Strategic Customer Success Manager

| San Francisco | Hybrid
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RollWorks, the B2B division of NextRoll, Inc., is seeking a Strategic Customer Success Account Manager for our growing team. In this role, you will be instrumental in providing value to our ABM customers, and therefore integral to growing our business. In this role you will be part of the “engine of RollWorks”, a small but skilled team managing the relationships and strategies of RollWork’s largest and most strategic customers, which comprises a substantial portion of the business unit’s overall revenue in a company that is both growing quickly and is profitable.

  • You are a crucial driver of success for our most tactically complex customers. You will acquire deep product knowledge and apply your customer facing skills to make an impact on product adoption, expansion, and retention for a very valuable customer base. 
  • You will act as one of the primary customer contacts (along with your partner Strategic Account Manager) with a focus on driving product adoption and implementation, customer training of the platform and adoption of best practices, campaign management, as well as delivering value realization through reporting and analysis. 
  • You will liaise with different internal support teams like Product Success, Customer Insights Analysts, Product Managers, Enablement, and Ad Ops, to triage best practices to translate into consultative input to the customer, so that they are successful on our platform and with their account based strategies overall. 
  • You are ideally someone who is comfortable in a “start-up environment” where change is not only expected but embraced for the opportunities it represents. You will use your ability to stay agile without losing sight of key objectives. You will be at the center and forefront of a rapidly evolving MarTech ecosystem and the expertise you develop in this role will pay dividends for your career.

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

Our work environment is one where ambition thrives and so will you. We help every employee discover their full potential by giving them opportunities to expand their skill set and develop their career at NextRoll. Don't think you have all the skills required for this role? That's okay, we're committed to helping all of our employees learn and grow.

The impact you’ll make: 

  • You will be fluent in all aspects of our account-based platform from backend algorithms to dashboard displays, and all products
  • You will oversee, execute, (and sometimes troubleshoot) campaign launches, campaign pacing, and performance to customer objectives
  • You will oversee standardized reporting, and some ad hoc custom reporting requests from customers
  • You will oversee training of customers on the platform to empower them to leverage our technology themselves and scale usage of it within your customer’s organization
  • Partner collaboratively with the Strategic Account Management team, you will grow customer relationships through the lens of platform expertise measured by quota achievement 
  • You will work closely with Product Management and Engineering teams to understand current capabilities and near-term roadmaps

Skills you’ll bring: 

  • 2-5 years of Customer Success or AdOps experience, preferably in the adtech or account-based marketing industry
  • Experience managing dozens of tasks simultaneously and comfortable with self-managed prioritization
  • Adaptive to change and the ability to learn quickly
  • Ability to coordinate and organize several internal and external stakeholders to move fast and get things done

Ideal Personal Attributes:

  • Highly organized on different levels - from structuring client calls / meetings / follow up, to maximizing your week, to planning your quarter
  • Business acumen - ability to research companies and industries to understand and relate to customers, translate this into meaningful conversation
  • Strong work ethic
  • Great active listener - converting understanding into recommendations
  • Receptive to feedback and willingness and ability to adapt to internal changes
  • Passion for online technology and the startup environment

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)
  • Competitive salary, equity, and fully covered medical
  • 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 RollWorks:

RollWorks, a division of NextRoll, offers ambitious B2B companies an account-based platform to align their marketing and sales teams and confidently grow revenue. Powered by proprietary data and machine learning, RollWorks’ solutions address the needs of organizations large and small—from those with best-in-class ABM programs to those just beginning their exploration. By empowering teams to identify their target accounts and key buyers, reach those accounts across multiple channels, and measure program effectiveness in their system-of-record, RollWorks is an indispensable platform for marketers and sellers who believe that an account-based approach is just good business. Take the lead and visit www.rollworks.com.

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
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    • PythonLanguages
    • RLanguages
    • RustLanguages
    • SqlLanguages
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    • Backbone.jsFrameworks
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    • HadoopFrameworks
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    • SparkFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • MySQLDatabases
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    • TeradataDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google AnalyticsAnalytics
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    • IllustratorDesign
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    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • StatamicCMS
    • SalesforceCRM
    • AdRollEmail
    • MarketoLead Gen

Location

San Francisco is our hometown, and we have a large population of Rollers in the Bay Area. We offer access to shared workspaces for Rollers in the City and region who want to meet in person and collaborate face-to-face. This is optional for most Rollers, as we embrace a remote-first mindset.

