VP of Customer Success, NextRoll
$229-282.4k
+Bonus or commission (if applicable) + Equity; Up to 66.67% commission (60/40 split) will be paid quarterly based on achievement of revenue targets
Data-driven marketing technology
Posted today
Data-driven marketing technology
501-1000 employees
Posted today
$229-282.4k
+Bonus or commission (if applicable) + Equity; Up to 66.67% commission (60/40 split) will be paid quarterly based on achievement of revenue targets
501-1000 employees
Company mission
To level the playing field for businesses of all sizes by creating a reliable and understandable platform.
Role
Who you are
- You’re passionate about customers and driving operational efficiency while a high-performing and collaborative team culture
- Experience: 10+ years in Customer Success, Account Management, or related field within a B2B or B2C SaaS environment, with at least 5 years in a leadership role
- Results-Oriented: Demonstrated success in improving customer retention and driving revenue through customer expansion
- Data-Oriented: Proficiency in utilizing customer success metrics and analytics to inform strategies, track success, and optimize performance
- Experience with varied organizational structures including in-house and out-sourced talent solutions
- Operations Optimization: Identify and implement processes and talent planning to streamline customer success operations, reduce costs, and improve team productivity. Establish scalable workflows and operational standards to enhance the customer experience while optimizing resource allocation
- Customer-Centric: Strong advocacy for customers with a proven ability to empathize, actively listen, and implement solutions that meet their needs
- Adaptability to ambiguity and change
- Excellent Communication Skills: Ability to communicate effectively across all levels of the organization, from frontline employees to executive stakeholders
- Educational Background: Bachelor’s degree required; MBA or relevant advanced degree preferred
What the job involves
- As NextRoll's VP, Customer Success you'll join our Revenue organization reporting to our Chief Revenue Officer, leading our Customer Success, Onboarding and Professional Services Teams
- As the VP of Customer Success you’re responsible for delivering an exceptional customer experience, driving customer satisfaction and retention, and maximizing the value of our products and services, driving growth, retention, and operational efficiency for our two products - AdRoll and RollWorks
- You’ll work cross-functionally to align customer success strategies with our business objectives, manage a high-performing team, and enable the retention and expansion of our managed customers and self-serve operations
- Strategic Efficiency and Optimization: You’ll identify and implement opportunities to streamline operations, especially in post-sales processes by balancing in-house and outsourced solutions
- Customer Retention and Expansion: Design and oversee programs to improve retention rates, reduce churn, and drive revenue growth through upselling, cross-selling, and customer expansion strategies
- Collaborative and Cross-Functional Strategic Alignment: You’ll work as a strategic thought partner to revenue leadership, with insights into driving efficiency across revenue-generating functions. Collaborate with Product, Sales, Marketing, and Engineering teams to ensure a cohesive approach to customer engagement, feedback, and product improvement. Act as the voice of the customer, driving product enhancements that align with customer needs
- Leadership & Team Development: Build and mentor a high-performing customer success team, fostering a culture of collaboration, innovation, and customer-centricity. Establish best practices in onboarding, training, and professional development to empower team members to exceed their goals
- Data-Driven Decision Making: Leverage data and customer insights to make informed decisions, improve processes, and create targeted strategies for success. Use KPIs and metrics to track team performance, customer health, and satisfaction across all customer segments
- Pursuit of Excellence with Continuous Innovation: Foster a continuous improvement mindset across the Customer Success organization. Stay informed on industry trends, emerging technologies, and best practices in customer success
Our take
NextRoll is a marketing technology company consisting of two business units, AdRoll and RollWorks. Aiming to provide a reliable and easy-to-use platform, it allows both B2C and B2B companies to manage their marketing and advertising campaigns within a single software suite.
NextRoll isn't alone in the MarTech space and is facing intense competition from major players such as Klaviyo, Criteo and Google's marketing platform. That said, the company is more than holding its own, picking up high profile customers such as Oracle and Personify and winning a number of industry recognitions.
One reason for this is its access to an unparalleled amount of data, which its machine learning algorithms use to produce over 150 billion buyer predictions daily. This gives it a major edge over the competition, and its strong position has attracted a high degree of investment. This will enable it to maintain its momentum as it continues to develop and grow.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
Company
Funding (last 2 of 3 rounds)
Apr 2014
$70m
SERIES C
Jul 2012
$15m
SERIES B
Total funding: $89m
Company benefits
- Healthcare
- Paid Time Off
- Up To 12 Weeks Paid Parental Leave
- Wellness Programs
- Comprehensive Learning & Development Program
- Home Office Setup Support as Needed
Company values
- Growth - We hire great people and help one another grow
- Loyalty - We do right by our customers and community
- Innovation - We build innovative products that work for a lot of people
- Resourcefulness - We do more with less
- Fun - We take work seriously, not ourselves
- Transparency - We are open and authentic
Company HQ
Mission District, San Francisco, CA
Articles
Leadership
Roli Saxena
(CEO, not founder)Former Chief Customer Officer for Brex and VP of Revenue, Support, Partnerships and Strategy at Clever Inc. Before that, they were Head of North America Sales at LinkedIn.
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