Strategic Customer Success Manager at NextRoll

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RollWorks, the B2B division of NextRoll, Inc., is seeking a Senior Strategic Customer Success Manager for our growing team. In this role, you will be instrumental in providing value to our 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.

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.

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 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 enablement 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. 
Skills you’ll bring: 
  • 5-7 years of Customer Success or AdOps experience, preferably in the adtech or account-based marketing industry
  • SaaS Sales or Renewal process strongly preferred, Media knowledge preferred.
  • Experience managing dozens of tasks simultaneously and comfortable with self-managed prioritization
  • Ability to coordinate and organize several internal and external stakeholders to move fast and get things done
  • Highly organized on different levels - from structuring customer 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
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.

#BI-Remote #LI-Remote

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • MySQLDatabases
    • RedisDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • StatamicCMS
    • SalesforceCRM
    • AdRollEmail
    • MarketoLead Gen

Location

Nestled next to the heart of the Mission and near Potrero Hill, we're within walking distance to some of the best food and drink spots in the city. Our SF Headquarters is also within walking distance to several public transportation options, including BART and Muni.

An Insider's view of NextRoll

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

I love the flexibility of working at NextRoll. It allows me to work with wonderful people while providing an outlet to live a life outside of work.

The relationships I have formed both professionally and personally have enhanced my growth. I haven’t experienced this balance at a company in a long time.

Stephanie

Sr. Customer Success Manager

What's the biggest problem your team is solving?

As our AdRoll product keeps evolving with new solutions and features, our customer self-service evolves with it. My team ensures that we are able to deliver support at scale by making our help content readily available when customers need it most. This means our product guides, help articles, video tutorials, etc. are always within reach.

Dennis

Sr Knowledge Base Manager

How does the company support your career growth?

I’ve always felt empowered by NextRoll’s leadership to think strategically and help prepare us for future success. NextRoll makes it easy to reach out to colleagues across different departments, and every single employee I’ve had the honor to work with has been transparent and supportive to get things done.

Lysann

Director, Brand Safety & Policy

How do you empower your team to be more creative?

NextRoll as a company embraces the flexibility a Hybrid Work Model provides Rollers. In Engineering, we don’t require anyone to be at a desk. It’s okay if we don’t see you all of the time because we base success on output and productivity. We let Rollers have control over how to best manage their schedule.

Patrick

EVP of Engineering

What makes someone successful on your team?

In Sales, you have to create an environment that is fair, where every person on your team has a chance to be successful. Some key ways to do this are by creating a clear and realistic compensation plan, creating a culture of collaboration where individuals don't feel isolated, and providing your team with the right tools to do their role.

Darragh

SVP of Sales for RollWorks

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
Friends outside of work
Intracompany committees
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.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
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 Benefits
NextRoll covers 100% of premiums for all employees
Vision Benefits
NextRoll covers 100% of premiums for all employees
Health Insurance Benefits
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)
Retirement & Stock Options Benefits
401(K)
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).
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
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/
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 Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
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.
Parking
An on site lot is available for parking by daily reservation
Pet Friendly
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.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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