Remote opportunity at
RetailNextCustomer Success Manager
RetailNext seeks a Customer Success Manager to manage post-sales client relationships remotely from South Africa. In this position, the professional will serve as the principal owner…
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About This Role
RetailNext seeks a Customer Success Manager to manage post-sales client relationships remotely from South Africa. In this position, the professional will serve as the principal owner for client accounts, guiding them from initial setup through long-term adoption of the platform. The work blends software, hardware, and IoT solutions, requiring comfort with troubleshooting store-level technology as well as reviewing product performance with regional directors. This role suits an independent individual who…
Job Description
RetailNext seeks a Customer Success Manager to manage post-sales client relationships remotely from South Africa. In this position, the professional will serve as the principal owner for client accounts, guiding them from initial setup through long-term adoption of the platform. The work blends software, hardware, and IoT solutions, requiring comfort with troubleshooting store-level technology as well as reviewing product performance with regional directors.
This role suits an independent individual who can monitor account health metrics, spot trends, and resolve issues proactively across global time zones. The person in this role will act as a bridge between clients and internal departments like product, engineering, and support, influencing how the organization evolves.
RetailNext operates globally, serving Fortune 500 retailers with platforms that incorporate Aurora sensors and supporting infrastructure. The position requires working evening hours from 17:00 to 02:00 South Africa Standard Time to engage with international markets.
Responsibilities
- Manage the complete onboarding process for new accounts from kickoff to launch
- Conduct product training sessions for client teams and store operators
- Partner with installation vendors to ensure smooth deployment of Aurora sensors
- Troubleshoot hardware and software setup issues at the store level
- Act as the primary contact for product inquiries, support escalations, and billing coordination
- Monitor client health metrics and platform usage trends to intervene before issues escalate
- Communicate product updates to encourage adoption of new features
- Collaborate with support, engineering, product, and operations teams to resolve problems
Requirements
- Minimum of two years of professional experience in a B2B software-as-a-service customer success or account management capacity
- Demonstrated expertise in client relationship management and communication within a B2B SaaS context
- Capability to diagnose and resolve technical and operational challenges involving both software and hardware
- Organizational skills to handle multiple client accounts at the same time
- Ability to work collaboratively across departments and ensure issue resolution
- Familiarity with customer lifecycle management, onboarding practices, and success metrics
Qualifications
- Prior exposure to analytics platforms, Internet of Things solutions, or retail technology
- Experience interacting with international clients across multiple time zones
- Practical background using product analytics and client health platforms such as Pendo
Core Skills
Benefits
- Monthly Recharge Day
- Holiday Exchange Program
- Best Self Benefit Program
- Medical Insurance
- Work from Anywhere for up to ninety days
Frequently Asked Questions
What are the working hours for this role?
The scheduled working hours are from 17:00 to 02:00 South Africa Standard Time.
Is this position remote?
Yes, the role is fully remote from South Africa.
What experience is required to apply?
Candidates must have at least two years of experience in a B2B SaaS customer success or account management role, along with strong communication and technical troubleshooting skills.
What is the salary for this position?
The posting does not specify the salary.
Sample Interview Questions
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