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
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
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
- 2–4 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.
