Enterprise Account Executive
Gradient Labs
Strategic Customer Success Manager, CPG
Writer
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteJob Level
SeniorLead
About the role
- Lead strategic relationships with senior stakeholders across Fortune 50 CPG customers, acting as the main point of contact and trusted advisor
- Drive AI adoption within customer organizations by developing tailored success plans that align AI solutions with key business objectives and measurable outcomes
- Manage complex, high-value programs that focus on AI-powered transformation, ensuring seamless execution, adoption, and business value realization
- Own the full customer renewal process, including forecasting, negotiating, and proposal creating
- Be accountable for customer retention: Drive both Gross and Net dollar retention rate targets for your customers
- Collaborate closely with Sales to identify and execute expansion opportunities, ensuring mutual growth through cross-sell and up-sell initiatives
- Advocate for customer needs internally: Leverage CPG-specific insights to influence product strategy and enhance the customer experience
- Leverage data analytics: Analyze product usage and adoption data to uncover valuable insights, empowering customer champions with smarter decision-making
- Lead the customer journey: Ensure a seamless experience from onboarding through renewals and expansions, always focusing on long-term customer success and satisfaction
- Report to the Director of customer success and work very closely with other customer success managers in building a world class CS org
Requirements
- 7+ years experience in CPG, ideally with in-house expertise
- 3-5+ years experience in a customer facing saas or consulting role
- Proven ability to engage C-level stakeholders
- Strong understanding of CPG industry dynamics
- A track record of leading complex programs with a focus on strategic alignment, KPIs, and driving large-scale adoption
- Data driven with strong business acumen: Ability to link product value and AI solutions to measurable business outcomes
- Excellent communication skills: A skilled storyteller who can clearly articulate value propositions and insights to both technical and non-technical audiences
- Proactive, self-motivated, and highly organized, thriving in a fast-paced, high-growth environment
- A natural affinity to our values of Connect, Challenge, Own
- Preferred: Background in management consulting, particularly with a focus on AI or digital transformation in CPG
- Preferred: Experience in operational transformation
- Preferred: Experience managing large-scale change management programs or AI rollouts in complex organizations
- Preferred: Exceptional presentation skills: Able to create and deliver compelling narratives to executive audiences
