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, and switching fluidly between English and French depending on who's on the call.

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 of Customer Support

Location: South Africa — Fully remote

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 French and 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
• Professional proficiency in French (spoken and written) — able to communicate clearly and confidently with French-speaking customers
• 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 portfolio of French-speaking 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

Project Manager

About the role

We're looking for a Project Manager to join our Deployment Quality Assurance team and own the day-to-day execution of customer rollouts on the RetailNext platform. You'll be the primary point of contact for retailers as they bring our analytics solution live across their stores, coordinating vendors, service engineers, and internal stakeholders to keep deployments on time and on budget.

The right person for this seat is highly organized, comfortable holding multiple stakeholders accountable, and calm under pressure when scope shifts mid-project. You communicate proactively, anticipate risks before they become escalations, and treat a customer's deployment timeline as if it were your own. You're equally comfortable in a customer meeting and inside a checklist — and you genuinely care about getting the small details right.

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. The Deployment Quality Assurance team makes sure every one of those deployments lands accurately and reliably — and this role sits at the center of that work.

Reports to: PMO Lead

Location: Philippines, Remote

What You'll Do

Project Leadership & Execution

• Own end-to-end delivery of customer deployments, from kickoff through go-live and handoff
• Develop and execute project work plans, revising them as scope, timing, or resourcing shift
• Coordinate vendors, service engineers, and internal teams to keep each deployment moving
• Drive multi-phased workstreams that validate data quality and optimize system performance for the customer
• Run weekly project cadences with clear agendas, documented outcomes, and tracked action items

Customer Relationship Management

• Act as the primary customer contact for day-to-day project activities
• Communicate proactively with stakeholders at every level — from store ops to retail IT leadership
• Translate technical implementation details into clear, customer-friendly language
• Keep customers confident in the project by being responsive, organized, and ahead of issues

Scope, Budget & Risk Management

• Identify scope changes early, gain approval on change orders, and escalate before timeline or budget slips
• Review quotes and estimates to confirm installation charges, deployment fees, licenses, and other line items are accurate
• Protect project margins by tracking spend against plan and flagging variances quickly
• Escalate risks to internal team managers and drive them to resolution

Documentation & Process

• Manage ongoing project documentation across all internal systems and checklists
• Keep deployment records, status updates, and handoff documents current and accurate
• Coordinate project staffing and escalate resourcing gaps before they become bottlenecks
• Suggest service improvements that sharpen our PMO processes, tools, and playbooks over time

What We're Looking For

Required

• 3+ years of project management experience, ideally on customer-facing technology deployments
• Solid understanding of PMO processes — work plans, change control, risk management, status reporting
• Strong written and verbal communication skills with the ability to manage stakeholders at all levels
• Excellent time management and the ability to keep multiple deadlines on track simultaneously
• Comfort owning budgets and pushing back when scope or cost is at risk
• Adaptability — projects shift, and you adjust without losing momentum

Valued but Not Required

• Experience with retail technology, in-store hardware, or IoT/sensor deployments
• Familiarity with video analytics, computer vision, or edge-compute solutions
• PMP, PRINCE2, or similar project management certification
• Background in deployment QA, field services, or customer success operations

What We Offer

• Customer-facing role at the heart of deployment success — you're the primary point of contact for Fortune 500 retailers as they go live on RetailNext, with direct influence over whether their rollouts succeed
• Real input into how we sharpen our PMO processes, tools, and playbooks — this isn't a "follow the runbook" role; we want PMs who help us improve the way we run deployments
• Global scope from a remote seat in the Philippines — coordinate projects spanning RetailNext's 100+ country footprint and partner with vendors, service engineers, and customer stakeholders worldwide
• Monthly Recharge Day
• Holiday Exchange Program
• Best Self Benefit Program
• Medical Insurance
• Work from Anywhere up to 90 days

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.

The Deployment Quality Assurance team ensures the accuracy and reliability of our analytic solutions for customers and partners. We work closely with service engineers and clients through multi-phased workstreams to validate data quality and optimize system performance.

Job Summary:

Identify issues and assure the accuracy of the data produced by our software meets our accuracy benchmark

Responsibilities:

• Auditing and adjusting various data sets and technologies
• Documentation of results for analysis and improvements

Skills:

• Ability to ensure traffic counting is done correctly, if it doesn't meet our standard troubleshooting to achieve standard (95%)
• Ability to work largely unsupervised

Knowledge:

• Have a moderate understanding of RetailNext software analytics and hardware
• Ability to effectively use tools for completing Audits (Audit Console, Gsuite, etc.)

Talents:

• Ability to accurately complete audits (by Retailnext standards)
• Ability to communicate effectively at all levels with peers/managers for escalation, feedback, etc.
• Completing all assigned audits on time within company SLAs.

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)