VP, Customer Success

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. You’re passionate about customers and driving operational efficiency while a high-performing and collaborative team culture. 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.

This role is open in San Francisco, New York City, or Remote locations.

Unsure that you check all the boxes? You should still apply! We’ll review your application for other opportunities. We're always on the lookout for talented people and we're committed to developing each employee's career with over 1,800 training classes offered every year.

The impact you’ll make:

• 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.

Skills you’ll bring: 

• 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.

Benefits and perks:

• Competitive salary and equity
• 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
• For additional benefits not mentioned, visit our Careers page

Additional Information:

Minimum salary of $229,000 to maximum salary of $282,450 + bonus or commission (if applicable) + equity + benefits.

Up to 66.67% commission (60/40 split) will be paid quarterly based on achievement of revenue targets.

The range provided is NextRoll’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors 

About NextRoll:

NextRoll is a marketing technology company delivering products ambitious marketers use and rely on to grow their businesses. Powered by machine learning and integrated data platforms, NextRoll’s technology serves tens of thousands of businesses globally through its two business units: RollWorks, an account-based platform for business-to-business marketing and sales teams, AdRoll, a marketing and advertising platform for direct-to-consumer brands. NextRoll is a privately-held, remote friendly company headquartered in San Francisco, CA with additional offices in New York City, Dublin and Sydney. To learn more visit nextroll.com.

We are committed to building diverse teams of “Rollers” and are proud to be an equal opportunity employer. Learn more about our DEI impact via our DEI Annual Report on our Culture page. All applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.  To request reasonable accommodation, contact [email protected].