Customer Success Manager

Job Description

Job Description

COMPANY OVERVIEW

The AI-Powered Decision Engine Fueling Business Performance with Customer-First Products

About First Insight  💡

First Insight is a global leader in AI-powered decision-making, trusted by brands like Gap, Under Armour, Marks & Spencer (M&S), Woolworths, Family Dollar, and Kohl’s. Leveraging advanced AI technologies—including Agentic AI, generative AI and human computational modeling—combined with real-time consumer data, First Insight transforms consumer insights into profitable strategies that drive measurable business success.

Powered by its proprietary Voice of the Customer platform and Value Score™, First Insight enables businesses to evaluate the value of products, people, and experiences. First Insight helps companies confidently design, price, and market offerings that resonate with consumers, ensuring every decision aligns with market demand and delivers financial impact.

With 17 years of innovation in AI and predictive analytics, First Insight empowers businesses across industries—including retail, apparel, footwear, automotive, home goods, CPG, and hospitality—to outpace competitors by deeply understanding and adapting to ever-changing customer needs. From concept to conversion, First Insight equips brands to create offerings customers love while achieving higher revenue, stronger margins, and deeper customer loyalty.

As we continue to grow, we are seeking a high performance, self-motivated, experienced professional who is looking for an opportunity to help drive our business as a Customer Success Manager. This high-visibility, customer-facing position provides the opportunity to both engage directly with C-Level leaders and functional decision-makers in global organizations, as well as collaborate with internal cross-functional teams in the delivery of solution services and value. The CSM at First Insight is an integral part of First Insight and serves as a vital link between its technical solution offering and driving the strategic business growth of our customers.

Candidates should have relatable experience to the software / technology industry; retail / wholesale industry experience using technology and data insights. Candidates should possess demonstrable understanding of the go-to-market process and associated KPIs of high performing retailers and brands. Experience with customer success in SaaS based software along with customer / project management experience is required.

RESPONSIBILITIES & DUTIES

The Customer Success Manager (CSM) primary responsibility is increasing customer engagement, solution adoption, value delivery and retention by ensuring :

• FI solutions become an integral part of the customer’s workflow
• Development of customer relationships that promote retention and loyalty
• Strategic guidance is delivered to the customer to achieve increased adoption and value leveraging FI AI driven solutions and methodology
• Continuous and proactive monitoring of customer initiatives & challenges
• Proactive, strategic and expanding utilization to support account growth
• FI solution use is expanded and adopted within and across customer functional teams
• Opportunities for account growth and increased value delivery are identified and promoted within the customer organization
• Optimal collaboration between First Insight’s functional teams to support customer account success

As a CSM at First Insight, you will :

Specific accountabilities include :

QUALIFICATIONS AND SKILLS :

Must be authorized to work in the US

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 and a positive team environment.

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