About the Role:

As our Vice President of Customer Success, you are a proven software executive with a track record of building strong customer success, loyalty, and satisfaction programs for SaaS businesses that delight customers, improve brand loyalty and can scale within a rapidly growing business. You can recruit, manage, lead and motivate both technical and non-technical professionals and know how to get things done by collaborating with other teams. You ensure our customers realize maximum value across their lifecycle, resulting in their renewal, growth of lifetime value and customer satisfaction.

Responsibilities:

  • Build, lead and scale a world-class Customer Success organization
  • Attract, develop and retain experienced leaders and high potential employees
  • Develop effective customer success programs to ensure successful on-boarding, adoption, retention, renewal and expansion for our customers.
  • Define and drive the ideal customer experience in close partnership with senior leadership and cross functional collaboration across departments
  • Build a proactive, ROI-focused organization driving high renewal rates and low churn while influencing cross-sell and up-sell
  • Increase overall customer lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through strong customer advocacy
  • Partner with Revenue Operations to create and build Customer Success systems and processes as well as tracking/reporting metrics for the exec team, company and board.
  • Measure and manage effectiveness by defining operational metrics
  • Inspire and drive a company-wide culture of Customer Success
  • Create a strong culture that fosters customer advocacy for advertising and marketing automation

Required Skills:

  • 5+ years of experience in Customer Success Leadership at a SaaS company (Required)
  • MBA or Equivalent experience required

Core Competencies:

  • Experienced: Experience running Success programs for both subscription based on Premise & Cloud software businesses as well as a traditional maintenance renewal business with total revenues exceeding $50M ARR
  • Performer: Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction and drive the bottom line in a fast growing, dynamic and global company.
  • Detail oriented: Proven ability to prioritize projects and initiatives to align to corporate and divisional programs
  • Excellent Communicator: Ability to develop and maintain productive relationships across organizations to ensure that business initiatives are achieved
  • A True Team Player: Is a proven recruiter with a proven ability of attracting as well as nurturing great talent into the Customer Success Team and AdRoll
  • Leader: Is an experienced leader that has experience identifying and developing managers from within the team as well as developing challenging career paths for more junior roles within the team as well as the developing talent for progression in the rest of the company.

Compensation:

  • Competitive salary and equity
  • Medical / Dental / Vision benefits
  • Paid time off and generous holiday schedule
  • The opportunity to win the coveted Golden Bagel award

About AdRoll:

AdRoll, a division of NextRoll, offers ambitious DTC brands the AdRoll Growth Platform to create connected, personalized digital advertising, email marketing, and onsite experiences that work together to accelerate business growth. Powered by proprietary data and machine learning, AdRoll customers can launch, coordinate, and measure cross-channel marketing campaigns with ease. To learn more visit www.adroll.com.

AdRoll is committed to creating diverse teams of “Rollers” and is proud to be an equal opportunity employer. All qualified 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.

 

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