Customer Success Manager (French Speaking)

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)