Lead Customer Success Delivery Europe

## About the Role ParallelDots is redefining retail execution through AI-powered image recognition. Our flagship product ShelfWatch enables global FMCG brands to automate shelf monitoring, generate real-time insights, and improve in-store execution. Trusted by Fortune 500 FMCG companies, our platform operates in 40+ countries, covering 1M+ stores and processing 10M+ images every month. With headquarters in the USA and teams across India, the UK, and Europe, ParallelDots is a fast-growing global organization driving measurable impact for the world's largest retail brands. We are looking for a Lead – Customer Success & Delivery to manage strategic enterprise accounts across Europe while leading project delivery and driving long-term customer growth. This role sits at the intersection of Customer Success, Product, AI, and Engineering, ensuring successful implementation, strong stakeholder relationships, and expansion of existing accounts. You will lead a team of Customer Success Managers and Project Managers, maintain the health of complex enterprise engagements, and serve as a trusted advisor to senior client stakeholders. ## Responsibilities ### Delivery Leadership & Project Governance - Own end-to-end delivery and implementation for enterprise customers across Europe. - Lead and mentor a team of Customer Success Managers and Project Managers, ensuring consistent execution and high-quality customer outcomes. - Collaborate closely with Product, AI, Engineering, and Support teams to drive smooth implementation and operational excellence. - Monitor project health, delivery timelines, and customer satisfaction, proactively identifying risks and driving mitigation plans. - Establish strong delivery governance through structured reviews, project tracking, and escalation management. ### Senior Stakeholder Management - Build trusted relationships with senior business and technical stakeholders, including C level, operations, and IT leaders. - Serve as the strategic advisor to customers, aligning platform capabilities with business objectives. - Conduct MBRs/QBRs to review impact, demonstrate value, and align on strategic roadmap initiatives. ### Product Adoption & Value Delivery - Drive product adoption by enabling customers with best practices, training, and strategic guidance. - Analyze product usage and operational metrics to identify improvement opportunities. - Ensure customers consistently realize measurable ROI and operational value from ParallelDots' solutions. ### Account Growth & Expansion - Identify and drive opportunities for upselling, cross-selling, and usage expansion across enterprise accounts. - Partner with Sales teams on renewals and commercial discussions. - Strengthen long-term customer partnerships by consistently delivering strategic value. ### Voice of Customer & Cross-Functional Alignment - Capture customer insights and feedback to influence product roadmap and feature development. - Work closely with India-based Product and Engineering teams to align delivery with customer expectations. - Bridge communication, cultural, and operational gaps across global teams. ## Requirements - 5+ years of experience in Customer Success, Enterprise Project Delivery, or Strategic Account Management. - Proven experience managing enterprise SaaS customers and complex implementations. - Experience leading teams of Customer Success Managers or Project Managers. - Strong executive stakeholder management and communication skills. - Analytical mindset with proficiency in Excel (SQL is a plus). - Ability to balance delivery excellence with revenue expansion. - MBA or prior experience in high-growth startups preferred.