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) #J-18808-Ljbffr