Principal - Customer Success

Summary

We are seeking analytical and driven individuals to join our Customer Success team for 's Dynamic Demand AI (DDAI) SaaS application. This is a techno-functional and customer-facing role that sits at the intersection of data, analytics, product implementation, and customer value realization.

Ideal Candidate Profile:

An analytically strong professional with 5+ years of experience, who combines structured problem-solving and business acumen with the ability to understand forecast models and interpret their outputs. The ideal candidate is familiar with the CPG industry and comfortable working with datasets like syndicated POS, retailer POS, Orders, and Shipments data to drive real-world planning decisions. This role is part of a rapidly scaling team, offering significant opportunities for learning, ownership, and career growth in a high-impact environment.

Key Responsibilities

• Strategic partner to the Customers
• Collaborate with customers to
  understand
  business objectives, planning processes, and data availability
• Help
  drive the committed business outcomes
  through DDAI's implementation & ongoing operations.
• Enable
  change management
  efforts to embed DDAI into existing planning workflows
• Functional expert
• Translate customer requirements into DDAI
  application configuration
  .
• Conduct exploratory analysis
  of input data, build business hypotheses and validate with customers
• Translate hypotheses to
  model-level drivers
  for our Data Science team
• Collaborate with the Data Science team to
  review model outputs
• forecast accuracy, and business explainability
• Help design and run scenario simulations and translate results into
  business narratives & insights
  for our customers
  .
• Customer's voice to our Product & AI Roadmap
• Capture user feedback to refine implementation and inform product evolution and AI capability enhancement.

What This Role is NOT

• This is
  not a project coordination
  role. While you'll collaborate closely with implementation program managers, your focus is on customer engagement & outcomes, and analytics-driven decisions.
• This is not a
  generic customer success role
  . You will be embedded deeply in our DDAI application and are expected to understand its logic, outputs, and how it influences commercial planning decisions.
• This is
  not a data science or engineering
  role. While you will not build models or pipelines, you must understand and explain model drivers and outputs in a business context

Key Success Metrics

• Timely and successful implementation of DDAI at assigned accounts
• Documented & committed business outcomes delivered
• User adoption and Net Promoter Score (NPS)

Required Qualifications

• At least 5 years of experience in analytics, consulting, or technical customer-facing roles
• Strong problem-solving, data exploration, and communication skills
• Hands-on proficiency in Excel and SQL; familiarity with Python or BI tools a plus
• Comfortable engaging with both business and technical audiences
• Prior exposure to CPG data & demand side analytics

Preferred Qualities

• Growth mindset with strong ownership and curiosity
• Structured and self-driven; able to operate with minimal supervision
• Excellent written and verbal communication
• Prior exposure to forecasting, or SaaS implementations is helpful but not mandatory
• Proven ability to manage complexity and drive alignment across teams

About

enables revenue growth for global CPG leaders through AI-powered growth focused SaaS solutions. Our Dynamic Demand AI (DDAI) platform is tailored for CPGs, enabling accurate, explainable forecasts that help organizations make smarter decisions, faster.

We are part of the Fractal Group, a global leader in artificial intelligence and analytics.