We are seeking a Senior Customer Success Manager (CSM) to lead strategic post-sales engagement across our key industrial accounts. This role is ideal for someone who thrives at the intersection of people, process, and technology—bridging AI, operational data, and user experience.
You’ll partner closely with frontline operations teams and industrial technologists to ensure adoption of intelligent, AI-driven solutions that improve safety and productivity. Simultaneously, you’ll support more technical, data-centric use cases on our Industrial DataOps platform—driving integration, scalability, and long-term value.
You will engage early in the customer lifecycle—from late-stage pre-sales through onboarding, implementation, and renewal—ensuring our customers derive ongoing success from our products and services. You'll collaborate with Sales, Pre-Sales, Professional Services, and Product teams to align customer objectives with product capability and roadmap.
Job Description
What you'll do:
Customer Engagement & Value Delivery
- Build deep relationships with key customer stakeholders to drive adoption, retention, and satisfaction.
- Develop and execute Success Plans tailored to the customer’s goals, industry, and use cases.
- Ensure a seamless handoff from Sales, Pre-Sales, and Services into onboarding, with alignment on scope, risk, and timeline.
- Lead training, onboarding, and change management activities to support adoption across user roles and levels.
- Act as a customer advocate internally—surfacing product feedback and improvement areas across Product, Engineering, and Support teams.
Sales and Implementation Support
- Support pre-sales team for strategic accounts to capture timelines and success criteria.
- Participate in scoping and sizing discussions, helping set realistic expectations.
- Maintain visibility through onboarding and rollout, ensuring smooth transitions and proactive risk mitigation.
Renewals & Expansion
- Identify and pursue growth opportunities aligned to evolving customer needs and usage patterns.
- Partner with Sales and Customer Care to support renewals, expansions, and upsell opportunities.
- Track account health and flag risk indicators to mitigate churn.
CSM Operations & Process Development
- Contribute to the evolution of CSM playbooks, reporting processes, and health metrics.
- Share best practices across teams to support continuous improvement and internal enablement.
- Mentor junior team members and help evolve the broader Customer Success function.
What you'll bring:
- 8+ years of experience in Customer Success, Implementation Consulting, or Strategic Account Management in enterprise software or industrial SaaS.
- Working-level language proficiency in English, Dutch, and French.
- Experience with AI-enabled solutions, Industrial IoT, connected worker, or data platform solutions is a strong plus.
- Comfortable working across IT/OT environments and operational workflows in asset-intensive industries.
- Demonstrated ability to manage complex accounts, influence senior stakeholders, and drive measurable business outcomes.
- Deep experience managing the end-to-end customer lifecycle, particularly onboarding and adoption.
- Technical fluency with cloud platforms, data integration, and ML/AI-powered applications.
- Strong cross-functional collaboration skills in sales, services, product, and engineering.
- Familiarity with platforms like Salesforce, HubSpot, Azure DevOps, Jira, or other project/customer tools.
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 3,000 talented leaders, data scientists, and other professionals across over 30 countries.
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