Senior Retail Customer Success Manager

Summary

Join Focal Systems, a leader in retail AI solutions, as a results-driven Sr. Customer Success Manager. This remote, travel-intensive role focuses on ensuring retail partners achieve a strong ROI through Focal's solutions. You will onboard new customers, act as a strategic advisor, and translate pilot results into wider rollouts. Responsibilities include maximizing customer utilization, increasing customer satisfaction, and fostering internal collaboration. The ideal candidate possesses proven retail experience, excellent communication skills, and a startup mindset. Focal Systems offers a competitive salary, stock options, health insurance, paid time off, and education grants.

Requirements

• Proven retail experience (as an employee or consultant) in brick & mortar grocery, supermarket or big box
• Bachelor's degree or equivalent work experience
• Excellent communication, interpersonal and listening skills to connect with all stakeholders to build trusting relationships
• Effective change management skills
• Willing and able to travel weekly to pilot site, which will vary by customer
• Strategic/big-picture thinking skills with high intellectual curiosity to dig deep into customer problems to align value back to their business objectives
• Startup mindset and work ethic with ability, motivation, and energy to manage multiple priorities in a fast-paced, unstructured environment independently and as a team

Responsibilities

• Demonstrate Measurable ROI to the Customer
• Act as customer's strategic advisor to help define, implement, and adopt best practices
• Quantify improvements to current store operations enabled by Focal automation solutions
• Help customers attain their desired outcomes by monitoring and analyzing store performance to make proactive recommendations that drive results
• Translate pilot results into a wider rollout of Focal within the customer organization
• Maximize Customer Utilization
• Drive change management and adoption by providing exceptional onboarding experience to Focal’s customer base, thoroughly understand and define current and future state workflows and remove barriers to utilization at all stakeholder levels
• Increase Customer Satisfaction
• Be the voice/champion of the customer by proactively addressing barriers and prioritizing enhancement requests to shape Focal product roadmap
• Strengthen customer engagement and adoption by traveling to Focal stores within territory
• Increase advocacy by maximizing Net Promoter Score amongst your stores
• Facilitate internal collaboration across Focal sub-orgs that will enhance customer outcomes

Benefits

• Competitive Salary & Attractive Stock
• Health Insurance
• Paid Time Off
• Education grants