Senior Customer Value Manager

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
Support Account Management with renewal evidence and negotiation-ready documentation
Proactively identify and flag expansion opportunities
Maintain risk tracking and mitigation plans across the portfolio
Onboarding & Implementation
Lead discovery workshops and onboarding when the account calls for it, coordinating internal resources for support or full ownership when 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
Preferred
Experience negotiating contract renewals or expansions directly with clients
French or German fluency
— strongly preferred given our EMEA account portfolio
Experience carrying/defending a value or ROI narrative to an economic stakeholder
Experience in startups or scale-ups
Retail, fashion, or supply chain knowledge
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
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.
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