Senior Customer Value Manager

About Nextail

Mission

Nextail exists to bring state-of-the-art technology and practices to fashion retail operations.

Vision

To become the go-to merchandising tool for fashion retailers, so they're more profitable, shoppers get a better experience, and the planet is harmed less.

Who are we

We're a 12-year-old Spanish scale-up with a startup mentality, building advanced AI/ML technology for the fashion retail industry. Born in Spain, we've partnered with more than 50 fashion retailers around the world.

About the Role

We're hiring a Senior Customer Value Manager to own the full customer lifecycle for a portfolio of retail clients—from onboarding through adoption, value realization, and renewal readiness. The core of this role is what happens after go-live: driving adoption, proving value, and getting accounts renewal-ready — you won't be carrying onboarding alone when an account calls for extra hands.

You will act as the main strategic contact for the account, ensuring customers realize measurable value from the platform, are proactively guided through risk, and arrive fully prepared for renewal and expansion conversations.

This is a senior role: you'll need to be equally comfortable defending a value narrative in a governance review and holding your ground when a Supply Chain Director or VP of Operations pushes back on the ROI numbers. Our strategic accounts carry ARR in the high six figures — the level of ownership and judgment required reflects that.

Key Responsibilities

Customer Value & Success

• Own account health end-to-end: drive product adoption, track usage/engagement, and act on risk signals before they become churn
• Build and defend the value narrative — translate usage data into a clear ROI story for economic stakeholders
• Maintain and update Success Plans, coordinating company resources to support delivery
• Run regular governance and business reviews with senior stakeholders
• Design and execute improvement actions when accounts drift off track (re-engagement, targeted training, escalation)

Renewal & Expansion

• Own renewal readiness: build the impact and value case well ahead of each renewal date
• Lead contract renewal negotiations directly with clients, working closely with the CEO
• Proactively identify expansion opportunities and drive them forward with the client
• Maintain risk tracking and mitigation plans across the portfolio

Onboarding & Implementation

• Lead discovery workshops and onboarding for new accounts, coordinating internal resources as needed
• Define post-onboarding success metrics and KPIs that anchor the account going forward
• Ensure a clean transition into steady-state success management

Requirements

• Minimum 5 years in Customer Success or Account Management in B2B SaaS, of which at least 2 years managing strategic accounts with €200K+ ARR at Director-to-VP/C-level
• Proven ability to navigate difficult conversations with senior stakeholders (e.g., value/ROI pushback, scope disputes, escalations)
• Track record of owning account health and driving retention outcomes, not just reporting on them
• Experience managing accounts where the product is embedded in a core operational process — not a peripheral or nice-to-have tool
• Ability to interpret usage/adoption data into insights and a compelling ROI narrative
• Strong project management, organization and coordination skills
• Experience with onboarding or implementation projects
• Fluent English

Preferred

• French, German or Russian fluency — strongly preferred given our EMEA account portfolio
• Experience in startups or scale-ups
• Retail, fashion, or supply chain knowledge
• Experience with HubSpot CRM
• Spanish is a plus

Why Nextail

• Own the full customer journey and impact outcomes end-to-end
• Work with global retail and fashion brands
• High ownership and autonomy
• Remote-first, collaborative culture

Our Values

• From Start to Success – We own it end to end
• Their Shoes, Our Path – Customer success first
• Nextcellence – Always raising the bar
• We Care – People matter
• Less, and Better – Simplicity drives impact
• Speak Freely, Listen Openly – Honest collaboration

Nextail is an equal-opportunity employer. We are committed to fostering an inclusive environment regardless of race, color, ancestry, religion, gender, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.