AdRoll, a division of NextRoll · 1 day ago
VP, Customer Success
United States
Full-time
Remote
Director/Executive
$229K/yr - $282K/yr
10+ years exp
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Responsibilities
Identify and implement opportunities to streamline operations, especially in post-sales processes by balancing in-house and outsourced solutions.
Design and oversee programs to improve retention rates, reduce churn, and drive revenue growth through upselling, cross-selling, and customer expansion strategies.
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.
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.
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.
Foster a continuous improvement mindset across the Customer Success organization.
Stay informed on industry trends, emerging technologies, and best practices in customer success.
Qualification
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Required
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.
Demonstrated success in improving customer retention and driving revenue through customer expansion.
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.
Identify and implement processes and talent planning to streamline customer success operations, reduce costs, and improve team productivity.
Strong advocacy for customers with a proven ability to empathize, actively listen, and implement solutions that meet their needs.
Adaptability to ambiguity and change.
Ability to communicate effectively across all levels of the organization, from frontline employees to executive stakeholders.
Bachelor’s degree required.
Preferred
MBA or relevant advanced degree preferred.
Benefits
100% employee coverage for medical, dental and vision premiums
Short and long term disability benefits at no cost to the employee
Basic life and AD&D insurance at no cost to the employee
401K Plan (Pre-tax and Roth)
4 weeks of paid time off and work/life balance
Up to 12 weeks of paid family leave (care for a family member, bond with a new child, etc.)
Up to 6 weeks of paid disability leave (up to 12 weeks for pregnancy disability leave)
Join a community of fellow Rollers as a member of one of our Employee Resource Groups
Ample opportunities to volunteer with local organizations with NextRoll Gives Back
Company
AdRoll, a division of NextRoll
AdRoll is a marketing and advertising platform that helps brands grow revenue and save time on one streamlined platform.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Greg Biggers
VP Product
Patrick Mee
Executive Vice President of Engineering
Recent News
2024-05-20
Adweek
2024-04-09
Company data provided by crunchbase
