About the role
We're looking for a Retail Expert to serve as the strategic bridge between RetailNext's data platform and how retailers actually run their businesses. This is a consulting-meets-customer-success role: you'll own the relationship with a portfolio of embedded retail accounts, ensuring our analytics become part of how they make daily operational decisions — not just a dashboard they check quarterly.
The right person for this role has lived retail operations — you've managed stores, planned labor, analyzed merchandising performance, or led operational transformation programs. You bring credibility that can't be faked: when you sit across from a VP of Store Operations and talk about traffic conversion or staffing optimization, they know you've been in their shoes. You're also proactive by nature — you don't wait for customers to ask for help; you surface insights, propose new use cases, and push for deeper adoption.
This role is roughly 80% post-sales (driving value realization and expansion) and 20% pre-sales (supporting Account Directors with retail credibility during the sales cycle). Your success is measured by whether retailers are operationally dependent on RetailNext data — and whether that dependency grows over time.
Reports to: Chief Experience Officer
Location: USA, Remote
What You'll Do
Customer Value Realization & Operational Consulting
- Own the post-sales customer experience for a portfolio of embedded retail accounts, with a clear goal: retailers using RetailNext data to make operational decisions daily
- Provide strategic consulting on staffing optimization, merchandising performance, promotional effectiveness, and KPI frameworks tailored to each retailer's context
- Proactively create new use cases and surface actionable insights from RetailNext data — don't wait for the customer to ask
- Document operational changes customers make based on your recommendations and track measurable impact
Executive Engagement & Account Growth
- Own and lead Quarterly Business Reviews that deepen executive sponsorship, demonstrate ROI, and surface expansion opportunities
- Build relationships at multiple organizational levels — from store operations teams to C-suite — to drive multi-level adoption of the platform
- Develop store expansion strategies and cultivate referenceable customers who can speak to the value of RetailNext
- Identify upsell, cross-sell, and expansion signals through day-to-day engagement and bring qualified opportunities to the Account Director
Pre-Sales Support & Retail Credibility
- Partner with Account Directors to create customized demos and presentations tailored to prospective customers' specific retail use cases
- Bring firsthand retail operations expertise to sales conversations — your industry credibility helps close deals
- Collaborate with Customer Success to document pre-sales commitments and ensure clean handoffs into post-sales delivery
Commercial Signal Generation & ROI Documentation
- Document ROI evidence and build business cases that justify customer investment decisions and renewals
- Track and communicate the measurable impact of RetailNext data on customer operations — conversion improvements, labor efficiency gains, promotional lift
- Feed customer intelligence back to product and marketing teams to sharpen RetailNext's value proposition
What We're Looking For
Required
- Retail operations experience — you've worked in or directly with store operations, merchandising, labor planning, or retail analytics in a hands-on capacity
- Proven ability to consult with retail leaders on operational transformation and translate data into actionable recommendations
- Strong executive-facing communication skills — comfortable leading QBRs and presenting to VPs and C-suite stakeholders
- Track record of driving customer adoption and value realization in a post-sales, customer success, or strategic consulting role
- Ability to work independently across time zones in a remote
What We Offer
- Own the customer relationship end-to-end — you're the strategic partner retailers turn to for operational transformation, not a support function waiting for tickets
- Direct influence on product direction — your customer insights and use-case discoveries feed back into RetailNext's roadmap
- High-visibility consulting role — lead QBRs with retail executives and build relationships from store ops to the C-suite
- Monthly Recharge Day
- Holiday Exchange Program
- Best Self Benefit Program
- Medical Insurance
- Work from Anywhere up to 90 days
