VP, Customer Success

Summary

Join NextRoll as their VP, Customer Success, reporting to the Chief Revenue Officer. Lead the Customer Success, Onboarding, and Professional Services teams, focusing on delivering exceptional customer experiences, driving satisfaction and retention, and maximizing product value. Responsibilities include strategic efficiency optimization, customer retention and expansion, cross-functional collaboration, team leadership and development, data-driven decision-making, and continuous innovation. The role is based in San Francisco, New York City, or remotely. NextRoll offers a competitive salary and benefits package, including comprehensive health insurance, paid time off, family leave, and professional development opportunities.

Requirements

• 10+ years in Customer Success, Account Management, or related field within a B2B or B2C SaaS environment, with at least 5 years in a leadership role
• Demonstrated success in improving customer retention and driving revenue through customer expansion
• Proficiency in utilizing customer success metrics and analytics to inform strategies, track success, and optimize performance
• Experience with varied organizational structures including in-house and out-sourced talent solutions
• Identify and implement processes and talent planning to streamline customer success operations, reduce costs, and improve team productivity
• Establish scalable workflows and operational standards to enhance the customer experience while optimizing resource allocation
• Strong advocacy for customers with a proven ability to empathize, actively listen, and implement solutions that meet their needs
• Adaptability to ambiguity and change
• Ability to communicate effectively across all levels of the organization, from frontline employees to executive stakeholders
• Bachelor’s degree required

Responsibilities

• Identify and implement opportunities to streamline operations, especially in post-sales processes by balancing in-house and outsourced solutions
• Design and oversee programs to improve retention rates, reduce churn, and drive revenue growth through upselling, cross-selling, and customer expansion strategies
• Work as a strategic thought partner to revenue leadership, with insights into driving efficiency across revenue-generating functions
• Collaborate with Product, Sales, Marketing, and Engineering teams to ensure a cohesive approach to customer engagement, feedback, and product improvement
• Act as the voice of the customer, driving product enhancements that align with customer needs
• Build and mentor a high-performing customer success team, fostering a culture of collaboration, innovation, and customer-centricity
• Establish best practices in onboarding, training, and professional development to empower team members to exceed their goals
• Leverage data and customer insights to make informed decisions, improve processes, and create targeted strategies for success
• Use KPIs and metrics to track team performance, customer health, and satisfaction across all customer segments
• Foster a continuous improvement mindset across the Customer Success organization
• Stay informed on industry trends, emerging technologies, and best practices in customer success

Preferred Qualifications

MBA or relevant advanced degree

Benefits

• 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