Lead – Customer Success & Delivery (Germany)

Job description
ParallelDots Inc. – Transforming Retail with AI Innovation

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.

Role Overview

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.

Key Responsibilities

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

Skills & Qualifications

• 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.