Customer Success Team Lead
AdRoll is looking for a passionate Customer Success Team Lead to manage a high performing team of Customer Onboarding Specialists (COS) within our NAMER Growth Pod. This team is responsible for a critical aspect of our onboarding process, revenue growth and retention. Ideal candidate has experience onboarding and managing customers, while also mentoring peers.
As the Manager I Customer Onboarding Growth, you will report to our Global Manager, Customer Success - Onboarding. We are looking for someone who is coachable, has project-management style organization and illustrates adaptability in their approach to upleveling our COS’s.
This role is open in our San Francisco, New York, 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.
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:
- Lead a team of Customer Onboarding Specialists within the Growth segment, who will manage accounts to drive an increase in retention, expand product use, and educate customers within the first 60 day onboarding lifecycle.
- Increase customer engagement and retention across AdRoll's product platform for both software and media.
- Identify and implement processes that focus on growing product adoption and customer usage of our platform QoQ.
- Partner with Product and Marketing to provide insights and strategic recommendations to Executive Leadership teams regarding the CS Org.
- Collaborate and partner with Account Management leadership and Sales leadership to ensure accounts and teams are resourced to maximize positive impact to the business.
- Partner with our cross functional teams to deliver appropriate support to our customers to aid our business goals.
- Work to maintain a strong performance culture and foster a great team spirit that upholds NextRoll’s values.
- Coach, mentor and develop individual team members to maximize their strengths.
- Hire additional COS’s as the team grows.
- Develop an extensive working knowledge of the AdRoll Platform, services, methodologies and marketing strategies for a broad range of use cases and customer goals.
Skills you’ll bring:
- 5-7+ years relevant work experience with 0-2 years leading/managing a team
- Project management, ad operations, campaign manager, sales, client services and/or customer success
- Strong mentoring, coaching, and people management skills
- Understands how to effectively prioritize initiatives and delegate work, but also comfortable rolling up your sleeves to get things done.
- Knowledge of the digital advertising landscape and experience with managing and growing a portfolio of new customers
- Demonstrated track record of excellent organization, strong problem-solving skills, and a data-driven strategic mindset
- Strong communicator and highly analytical working with multiple stakeholders
- Adaptable, receptive to feedback and eager to learn new things
- Team-player with a collaborative approach to work
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
About AdRoll:
AdRoll, a division of NextRoll, is a leading marketing automation platform that gives growing ecommerce brands the power to connect with people everywhere they go online.The AdRoll Platform is fueled by our pioneering use of machine learning to analyze real-time performance advertising data – and that early work is why more than 120k brands have relied on us since 2007. We believe in giving every ecommerce marketer across fashion, beauty, health & wellness, travel, and more, the marketing automation – aka superpowers – they need to connect with customers and grow their business.
We are committed to building diverse teams of “Rollers” and are proud to be an equal opportunity employer. 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. Please notify us to request accommodation.