Customer Value Manager (Senior)

Key Responsibilities

• Take full responsibility for account health: promote product adoption, monitor usage and engagement, and address risk indicators before they lead to churn
• Develop and advocate for the value narrative, convert usage data into a strong ROI case for economic decision-makers
• Keep Success Plans current, organizing company resources to ensure delivery
• Conduct regular governance and business review meetings with senior stakeholders
• Plan and implement corrective measures when accounts are off course (such as re-engagement, focused training, or escalation)

• Manage renewal readiness: prepare the impact and value proposition well in advance of each renewal
• Handle contract renewal discussions directly with clients, collaborating closely with the CEO
• Actively spot and advance expansion opportunities with the client
• Oversee risk monitoring and mitigation strategies across the account portfolio

• Facilitate discovery workshops and onboarding for new clients, aligning internal resources as required
• Set post-onboarding success metrics and KPIs to guide ongoing account management
• Guarantee a smooth transition to ongoing success management

• At least 5 years' experience in Customer Success or Account Management within B2B SaaS, including a minimum of 2 years managing strategic accounts with €200K+ ARR at Director, VP, or C-level
• Demonstrated skill in handling challenging discussions with senior stakeholders (such as ROI/value objections, scope disagreements, or escalations)
• Proven record of being responsible for account health and achieving retention, beyond just reporting
• Experience managing accounts where the product is integral to a core operational process, not just a supplementary tool
• Capability to analyze usage and adoption data and craft a persuasive ROI story
• Excellent project management, organizational, and coordination abilities
• Background in onboarding or implementation initiatives
• Fluent in English

Preferred

• Strong preference for fluency in French, German, or Russian due to our account base
• Background in startups or scale-ups
• Understanding of retail, fashion, or supply chain sectors
• Familiarity with HubSpot CRM
• Spanish language skills are a plus

• Take ownership of the complete customer journey and drive impact from start to finish
• Collaborate with global retail and fashion brands
• Enjoy significant ownership and independence
• Participate in a remote-first, team-oriented environment

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 always matter
• Less, and Better, Simplicity drives impact
• Speak Freely, Listen Openly, Honest collaboration