Customer Success Manager

About the role We're looking for a Customer Success Manager to be the primary post-sales owner of our customer relationships — making sure every customer is onboarded cleanly, supported through the messy bits, and continuously getting value from RetailNext. This is a hands-on, customer-facing role for someone who's equally comfortable troubleshooting a sensor at the store level and walking a regional director through a quarterly product review. The right person for this seat is proactive, technically curious, and genuinely energized by long-term customer relationships. You won't wait for a ticket to land — you'll watch the health signals, spot trends before they become problems, and pull in the right teams to fix them. You're comfortable working independently across time zones, juggling multiple accounts. This role sits at the heart of customer success at RetailNext. The work you do directly shapes whether customers thrive on our platform, and your feedback loop into product, engineering, and support is how the company gets sharper over time. Reports to: Director, Customer Support Location: South Africa — Fully remote Working Hours: 15:00 - 00:00 SAST with some flexibility depending on customer requirements What You'll Do Customer Onboarding & Enablement • Own end-to-end onboarding for new customers, from kickoff through go-live • Lead product training sessions for customer teams and store-level operators • Coordinate with installation vendors to enable smooth deployment of Aurora sensors and supporting infrastructure • Troubleshoot store-level setup issues across both software and hardware • Set clear expectations early so customers know what success looks like from day one Day-to-Day Customer Partnership • Serve as the primary point of contact for all customer inquiries — product issues, setup questions, support escalations, and billing coordination • Communicate fluently in English with customers across global markets • Build long-term, trust-based relationships with customer stakeholders at multiple levels • Translate customer pain into clear, actionable requests for internal teams Customer Health & Adoption • Monitor customer health across all Empowerment components and intervene before issues escalate • Track product usage, engagement trends, and feature adoption using tools like Pendo • Engage customers showing declining usage and run targeted recovery actions to get them back on track • Drive adoption of new features by proactively communicating product updates and showing customers how they apply • Monitor infrastructure health — device uptime and sensor performance — and initiate proactive fixes before customers feel the impact Cross-Functional Coordination • Coordinate with support, engineering, product, and operations to resolve customer issues quickly • Drive accountability across internal teams so issues actually get closed, not just acknowledged • Surface customer feedback to product and engineering to inform what we build next • Identify root causes of recurring issues and partner internally to address them at the source What We're Looking For Required • 2+ years of experience in a B2B SaaS customer success or account management role • Strong customer relationship management and communication skills in a B2B SaaS environment • Ability to troubleshoot technical and operational issues across both software and hardware • Strong organizational skills with the ability to manage multiple customer accounts simultaneously • Ability to collaborate cross-functionally and drive accountability for issue resolution • Solid understanding of customer lifecycle management, onboarding, and success metrics Valued but Not Required • Familiarity with analytics platforms, IoT-based solutions, or retail technology • Experience working with global customers across multiple time zones • Hands-on experience with customer health and product analytics tools like Pendo What We Offer • Own a key accounts end-to-end — onboarding, technical support, adoption, and retention all sit with you • Work at the intersection of software, hardware, and IoT — your role spans Aurora sensor uptime, store-level troubleshooting, and SaaS adoption with Fortune 500 retailers • Fully remote from South Africa with global customer exposure and real input into how we sharpen our customer success playbooks, tools, and processes • Monthly Recharge Day • Holiday Exchange Program • Best Self Benefit Program • Medical Insurance • Work from Anywhere up to 90 days