expansion, or increased licenses.

- Support Sales in commercial discussions by providing customer insights and readiness evaluation.

7. Voice of Customer & Advocacy

- Capture structured feedback and collaborate with product teams to influence roadmaps.

- Drive case studies, testimonials, NPS participation, and advocacy across Europe.

8. Team Leadership & Management (If role includes leadership responsibilities)

- Lead a team of CSMs, analysts, or onboarding specialists supporting global customers.

- Review complex accounts, guide in risk management, and maintain quality of delivery.

- Drive standard operating procedures, playbooks, and success frameworks globally.

9. Cross-Functional Collaboration (India + Europe)

- Work closely with global product, engineering, support, and operations teams in India.

- Bridge cultural, time-zone, and communication gaps with clear documentation and structured work processes.

- Ensure customer expectations are aligned with internal delivery capabilities.

- Minimum 5 years of experience in customer success handling European enterprise customers

- Proven track record of managing enterprise customers and driving retention and growth.

- Strong analytical mindset with expertise in Excel; SQL knowledge is a plus.

- Exceptional communication and stakeholder management skills across executive levels.

- Ability to derive insights from data and translate them into actionable recommendations.

- MBA or startup leadership experience preferred.

- Strategic thinker with adaptability to thrive in evolving customer environments.

- Demonstrated ability to mentor teams and scale customer success processes.

- Prior experience from Big 4 firms would be an added advantage