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Customer Success Manager


NextRoll / San Francisco / Client Services & Strategy
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Job Overview

As a Customer Success Manager, your main focus will be to provide value to our customers by helping them set goals, increase usage, and achieve desired outcomes for their businesses. Reporting to the Manager of Customer Success, you will be responsible for renewing and expanding customer accounts, serving as each customer's main point of contact and collaborating with RollWorks sales and product teams to ensure success. The ideal candidate has a highly developed drive to be successful and doesn't shy away from even the most challenging problems and is relentless in always looking for better solutions for our customers.

This role is open in our San Francisco, New York City, Salt Lake City offices, or Remote.

Proof of COVID-19 vaccination is required to enter a US NextRoll office. Please notify us to request accommodation.

You will be working with an industry-defining team with a clear vision, surrounded by intelligent and friendly people who are passionate about taking on and overcoming challenges together and leading a new category in the ad-tech / mar-tech space. This is an opportunity to have a material business impact on a quickly growing company in a developing and growing space.space and supporting the marketing and sales personas.

Not sure that you might not be perfect for this role? 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:

  • Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionality.
  • Be our product expert for the customers, acquire in-depth knowledge of RollWorks’ product suite and communicate new product features to our customers.
  • Monitor and achieve team goals by analyzing the progress and challenges across your book of customers so you can make strategic decisions for improvement.
  • Collaborate with internal team members across RollWorks to provide technical and product support to guide your customers and resolve their challenges.
  • Share customer feedback with our product team and collaborate with them to have a direct impact on the product’s evolution.
  • Identify and pursue expansion opportunities in order to meet/exceed media and SaaS quota goal attainment on you book of owned accounts.
  • Responsible for forecasting, analyzing, and increasing media spend. You will use customer data to create strategies that improve campaign performance and RollWorks business-level impact with a quota goal of growing your customers’ media spend, quarter-over-quarter.

Skills you’ll bring:

  • Minimum of 3-5 years customer success experience in a MarTech or SaaS company
  • Outstanding organization skills with the ability to switch between detailed execution, communication with all involved parties, and prioritization based on added customer value
  • Ownership mindset demonstrating drive, initiative, energy and a sense of urgency
  • Ability to uncover business critical challenges and how they align to customer’s goals
  • Strong performance history in agile and collaborative customer success environments
  • Proven track record of strong performance in achieving a quarterly managed business quota, driving and managing sales through expansion upsell quota, hosting quarterly business reviews, and comfortable with renewal processes
  • Strong understanding of the ad-tech and B2B mar-tech space
  • Highly motivated, self-directed team player.
  • Unquestioned ethics and clarity around doing the right thing for our customers, for your co-workers, and for the company

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

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NextRoll Overview

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 three business units: RollWorks, an account-based platform for business-to-business marketing and sales teams, AdRoll, a growth marketing platform for direct-to-consumer marketers, and NextRoll Platform Services, a platform-as-a-service for consumer and merchant marketplaces. NextRoll is a privately-held company headquartered in San Francisco, CA.

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