An Insider's view of NextRoll

laura-fowler

How would you describe the company’s work-life balance?

I highly recommend our company to family, best friends, and anyone looking for a place where a healthy culture is as important as a balance sheet. Our company offers many supplemental programs to help employees maintain work-life balance and improve their mental and physical health.
laura-fowler

Laura

New Business Account Executive
kushan-patel

What's the biggest problem your team is solving?

As NextRoll is on a journey from previously being a media-only business to a full SaaS-based marketing platform for B2B and B2C customers, we’ve embarked on opportunities to take our data science and machine learning teams' talents and apply them to brand new areas in the MarTech space.
kushan-patel

Kushan

VP of Product
pleasant-middelhof

How does the company support your career growth?

From providing programs that bring joy to the employees to promoting ongoing education reimbursement, as an employee, you can tap into many ways to be even more successful professionally and personally. We hire incredible people who bring unique talents to the organization, and NextRoll intentionally invests in ways to help everyone grow.
pleasant-middelhof

Pleasant

Sr. Manager, New Business Sales (Strategic)
vibhor-kapoor

How do you empower your team to be more creative?

We can all get caught in the “what” and “when” and spend little time on the “why.” Flag planting can be very powerful and helps teams do their best. Leadership is a lot about outlining the “why,” bringing the inspiration to be on the journey and coaching along the way. Building trust with one team mindset is also key.
vibhor-kapoor

Vibhor

President of AdRoll

What is your vision for the company?

As we embark on the journey ahead, our incredible culture will be front and center for me. I'm committed to listening, learning, and tapping into the collective brilliance of our Rollers so that together, we can write the next chapters of our NextRoll story.

Roli

Chief Executive Officer

What are NextRoll Perks + Benefits

NextRoll Benefits Overview

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

Culture
Volunteer in local community
NextRoll Gives Back connects our employees with opportunities to volunteer their time–advancing education, professional development, and community support.
Partners with nonprofits
San Francisco Education Fund, June Jordan School for Equity, SF Marin Food Bank
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
We have an autonomous culture where you'll work with your manager to adjust your schedule as needed.
Remote work program
It is up to our employees if they'd like to work in-office, flex (combination of in-office and WFH), or fully remote. Learn more here: https://rollwhereyouthrive.com/
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
We want every Roller to feel that NextRoll is a place where they belong. So employees across the company have formed a variety of employee resource groups. All ERGs welcome allies.
Hiring practices that promote diversity
Check out our feature with BuiltIn about how we reduce bias in our interview process. https://www.builtinsf.com/2020/07/17/reduce-hiring-bias
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
NextRoll covers 100% of premiums for all employees
Vision insurance
NextRoll covers 100% of premiums for all employees
Health insurance
NextRoll covers 100% of premiums for all employees
Life insurance
Wellness programs
RollWell is focused on the well-being of our teams and provides unique programming that includes live-led meditation sessions, workout classes, and accounts with Class Pass, Calm, and Modern Health.
Team workouts
NextRoll's team fitness initiatives include In-office yoga, In-office fitness classes, Sponsored race teams.
Mental health benefits
Free Calm App, wellness and mindfulness talks from David Perls (https://www.sfstress.com/about-david-perls)
Financial & Retirement
401(K)
401(K) matching
Company equity
NextRoll wants all of our Rollers to have a piece in our company's success and offer stock options that vest over a 4 year period, with a 1 year cliff.
Employee stock purchase plan
Performance bonus
We offer a structured performance bonus plan for many of our roles. Bonuses are paid out on a monthly, quarterly, or annual basis (role dependent).
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
NextRoll offers 12 weeks of paid family leave
Vacation & Time Off Benefits
Generous PTO
NextRoll offers 20 days (4 weeks) of PTO per year
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Free snacks and drinks
Some meals provided
In-office employees get snacks and periodic in-office lunches. Remote employees get a monthly Crafty snack box mailed to their home.
Company-sponsored happy hours
Onsite office parking
An on site lot is available for parking by daily reservation
Pet friendly
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
NextRoll has our own Learning and Development team that creates training programs to help our Rollers further their skills.
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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