Sr. Client Success Manager

Sr. Client Success Manager

Location: London - UK

Grey Orange is a global leader in AI‑driven robotic automation software and hardware, transforming distribution and fulfillment centers worldwide. Our solutions increase productivity, empower growth and scale, mitigate labor challenges, reduce risk and time to market, and create better experiences for customers and employees. Founded in 2012, Grey Orange is headquartered in Atlanta, Georgia, with offices and partners across the Americas, Europe, and Asia.

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The Grey Matter Multiagent Orchestration (MAO) platform provides vendor‑agnostic fulfillment orchestration to continuously optimize performance in real time: the right order, with the right bot and agent, taking the right path and action. Currently operating more than 70 fulfillment sites across the globe (with deployments of 700+ robots at a single site), Grey Matter enables customers to decrease their fulfillment Cost Per Unit by 50%, reduce worker onboarding time by 90% and optimize peak season performance.

In retail stores, our gStore end‑to‑end store execution and retail management solution supports omnichannel fulfillment, real‑time replenishment, intelligent workforce tasking and more. Using real‑time overhead RFID technology, the platform increases inventory accuracy up to 99%, doubles staff productivity, and enables an engaging, seamless in‑store experience.

This role is the senior point of ownership for the relationship. You will manage executive alignment, oversee the full program across regions, and ensure both adoption and measurable outcomes. You will work closely with our India‑based teams and the retailer’s European leadership, which demands strong cross‑cultural communication and the ability to navigate large, matrixed environments.

• Executive relationship management: Build trusted relationships with senior client leaders and drive alignment across regions and functions.
• Program leadership: Establish governance for a multi‑year deployment, ensuring clear tracking of store rollouts, feature launches, issues, and dependencies.
• Adoption & value realization: Ensure full and consistent store adoption of the gStore platform, delivering measurable operational and financial impact.
• Revenue growth & expansion: Lead account growth through increased store deployments, new module adoption, and expanded solution opportunities.
• Risk & issue management: Surface risks early, communicate them transparently, and drive cross‑functional resolution while maintaining program momentum.
• Customer advocacy: Represent the client’s voice within Grey Orange, translating business needs into clear priorities for Product, Engineering, Support, and Deployment teams.
• Executive communication: Lead structured business reviews and program updates, highlighting progress, risks, insights, and upcoming phases.
• Cross‑functional orchestration: Partner closely with technical, product, and deployment teams to ensure a cohesive and seamless client experience.

• Demonstrated experience managing large enterprise accounts in SaaS, retail technology, or similar domains.
• Strong understanding of retail operations, POS workflows, inventory processes, and omnichannel fulfillment.
• Proven ability to navigate complex organizations and manage multi‑level stakeholder relationships.
• Highly detail‑oriented, calm under pressure, and effective at leading large, multi‑workstream programs.
• Exceptional communication skills, especially in executive‑level interactions.
• Experience collaborating with European and global teams.
• Willingness to travel for key meetings, store visits, and rollout oversight.

• Bachelor’s or Master’s…