NL
Nextail Labs

Senior Customer Success Manager

We’re looking to add a Senior Customer Success Manager to our Revenue team, for a position based in the UK, France or Spain and to work remotely. This new team member will be instrumental in managing and growing accounts with well-known brands as we continue to make the retail world a better, more sustainable place.

At Nextail, we empower retailers to create better experiences while using fewer of the world's resources. Nextail’s cloud-based platform uses artificial intelligence, prescriptive analytics, and optimization to deliver agile merchandising decisions. To date, we’re backed by more than $12M in funding from leading venture capital investors and are working with global retailers like Versace, River Island, Guess and Pepe Jeans.

The ideal candidate has solid experience in SaaS Customer Success and understands diagnostic sales processes.

As a Customer Success Manager (CSM) for Nextail,  you will engage with our customers through a thorough discovery and diagnostic process and build deep understanding of their business. You will develop long term strategies that increase the customers' lifetime value, demonstrate ongoing value and ROI, drive adoption and manage the overall relationship.

You will have the opportunity to build relationships and work closely with senior and C-Level roles - helping to shape their key processes to a more date driven future. A key part of the job is to support these innovative retailers on their internal change management process, as adopting Nextail is more than just implementing a new software, it is transforming their way of working to becoming more agile and data driven. You will be an individual contributor working alongside other experienced CSMs and coordinate across different departments like onboarding, customer insights, product, service, to ensure customer satisfaction.

 

You will :

  • Partner with our clients, some of the most well known retailers, helping them grow into data driven future - building strong relationships with C-levels/key executives, champions and key users to ensure our customers' success and grow and renew customers
  • Conduct in-depth discovery and diagnostic sessions with our customers to reveal pains and their costs. You will drive the change process within your assigned accounts as well as design and deliver value solutions coming across their growth needs. You will build lifetime value plans for each customer with appropriately identified objectives, stakeholders, milestones, risks, and metrics - by this proactively identify and execute expansion opportunities (upsell or product feature adoption) in each account to drive value both for the customer and Nextail
  • Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to users
  • Build, maintain and leverage strong relationships with key stakeholders within each customer organisation to influence solution adoption, create strong support for new opportunities and secure their willingness to advocate on Nextail’s behalf. Nextail is currently sold directly to C-suite executives so you will be in a good position to develop further traction within our customer businesses
  • Work closely with our Change Managers and Customer Insights teams to analyse data across the entire customer base to determine key factors that contribute to customers’ success with the platform and build processes to support those behaviours
  • Serve as an important source for information regarding the customer’s business needs and provide customer feedback to Product Management, Services, Sales and other teams.

 

We offer:

  • High flexibility: We’re strong believers that what matters most are results. Each Nextailer is empowered, through trust and ownership, to organize their time as they see fit without jeopardizing the time or work of their colleagues.
  • Remote-first philosophy: Nextail started as a remote company and continues to offer a nice mix of remote and/or office-based environments around the world.
  • International environment: We operate across the globe, with recent operations reaching from Europe all the way to Australia, and our team alone consists of professionals of more than 15 different nationalities. While many of us are multilingual, our working language is English.
  • Diversity on all levels: United as a single team, we celebrate diversity at every dimension*. Professionally speaking, do you want to work alongside tech geniuses, data science magicians, and fashionistas? You’ll have teammates with extensive experience in a wide variety of professional fields, including technology, retail, consulting and entrepreneurship.
  • The laptop of your choice: We want you to work with the tools that are most comfortable for you!
  • Flexible compensation plan: We offer a fixed + variable salary as well as company equity as we progress towards our Series B fundraising round.

 

Requirements:

  • Ideally 8+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role in a SaaS Environment
  • World Class understanding of Customer Success concepts, best practices, and execution strategies
  • Detailed understanding of best practices in SaaS project implementation and experience with complex IT deployments
  • Ability to create structure in ambiguous situations and design effective processes
  • Experience in managing a portfolio of accounts
  • Experience in retail is a plus
  • Strong interpersonal skills and ability to develop trusted advisor relationships with C-level executives and business decision makers
  • Organizational skills and the ability to manage multiple projects simultaneously
  • Cultural awareness and appreciation for diversity
  • Native/Proficient level of English, fluency in Spanish, French or Russian language is a plus 

If you think you meet these requirements and want to keep developing your professional career with Nextail do not hesitate and apply!

*Nextail is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
To all recruitment agencies: Nextail does not accept agency resumes. Please do not forward resumes to our jobs alias, Nextail employees or any other organization location. Nextail is not responsible for any fees related to unsolicited resumes.


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Posted 1 week ago

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