Role 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.

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.

This is a high-visibility, customer-facing role with direct access to senior leaders and functional decision-makers at global retail organizations.

What You'll Do

• 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.

Qualifications

• 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.
• Fluency in retail KPIs — sell-through, margin, assortment breadth, price elasticity, inventory turn.
• 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.
• 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.

Benefits

• Competitive salary.
• Paid employee healthcare coverage.
• 401(k) with company match.
• Employer-paid life and long-term disability insurance.
• Generous Paid Time Off (PTO) package including paid holidays and sick days.