Customer Value Manager

About Nextail

Nextail drives value in the fashion industry through in-season merchandising solutions. With over a decade of experience we combine AI/ML forecasting models and an optimization engine to help retailers make faster smarter merchandising decisions and improve financial performance.

About the Role

Were hiring a Customer Value Manager to own the full customer lifecycle for a portfolio of retail clientsfrom 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. Youll also lead onboarding as a functional project manager before transitioning accounts into steady-state success management.

Key Responsibilities

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

Account Management & Adoption

• Drive product adoption and improve account health
• Track usage engagement and success metrics
• Maintain and update Success Plans
• Run regular governance and business reviews
• Execute improvement actions (training re-engagement etc.)

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

• 24 years in Customer Success or Account Management (B2B SaaS)
• Experience with onboarding or implementation projects
• Strong project management skills
• Ability to interpret usage/adoption data into insights
• Experience running trainings or enablement sessions
• Strong communication and stakeholder management
• Fluent English

Preferred

• End-to-end customer lifecycle experience
• Experience in startups or scale-ups
• Retail fashion or supply chain knowledge
• Additional languages (French Italian 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.