[Hiring] Senior Customer Value Manager @Nextail

Role Description

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 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.

Qualifications

• 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.

Requirements

• 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.
• Additional languages (Russian, etc.).
• Spanish is a plus.

Benefits

• 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.

Company Description

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