Customer Success Manager

  • Customer Success
  • Madrid, Spain

Customer Success Manager

Job description

Come help us take a successful technology startup into a worldwide software category leader. Nextail is a fast-growing tech company on a mission to lead the agile retail revolution.

 

Nextail’s cloud-based platform combines artificial intelligence and prescriptive analytics to upgrade retailers’ inventory management and store operations processes. It provides retailers with data-driven decisions and the operational excellence of fast fashion, transforming how they buy new collections and distribute products.

 

Our team is currently based in Spain, Italy, Russia, the UK and the US, and to support the exponential growth ahead of us we are looking for a Customer Success Manager Associate to join our Customer Success team, working out of our headquarters in Madrid (the “Nextail house” in El Viso), under the direct supervision of our VP Customer Success.


The Customer Success Manager will be an individual contributor and will play a pivotal role in ensuring our local customers have the best possible experience with our technology. The overall objective of the role is to enable our customers to realize business value from their investment in Nextail and make them passionate advocates. The goal is to drive successful adoption and expansion of Nextail’s modules within the assigned accounts. A key part of the job is supporting our clients on their internal change management projects, as adopting Nextail is more than just implementing a new software, it is transforming their way of working and thinking. By embracing our technology, our clients are shifting key retail decision making processes to be more data-driven and agile. 


In particular, the role entails:


Account management (70%):

  • You will be managing a portfolio of accounts with some of the most well known high street retailers. 

  • Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them

  • 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 client businesses

  • Be accountable to foster high usage within customers by driving the creation and execution of a thorough action-oriented adoption Plan 

  • Proactively identify and execute expansion opportunities (upsell or product feature adoption) in each account to drive value both for the customer and Nextail

  • Collaboratively drive change management and adoption activities with key Business Decision Makers within our customer organisations, help reduce implementation risk, drive usage, and identify opportunities in your accounts. 

  • Lead account management by generating documents and deliverables required for Customer facing meetings. Fully own monthly senior management calls, quarterly business reviews and annual executive meetings. 

  • Build traction with key and new stakeholders within our customer organisations in order to ensure Nextail is fully relevant and embedded within our customers’ internal ways of working. 

  • Work closely with our Data Science and Customer Insights teams to analyze data across entire customer base to determine key factors that contribute to customers’ success with the platform and build processes to support those behaviours. 

 

Voice of the customer (20%):

  • Track user feedback in a systematic manner, so it is easily searchable, digestible and appropriately shared with relevant internal stakeholders.

  • Help Nextail understand the needs of local customers and the local market if they are different 

  • Be the customer voice/ representative at Nextail 

 

Internal Process Development (10%):

  • Help influence internal Customer Success process development - communication planning, touchpoint management


We offer:

  •  A highly innovative and fast-paced environment. As in any startup, expect to find a team with an interesting mix of business profiles, IT geeks, data scientists, and as a fashion tech startup, a few fashion victims.

  • The satisfaction of building a top team and contributing to the development of cutting-edge artificial intelligence & machine learning technologies that will build the next generation of enterprise software.

  • The opportunity to work with people from diverse backgrounds with extensive experience in technology, retail, consulting and entrepreneurship.

  • Flexibility in remote work and office hours, using some of the most advanced collaborative tools.

  • Periodic company get-togethers to meet the rest of the team.

  • Flexible compensation plan that includes a fixed + variable salary as well as company equity and other benefits.

Requirements

Preferred Experience, Skills And Qualifications:


  • 2-4 years of experience in SaaS Customer Success 

  • Experience managing multiple accounts 

  • Deep understanding of SaaS customer engagement

  • Proven ability to map the customer’s business process to product capability

  • Experience in driving transformation in enterprises through effective change management and adoptionExperience in Retail, primarily fashion, followed by cosmetics and jewelry 

  • Strong interpersonal skills 

  • Experience establishing trusted advisor relationships with C suite level executives and business decision makers

  • Organizational skills and the ability to manage multiple projects simultaneously

  • Cultural awareness and appreciation for diversity

  • Fluency in Spanish and English (+ any other European languages is a plus)