Job Description
About Us:
RetailNext is the global leader in brick-and-mortar retail analytics, tracking over a billion shopping trips annually across 100,000+ sensors worldwide. Our Aurora sensor combines edge-based video analytics, IoT, and AI to deliver real-time insights for Fortune 500 retailers across 100+ countries.
Job Summary:
Act as the primary post-sales owner of the customer relationship, ensuring customers are successfully onboarded, supported, and continuously deriving value from RetailNext solutions through proactive engagement, technical oversight, and cross-functional coordination.
Responsibilities:
- Owning end-to-end customer onboarding, including product training, vendor enablement, store-level troubleshooting, and expectation setting
- Serving as the primary point of contact for all customer inquiries including product issues, setup questions, support, and billing coordination
- Ensuring timely internal response and resolution of customer issues by coordinating with cross-functional teams
- Monitoring and proactively managing customer health across all Empowerment components
- Driving product adoption by proactively communicating new features and updates to customers
- Following up on changes in customer health metrics, identifying root causes, and coordinating resolutions
- Monitoring infrastructure health including device uptime and sensor performance, and initiating proactive fixes
- Tracking product usage, engagement trends, and feature adoption using tools such as Pendo
- Engaging customers showing declining usage or engagement and implementing recovery actions
Skills:
- Strong customer relationship management and communication skills in a B2B SaaS environment
- Professional proficiency in French (spoken and written), with the ability to communicate clearly and effectively with French-speaking customers
- Ability to troubleshoot technical and operational issues across software and hardware environments
- Strong organizational skills with the ability to manage multiple customer accounts simultaneously
- Ability to collaborate cross-functionally and drive accountability for issue resolution
Knowledge:
- 2+ years of experience in a B2B SaaS customer success or account management role
- Understanding of customer lifecycle management, onboarding processes, and success metrics
- Familiarity with analytics platforms, IoT-based solutions, or retail technology is preferred
- Experience working with global customers is a plus
Talents:
- Ability to build trust and maintain long-term customer relationships
- Proactive mindset with a strong sense of ownership and accountability
- Ability to identify risks early and take initiative to resolve them
- Strong problem-solving skills with attention to detail
- Ability to work independently while managing competing priorities
What’s it like to work here?
- Remote Work
- Work from anywhere for 90 days yearly
- Autonomy & Growth
- Flexible schedules, ownership, career investment
- Customer Obsessed: Everything we do is for our clients.
Perks & Benefits
- Best Self Allowance
- Annual stipend for personal growth
- Recharge Days (Monthly company-wide day off)
