Retail Expert

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…