Customer Success Manager

🔥 20 hours ago

🇿🇦 South Africa – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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RetailNext

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

📦 Logistics

💰 $42M Corporate Round on 2021-05

Consulting • Marketing • Logistics

RetailNext is a company that offers advanced analytics and innovative solutions for the retail industry. Their platforms enable retailers to optimize in-store operations, enhance marketing strategies, and improve shopper experiences by providing deep insights into shopper behavior through technologies such as IoT sensors, video security, and real-time occupancy measurement. RetailNext helps retailers improve store performance, merchandising compliance, and marketing effectiveness, and is trusted by leading global brands. Their services extend beyond traditional retail to include shopping centers, restaurants, and various commercial facilities, always focusing on data security, integrity, and privacy.

📋 Description

• 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 • Serve as the primary point of contact for all customer inquiries, including product issues, setup questions, support escalations, and billing coordination • Build long-term, trust-based relationships with customer stakeholders at multiple levels • Translate customer pain into clear, actionable requests for internal teams • 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 • Drive adoption of new features by proactively communicating product updates • Monitor infrastructure health, including device uptime and sensor performance, and initiate proactive fixes • Coordinate with support, engineering, product, and operations to resolve customer issues • Drive accountability across internal teams so issues are closed • Surface customer feedback to product and engineering • Identify root causes of recurring issues and address them at the source • Reports to the Director, Customer Support

🎯 Requirements

• 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 • Communicate fluently in English with customers across global markets • Working hours: 17:00-02:00 SAST • Familiarity with analytics platforms, IoT-based solutions, or retail technology is valued but not required • Experience working with global customers across multiple time zones is valued but not required • Hands-on experience with customer health and product analytics tools like Pendo is valued but not required

🏖️ Benefits

• 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