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 Customer Value Manager to own the full customer lifecycle for a portfolio of retail clients—from onboarding through adoption, value realization, and renewal readiness.

You will act as the main operational contact, ensuring customers successfully adopt the platform, achieve measurable impact, and are fully prepared for renewals. You’ll also lead onboarding as a functional project manager before transitioning accounts into steady-state success management.

Key Responsibilities

Account Management & Adoption

• Drive product adoption and improve account health

• Track usage, engagement, and success metrics

• Maintain and update Success Plans, coordinating company resources to support delivery

• Run regular governance and business reviews

• Execute improvement actions (training, re-engagement, etc.)

Onboarding & Implementation

• Lead discovery workshops to understand customer processes and needs

• Define adoption plans, KPIs, and success metrics

• Own project planning, timelines, risks, and stakeholder coordination

• Deliver training, enablement, and rollout coordination

• Ensure successful go-live and manage change

• Transition accounts to steady-state management

Renewal & Expansion

• Prepare renewal materials with impact and value metrics

• Support Account Management with renewal evidence

• Identify and flag expansion opportunities

• Maintain risk tracking and mitigation plans

Requirements

• Minimum 5 years in Customer Success or Account Management in B2B SaaS, of which at least 2 managing strategic / reference accounts at Director+ level

• Strong listening and communication skills

• Strong project management, organization and coordination skills

• Experience with onboarding or implementation projects

• Ability to interpret usage/adoption data into insights

• Experience running trainings or enablement sessions

• Experience interacting with senior stakeholders

• Fluent English

Preferred

• End-to-end customer lifecycle experience

• Experience carrying/defending a value or ROI narrative to an economic stakeholder

• Experience in startups or scale-ups

• Retail, fashion, or supply chain knowledge

• Additional languages (French, German, Russian, etc.)

• 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.

To all recruitment agencies: Nextail does not accept agency resumes. Please refrain from forwarding resumes to our jobs alias, Nextail employees, or any other organization location. Nextail is not responsible for any fees related to unsolicited resumes.