Retail Merchant Advisor — Customer Success, LATAM & US | Bilingual Spanish/English (Remote, ET/CT)

First Insight, Inc.•Pittsburgh, PA

7d•Remote

About The Position

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 — in the US, Latin America, or both — 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. With 18 years of innovation in predictive analytics and AI, First Insight is trusted by brands like Under Armour, Marks & Spencer (M&S), Woolworths, and Family Dollar. Our Voice of the Customer platform and Value Score™ serve 600+ brands and retailers across retail, apparel, footwear, automotive, home goods, CPG, and hospitality worldwide. THE OPPORTUNITY If you've spent your career on the merchant or brand side — buying, designing, planning, or managing product — you already understand the decisions First Insight helps retailers make better. You know the pressure of a buy, the risk of a wrong assortment call, the gap between what a designer believes in and what a consumer will actually pay for. That instinct is exactly what this role requires. 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 that spans Latin America and the United States — working with brands and retailers across both markets. Bilingual fluency in Spanish and English is required — you'll be building relationships and leading conversations on both sides of that footprint. You're not selling software — you're helping planners plan smarter, buyers buy more confidently, and merchants bring fewer wrong products to market. The best CSMs at First Insight speak the language of the merchant floor and the boardroom equally well. This is a high-visibility, customer-facing role with direct access to senior leaders and functional decision-makers at global retail organizations. If you are coming from the retail or brand side and are excited by how AI is transforming the way product decisions get made — this may be the perfect next step.

Requirements

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. You understand how product decisions get made, where they go wrong, and what the stakes are
Fluency in retail KPIs — sell-through, margin, assortment breadth, price elasticity, inventory turn — and the ability to connect First Insight's consumer intelligence to those outcomes in a customer conversation
Bilingual — full professional fluency in both English and Spanish required
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 in the United States; East Coast or Central time zone preferred. Must be authorized to work in the United States
Remote position – Willingness to travel up to 40% for customer engagements and onsite visits

Nice To Haves

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
Experience working with or within Latin American retail or brand markets

Responsibilities

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

Benefits

First Insight offers a competitive salary
paid employee healthcare coverage
a 401(k) with company match
employer-paid life and long-term disability insurance
a generous Paid Time Off (PTO) package including paid holidays and sick days — in a positive, mission-driven team environment.

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