Customer Success Manager (UK)

COMPANY OVERVIEW

The AI-Powered Decision Engine for Customer-First Products

First Insight is a global retail platform that uses its native AI to turn real-time customer feedback into profitable strategies for more than 600 brands and retailers. Companies like Gap, Under Armour, Woolworths and Family Dollar rely on First Insight to understand what consumers will buy, what they won’t, how much they’re willing to pay, and how these and other factors directly influence planning, inventory and margins. First Insight further transforms customer feedback into a Value Score™, assigned to every single product it gains insight on. These scores accurately predict the viability of and demand for products so that retailers can confidently make design, pricing and inventory decisions that will deliver measurable financial impact. The company’s Voice of the Customer Platform is central to its offering and boasts a network of 360+ million consumers spanning 180 countries and 67 languages and currencies.

Founded in 2007, 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. 

Our talented team members are the reason for the growth of the use of our value-driving solutions. First Insight empowers and supports our team members by providing:

• Opportunity for rewarding contribution, career development and career growth
• Dynamic, creative, professional and supportive team environment
• Professional Training & certification
• Opportunity to work remote 50% of the time

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: 

• Demonstrate how First Insight’s solutions can be leveraged to achieve our customers’ strategic and tactical goals by intimately understanding their customer and optimizing each product to market decision - delivering positive impact to operational efficiency, business performance and business profitability 
• Showcase methodology and best practice use of solutions - highlighting applicable FI solutions and partnership value to attaining customer business goals.
• Provide Insights/advisory services to customers to ensure that they get optimal benefit from FI solutions and agents with the aim of helping grow their business through understanding their customers with AI/data driven intelligence
• Transfer knowledge on how to interpret and apply output data of FI’s solution suite to support decision makers in achieving business goals and delighting their customers.  
• Guide the customer in methodology, best practices and integration of FI solutions to facilitate ease of use, operational efficiency, and interpretation of data
• Pro-actively Engage with customers to understand current strategic challenges and trends identifying opportunities to further support our customer’s achievement of business goals, improving KPIs, and facilitating business growth with First Insight’s unique and powerful solutions
• Identify opportunities to integrate with customers tech stack to increase adoption, utilization, value realization, and ease of workflow

Specific accountabilities include:

• Be the primary customer advocate within First Insight, unlocking and driving value for the customer.
• Create a win-win engagement model for both customer and First Insight, resulting in building emotional loyalty and help FI achieve its financial goals at the customer.
• Manage implementation, training, communication and utilization across customer teams
• Educate/train new customers teams on use of solutions, applications, and best practices aligning with customer business strategy
• Assess & evaluate new customer requirements against the scope of agreement
• Work with Operations/Business Analysts/Product Management to translate customer business needs into technical requirements
• Develop and maintain customer relationships that promote retention and loyalty across all stakeholders
• Manage schedules, resources, and all associated tasks and communication to ensure that solutions and services are delivered within time and cost constraints
• Consistent communication with customers to ensure they are achieving desired outcomes using solutions and services
• Collect customer feedback and share this with product, sales, and marketing teams to ensure alignment and customer satisfaction
• Identify, document, and manage risks. Proactively escalate issues to resolve cross-functionally within FI
• Prepare status reports and account plans to keep management and all stakeholders informed of metrics, account health, utilization metrics, adoption metrics, value delivery; proactively providing solutions as needed
• Drive best practice usage, and adoption of FI’s AI solutions throughout customer organization
• Proactively engage to present and articulate product enhancements, advanced solutions, and benefits
• Facilitate executive and end user quarterly business reviews
• Coordinate with internal and customer teams in person and virtually
• Act as an evangelist to position First Insight AI solutions across functional teams within customer organization

QUALIFICATIONS AND SKILLS:

• Bachelors Degree from an accredited college or university in Business/Planning/Business Analytics degree
• Ideal candidates will possess technology and SaaS Platform experience
• Brand/Retail/go-to-market experience is desirable
• Ideal candidates will have CSM & Project Management experience
• 3+ years of account management/customer success experience
• Change Management and Customer Support/Service experience is a plus.
• Strong business acumen with understanding of the retail industry along with risks and complexities of product-to-market process
• Ability to take an active role in account strategy and planning with a sales partner to build and execute a comprehensive customer support strategy
• Ability to work in a dynamic environment and balance multiple responsibilities
• Outstanding communication skills to include listening, verbal, written and presentation skills
• Excellent organizational & time management skills
• Proactive and driven to provide optimal results with high personal drive, integrity, and a positive attitude
• Comfortable working in a team environment with Product, Sales, IT, and all levels of organizations
• Hybrid position – 50% remote, 10% HQ, willing to travel up to 40% of the time

Must be authorized to work in the UK

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BENEFITS & PERKS

First Insight offers a competitive salary; a retirement scheme; and a generous Paid Time Off (PTO) package including paid holidays and sick days and a positive team environment.