[Hiring] Customer Success Manager @RetailNext

Role Description

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.

Qualifications

• 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

Requirements

• 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

Benefits

• 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