Adzerk is hiring a VP of Customer Success to join our team! The ideal candidate will have experience running a customer success team at a SaaS company, preferably with enterprise customers.

At Adzerk one of our core values is to Delight our Customers. We know that only through that core value can we reach our growth goals and build a sustainable business. In this role you would manage the customer success organization which handles the onboarding of new customers, supporting existing customers, and managing the upgrade process for customers.

Some travel expected (you know, at some point in the future when we can all travel again).

Position Location: Durham, San Francisco

Goals

Proactively Drive Customer Satisfaction and Limit Customer Churn

  • Identify logical customer cohorts
  • Develop playbooks and communication strategy to proactively address at risk customers
  • Identify and find ways to drive high-value feature adoption
  • Communicate with leadership team and R&D customer pain points

Build the Customer Success Organization

  • Hire amazing account managers across the globe.
  • Hire amazing support specialists and support engineers across the globe.
  • Manage a distributed team across multiple time zones and in multiple countries.

Drive Understanding of our Customers

  • Deeply understand our customers’ platform use cases
  • Deeply understand our customers’ businesses and what drives success for them.
  • Relentlessly advocate for the customer inside the company

Drive Expansion with Current Customers

  • Work with account managers to help current customers grow on our platform.
  • Develop processes that help our customers get the most from our platform.

Forecast Upgrade, Renewal, and Churn Rates

  • Work with CFO to accurately forecast upgrade, renewal and churn rates.
  • Choose and implement software needed to accomplish this goal.

Be an Integral Part of the Leadership Team

  • Work cross functionally with each department head to help set the strategic vision of Adzerk
  • Work with the leadership team to set, track and refine monthly, quarterly and annual goals

About Adzerk

Adzerk has been helping brands innovate ad serving since 2009. We are the market leader in ad serving APIs and handle 3 billion+ API requests a day. We're trusted by innovative brands like Yelp, Mozilla, Ticketmaster, WeTransfer, Strava, and Bed Bath & Beyond.

Adzerk is based in Durham, NC with locations in San Francisco and London. We embrace remote working culture with over half of our team working outside of Durham, spread across the United States and United Kingdom. Adzerk is proud to be an inclusive workplace with one goal in common — we want to make the internet a better place. 

Adzerk provides world class benefits to our employees including 100% company paid health, vision, and dental for our employees and their families. We have paid maternity and paternity leave, 401k, and unlimited vacation. We embrace transparency and encourage you to read more about what we value through our Company Constitution and Employee Bill of Rights, our About Adzerk page, and Careers Page.

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