Customer Success Manager

Overview

Turn Data into Action with Retail Insight. At Retail Insight (RI), we transform data into actionable strategies, empowering retailers and CPGs to make smarter decisions. Our cutting-edge algorithms and innovative retail execution products are trusted by many of the world’s leading companies to improve sales, profitability, and operational efficiency. From tackling out-of-stocks and poor in-store execution to reducing waste, markdowns, and shrink, RI helps businesses unlock performance drivers through advanced analytics.

What We’re Looking For

We re looking for a Customer Success Manager with a background in tech/SaaS and retail to join our new team in San Antonio. This is a high-impact, customer-facing role that blends relationship management, product expertise, and commercial acumen.

You ll work closely with some of our most important retail customers, helping them get the absolute most from our platform. From onboarding through to renewals, your mission is to drive adoption, solve problems, and ensure long-term success.

• Own the relationship with our customers, building strong, trusted relationships at multiple levels
• Drive adoption and engagement, helping clients embed our platform into their day-to-day operations
• Act as the voice of the customer internally, collaborating with Product, Support, and Sales teams to ensure needs are met
• Lead customer onboarding, training, and success planning
• Identify growth opportunities and support renewals and upsells
• Deliver value reviews and insights that tie our impact to customer outcomes
• Proactively manage risks and solve issues before they escalate

Qualifications

• Proven experience in a Customer Success, Account Management, or Client Services role, preferably within a SaaS or tech company
• Great understanding of the retail industry — ideally with experience supporting retail clients directly
• Excellent communicator — able to build rapport, influence stakeholders, and make complex things simple
• Comfortable with data and able to translate usage insights into strategic recommendations
• Highly organized, self-driven, and always focused on value
• Experience with Microsoft tools is a bonus

Our ideal candidate

• Proven experience in a Customer Success, Account Management, or Client Services role, preferably within a SaaS or tech company
• Great understanding of the retail industry — ideally with experience supporting retail clients directly
• Excellent communicator — able to build rapport, influence stakeholders, and make complex things simple
• Comfortable with data and able to translate usage insights into strategic recommendations
• Highly organized, self-driven, and always focused on value
• Experience with Microsoft tools is a bonus

Some of our extras…

We believe in flexibility, growth, and taking care of our people—both in and out of the office.

Spend time with your client when needed, plus take advantage of our additional perk to  work from anywhere  for a period of time. You ll also enjoy summer hours and extra days off for life’s big moments (including your birthday and wedding).

26 days PTO (increasing with service), paid volunteer days, and full support for your wellbeing, including mental health resources.

Access to a top-tier learning platform, career progression plans, and support to create your ideal home workspace.

Comprehensive medical, dental, and vision coverage, plus a 6% matched retirement plan.

Annual phone reimbursement, and customizable benefits via our online platform.

Plus much more!

Our interview process typically involves 3 stages:
Informal call with the recruiter;
Initial Interview with the Hiring Manager;
Final Stage interview and skills assessment. Our average process takes around 3-4 weeks, but we will always work around your availability. You will have the chance to speak to our recruiter at various points during your process; if you have any questions ahead of this please contact us.

We are a unique blend of retail expertise built up from extensive industry experience; mathematical talent that builds and maintains…