Job Description
The best merchants have always had strong instincts about what customers want. The best ones tomorrow will use AI to hear directly from consumers — at scale, before a single decision is made — and act on what they find. First Insight gives brands and retailers that signal across product design, assortment, pricing, and planning, so the people who build and buy product move faster, with more confidence, and less risk. If you've spent your career in retail or on the brand side and you're ready to be on the leading edge of AI and how the industry makes its most important decisions, this role was built for you. With 18 years of innovation in predictive analytics and AI, First Insight is trusted by brands like Under Armour, Marks & Spencer (M&S), Woolworths, and Family Dollar. Our Voice of the Customer platform and Value Score™ serve 600+ brands and retailers across retail, apparel, footwear, automotive, home goods, CPG, and hospitality worldwide. THE OPPORTUNITY If you've spent your career on the merchant or brand side — buying, designing, planning, or managing product — you already understand the decisions First Insight helps retailers make better. You know the pressure of a buy, the risk of a wrong assortment call, the gap between what a designer believes in and what a consumer will actually pay for. That instinct is exactly what this role requires.
As a Customer Success Manager at First Insight, you are the strategic advisor who helps our customers get maximum value from their consumer intelligence investment. In this role, you will manage a portfolio of retail brands and retailers. You're not selling software — you're helping planners plan smarter, buyers buy more confidently, and merchants bring fewer wrong products to market. The best CSMs at First Insight speak the language of the merchant floor and the boardroom equally well.
This is a high-visibility, customer-facing role with direct access to senior leaders and functional decision-makers at global retail organizations. If you are coming from the retail or brand side and are excited by how AI is transforming the way product decisions get made — this may be the perfect next step.
WHAT YOU'LL DO You will own a portfolio of enterprise accounts and be accountable for adoption, retention, and growth — but the way you create value looks more like a trusted retail advisor than a software account manager. Specifically:
- Own assigned enterprise accounts as the primary relationship holder — understanding your customers' business deeply enough to know what they need before they ask
- Build trusted relationships across the customer organization — with merchants, planners, designers, buyers, and the executives who set direction
- Lead Quarterly Business Reviews that connect First Insight's consumer intelligence to real business outcomes — margin, sell-through, assortment decisions, and pricing confidence
- Guide customers on methodology, best practices, and how to interpret and apply consumer intelligence across the product-to-market path
- Deliver training and workshops that build platform fluency — tailored to the buyer, the planner, the designer, or the merchant team you're sitting in front of
- Stay ahead of new product capabilities and bring them to customers in a way that's relevant to their business
- Partner with Sales and senior leadership on renewals, upsells, new pilots, and onboarding
- Bring the voice of the customer back into the organization — translating what you hear in the field into product feedback and go-to-market insight
WHAT YOU BRING Required Qualifications and Skills - Bachelor's degree in Business, Retail Merchandising & Planning, Business Analytics, or a related field
- 3+ years of hands-on experience in retail or brand — as a buyer, merchandiser, planner, designer, or in a role deeply connected to the product-to-market path. You understand how product decisions get made, where they go wrong, and what the stakes are
- Fluency in retail KPIs — sell-through, margin, assortment breadth, price elasticity, inventory turn — and the ability to connect First Insight's consumer intelligence to those outcomes in a customer conversation
- Account management, customer success, or client-facing experience a plus — SaaS or technology background welcome but not required
- Strong business acumen and the ability to engage at all levels of a customer organization — from the merchant floor to the C-suite
- Outstanding communication and listening skills — written, verbal, and presentation
- Highly organized and proactive; able to manage multiple accounts with a high degree of personal accountability
- Based on the East Coast or Central time zone. Must be authorized to work in the United States
- Remote position – Willingness to travel up to 40% for customer engagements and onsite visits
Preferred Qualifications and Skills - Direct experience as a buyer, merchandise planner, product designer, or category manager at a retailer or brand
- Exposure to AI-powered analytics, consumer intelligence, or predictive decision tools
- Change management experience — helping teams move from instinct-driven to data-driven decision-making
- Project management experience; PMP a plus
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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 — in a positive, mission-driven team environment.
Job Tags
Full time, Remote work, Worldwide