Job Description

COMPANY OVERVIEW

The AI-Powered Decision Engine for Customer-First Products

About First Insight 💡
First Insight is a global leader in AI-powered decision-making, trusted by brands like Gap, Under Armour, Marks & Spencer (M&S), Woolworths, Family Dollar, and Kohl’s. Leveraging advanced AI technologies —combined with real-time consumer data, and predictive modeling, First Insight transforms consumer insights into profitable strategies that drive measurable business success.

Powered by its proprietary Voice of the Customer platform and Value Score™, First Insight enables businesses to evaluate the value of products, people, and experiences . With 17+ years of innovation in AI and predictive analytics, First Insight empowers businesses across industries—including retail, apparel, footwear, automotive, home goods, CPG, and hospitality—to outpace competitors and improve business performance -  by deeply understanding and adapting to ever-changing customer demand. From concept to conversion, First Insight equips brands to create offerings customers love while achieving higher revenue, stronger margins, and deeper customer loyalty.

  As we continue to grow, we are seeking a high performance, self-motivated, experienced professional who is looking for an opportunity to help drive our business as a Customer Success Manager. This high-visibility, customer-facing position provides the opportunity to both engage directly with C-Level leaders and functional decision-makers in global organizations, as well as collaborate with internal cross-functional teams in the delivery of exceptional solutions  and value. The CSM at First Insight is an integral part of First Insight and serves as a vital link between its technical solution offering and driving the strategic business growth of our customers. 

If you have this unique set of skills and experience, you may have found the perfect next step in your career! Candidates should have strong business acumen, retail/wholesale industry experience using technology and leveraging data insights for strategic decision-making - or relatable experience to the software/technology industry. Ideal candidate should possess experience with the critical product-to-market path process (e.g. buying, merchandising, planning) and understanding of associated KPIs of high performing retailers and brands. Experience in customer success within SaaS/Technology along with project management experience rounds out the ideal knowledge set and experience desired in a strong candidate.  

RESPONSIBILITIES & DUTIES

The Customer Success Manager (CSM) primary responsibility is increasing customer engagement, solution adoption, value delivery and retention by ensuring:

• FI agentic solutions become an integral part of the customer’s workflow
• Development of trusted customer relationships that promote retention and loyalty
• Strategic guidance is delivered to the customer to achieve adoption and expansion leveraging First Insight’s AI solutions and methodology across customer verticals & decision path
• Proactive, detailed monitoring of customer KPIs, initiatives & challenges
• Strategic and expanding utilization to support customer growth
• Customer requirements are met, and opportunity is recognized to enhance partnership
• Opportunities for account growth and increased value delivery are identified and promoted within the customer organization
• Optimal collaboration within and between First Insight’s functional teams to support customer success

As a CSM at First Insight, you will: 

• Demonstrate how First Insight’s solutions can be leveraged to achieve our customers’ strategic and tactical goals by optimizing each product to market decision - delivering positive impact to operational efficiency, business performance and business profitability 
• Showcase methodology and best practice use of solutions to support attainment customers’ business goals and build a strong partnership.
• Provide training, Insights & advisory services to customers to ensure optimal benefit from FI solutions and use of AI driven data intelligence
• Transfer knowledge on how to interpret and apply data intelligence delivered through FI’s solution suite to support decision makers 
• Guide the customer in methodology, best practices and integration of FI solutions to facilitate ease of use, operational efficiency, and interpretation of data
• Pro-actively Engage with customers to understand current strategic challenges and trends identifying opportunities to further improve KPIs, and facilitate business growth with First Insight’s unique and powerful AI Driven solutions
• Identify opportunities to integrate with customers tech stack to increase adoption, utilization, value realization, and ease of workflow

QUALIFICATIONS AND SKILLS:

• Bachelors Degree from an accredited college or university in Business; Retail Merchandising & Planning; Business Analytics degree
• Brand/Retail/critical path-to-market knowledge and experience
• Ideal candidates will also have Project Management experience
• 3+ years of account management/customer success experience in SaaS or Tech - preferably AI Driven Intelligence
• Change Management experience is a plus.
• Strong business acumen with understanding of the retail industry along with risks and complexities of product-to-market process and KPIs 
• Ability to take an active role in account strategy and planning with a sales partner to build and execute a comprehensive customer support strategy
• Ability to work in a dynamic environment and balance multiple responsibilities
• Outstanding communication skills to include listening, verbal, written and presentation skills
• Excellent organizational & time management skills
• Proactive and driven to provide optimal results with high personal drive, integrity, and a positive attitude
• Comfortable working in a team environment with Product, Sales, IT, Account Management and all levels of organizations
• Hybrid position – 50% remote, 10% HQ, willing to travel up to 40% of the time

Must be authorized to work in the US

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BENEFITS & PERKS

First Insight offers a competitive salary; paid employee healthcare coverage; a 401(k) with company match; employer-paid life and long-term disability insurance; and a generous Paid Time Off (PTO) package including paid holidays and sick days and a positive team environment.

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