• Manage a portfolio of 220+ client accounts, leading them through the customer journey following onboarding • Own the success and health of your assigned clients by developing and deploying strategies aimed to increase customer value and optimize retention • Build strong, trust-based relationships while leveraging digital and scaled engagement to drive product adoption and customer satisfaction • Proactively monitor customer health and usage trends to identify risks and opportunities for growth • Support and own renewal conversations and mid-contract escalations, while collaborating cross-functionally to identify and drive expansion opportunities • Act as the voice of the customer internally, advocating for customer needs and influencing product and process improvements • Develop advanced knowledge of the customer, product, and industry

• Partner with SVP of Sales to co-own Net Revenue Retention (NRR) with a target above 120%, driven by strategic cross-sell and upsell of Order Engine across customer tiers • Protect Gross Revenue Retention (GRR) by identifying churn risks early, particularly among long-standing enterprise customers navigating the communication-to-order-engine transition • Partner with the Account Management team on renewals and commercial account strategy; own the renewal forecast and its accuracy • Maintain best in class churn metrics through proactive risk management, enablement motions, and health monitoring • Develop and execute the change management playbook to migrate existing customers from a "communication" mindset to an "order engine" mindset • Train and equip the CS team to act as workflow consultants who can confidently articulate how AI-powered Order Engine workflows increase a distributor's bottom line • Define and relentlessly track KPIs focused on order engine usage: quote volume, order volume, conversion rates, thread activity, and customer health signals across the full lifecycle • Ensure customer feedback reaches Product in a structured, prioritized way and close the loop on the most critical roadmap items • Build a tiered success model: tech-touch for our smallest accounts, high-touch for mid-market, enterprise and strategic accounts, that scales cost-effectively as the customer base grows • Standardize onboarding, QBRs, and renewal motions so the customer experience is consistent, predictable, and measurable • Leverage the CS tech stack (HubSpot, Planhat, product data) to build early warning systems for churn and surface expansion opportunities • Identify and automate high-frequency, lower-complexity workflows to give the team capacity for higher-value customer work • Recruit, develop, and retain CSMs, CSRs, implementation specialists and technical account representatives with experience enabling complex, workflow-integrated software at both the account and user level • Align tightly with Sales (new logo and existing) on commercial strategy, expansion opportunities, and retention • Partner with Product on roadmap prioritization, launches, and CAB leadership • Collaborate with Marketing on customer advocacy programs, success stories, webinars, and customer-facing content • Customer Success Managers, Technical Account Managers, Implementation, and Support teams • A culture built on customer advocacy, operational excellence, creative problem-solving, and accountability • Goals, metrics, and reporting frameworks that drive clarity and performance across all teams.

• Efficiently onboard customers to Builder Showcase, from initial setup through live listings • Establish a connection with customers, quickly understand their needs, and tactfully address challenges and concerns while driving the implementation forward • Configure initial setup, manage upload of media assets, and listings in Zillow tools • Proactively advise customers on best practices that are essential for achieving implementation milestones and goals • Escalate issues, identify patterns, and help improve onboarding processes as we scale

​ COMPANY OVERVIEW The AI-Powered Decision Engine for Customer-First Products About First Insight 💡 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 how the industry makes its most important decisions, this role was built for you. With 18 years of innovation in predictive analytics, 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 that spans Latin America and the United States — working with brands and retailers across both markets. 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 - Bilingual — full professional fluency in both English and Spanish required - 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 in the United States; East Coast or Central time zone preferred. 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 - Experience working with or within Latin American retail or brand markets Look us up! www.firstinsight.com 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.​