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SMB Customer Success Manager
2 months ago
We're seeking a highly skilled SMB Customer Success Manager to join our team at NextRoll. As a key member of our customer success organization, you will be responsible for driving product adoption and contract utilization, change management, best practices, strategy, and alignment on value measurement and reporting methodology.
Key Responsibilities- Act as the primary customer contact, focusing on driving product adoption and contract utilization.
- Partner with renewals management to develop renewal plans for customers and secure renewals and growth.
- Become an industry, market, and platform/product expert by learning the RollWorks platform, how it works, best ways to structure ABM programs and campaigns, and how we fit and play in the market.
- Liaise with Product, Solutions Engineering, Customer Insights Analytics, Enablement, and Ad Ops as the voice of the customer, advocating to and partnering with these teams to drive strong product development, use cases, campaign management, and reporting.
- Stay agile in a rapidly evolving MarTech ecosystem and develop expertise that will pay dividends for your career.
- 3-5 years of experience in a Customer Success or Customer-facing role in Software or Martech; B2B and experience working with a book of 40-60 customers preferred.
- Experience training and enabling multiple customer personas on software, value reporting, and simplifying complex or technical concepts in communication.
- Ability to coordinate, influence, and organize several internal and external stakeholders in a fluid, efficient, and effective manner.
- Highly organized and motivated on a multitude of levels - structuring customer calls/meetings/milestones/follow-ups, creating long-term account plans, and balancing internal needs and improvements.
- Extreme agility, seeing challenges as opportunities and moving steadfast in a rapid-changing environment, contributing to continuous improvement for our customers, peers, and cross-functional teams.
- 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.
