Nextail exists to bring state-of-the-art technology and practices to fashion retail operations.VisionTo 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 weWe'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 RoleWe'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 ResponsibilitiesCustomer Value & SuccessOwn account health end-to-end: drive product adoption, track usage/engagement,



and act on risk signals before they become churnBuild and defend the value narrative — translate usage data into a clear ROI story for economic stakeholdersMaintain and update Success Plans, coordinating company resources to support deliveryRun regular governance and business reviews with senior stakeholdersDesign and execute improvement actions when accounts drift off track (re-engagement, targeted training, escalation)Renewal & ExpansionOwn renewal readiness: build the impact and value case well ahead of each renewal dateSupport Account Management with renewal evidence and negotiation-ready documentationProactively identify and flag expansion opportunitiesMaintain risk tracking and mitigation plans across the portfolioOnboarding & ImplementationLead discovery workshops and onboarding when the account calls for it, coordinating internal resources for support or full ownership when neededDefine post-onboarding success metrics and KPIs that anchor the account going forwardEnsure a clean transition into steady-state success managementRequirementsMinimum 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-levelProven 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 themExperience managing accounts where the product is embedded in a core operational process — not a peripheral or nice-to-have toolAbility to interpret usage/adoption data into insights and a compelling ROI narrativeStrong project management, organization and coordination skillsExperience with onboarding or implementation projectsPreferredExperience negotiating contract renewals or expansions directly with clientsFrench or German fluency — strongly preferred given our EMEA account portfolioExperience carrying/defending a value or ROI narrative to an economic stakeholderExperience in startups or scale-upsRetail, fashion, or supply chain knowledgeSpanish is a plusWhy NextailOwn the full customer journey and impact outcomes end-to-endWork with general retail and fashion brandsHigh ownership and autonomyRemote-first, collaborative cultureOur ValuesFrom Start to Success – We own it end to endTheir Shoes, Our Path – Customer success firstNextcellence – Always raising the barLess, and Better – Simplicity drives impactSpeak Freely, Listen Openly – Honest collaborationNextail 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.#J-18808-Ljbffr

📌 Senior Customer Value Manager (Santiago de Compostela)
🏢 Nextail
📍 Santiago de Compostela