Customer Success Manager (French Speaking) at Retailnext

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)