Head Of Customer Success

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 315,000 neighborhoods across 11 countries.

Businesses that partner with Nextdoor come in all shapes and sizes and represent a variety of needs when connecting to their neighborhoods. Our aim is to build Nextdoor advertising solutions that uniquely address the needs of each advertiser segment.

SMB advertisers are an essential component of a successful multi-billion dollar, locally driven advertising business. With that in mind, a seasoned Head of Customer Success will be key to their continued success on the platform. Your knowledge of online media combined with your excellent communication skills and deep understanding of the unique needs of local businesses will shape how our SMB advertisers succeed and grow on our platform.

You anticipate how decisions are made, persistently explore and uncover the business needs of Nextdoor's SMB clients, and understand how our range of product offerings can unlock growth for their business. Working with these clients, you set the vision and the strategy for how their advertising can reach their most essential customers; their Neighbors. You will be integral to our evolving go-to-market and product development approach, regularly infusing customer insights into our planning process and ensuring our SMB advertisers are well-represented in both product and partnerships.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment experience, providing a flexible experience for our valued employees.

If you want to tackle an open-ended challenge, master a broad range of skills and tools, and help grow a world-class advertising measurement and analytics practice from the ground up, this is the place for you. In this role.

Strategic Partnership Management:

• Source and establish a strategic partnership with an ads-specific Customer Success firm to enhance support for our scaled customer base
• Collaborate with the partner firm to define and implement Customer Success strategies tailored to the unique needs of our SMB Ads Platform customers

Team Leadership:

• Manage and lead a team of two internal Individual Contributors (ICs) responsible for onboarding SMB customers onto the Nextdoor platform and managing their long term performance and success
• Provide coaching, guidance, and performance feedback to the team to ensure continuous improvement and the achievement of key performance metrics and OKRs

Customer Onboarding:

• Oversee the onboarding process for SMB customers, ensuring a seamless and positive experience as they integrate with Nextdoor's Ads Platform (NAM)
• Develop and optimize onboarding workflows, documentation, and training materials to enhance efficiency and customer satisfaction

Customer Advocacy:

• Foster strong relationships with customers and serve as their advocate within the organization across both Product and Revenue teams
• Proactively address customer concerns, gather feedback, and collaborate with internal teams to drive product improvements based on customer insights

Data Analysis and Reporting::

• Utilize data to monitor and analyze Customer Success metrics, identifying areas for improvement and implementing strategic adjustments
• Provide regular reports to leadership on Customer Success KPIs, highlighting successes and areas for improvement

• 8+ years of experience in digital advertising, ideally supporting a scaled self-serve ad platform with expert-level knowledge of campaign optimization, programmatic ad buying, and auction marketplace dynamics
• Proven track record of successfully managing Customer Success teams and driving customer satisfaction
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with internal and external stakeholders
• Analytical mindset with proficiency in data-driven decision-making
• Demonstrated ability to thrive in a fast-paced and dynamic work environment
• Passionate about advertising technology and have a solid working knowledge of one/or more media platforms, for example Google Ad Manager, Google Display & Video 360, Facebook Business Manager, Spotify Ad Studio, X Ads, TikTok Ads Manager, etc
• Comfortable handling escalations from the team and internally championing customer needs with product and revenue teams. Comfort and ease in communicating effectively with senior management
• Experience working with SMB and developing strategies to scale services and support
• 5+ years managing global, multi-location outsourced vendor services
• Strong experience with UX products and thought leadership to design and execute delightful support experiences

• You are passionate about supporting local business and fostering the overall productivity of communities.

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $115,000 to $200,000 on an annualized basis. Compensation may also vary by geography.

Importantly, the compensation for this role also includes a variable incentive component, which will vary depending on your achievement of sales-related goals and objectives.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

For information about our collection and use of applicants' personal information, please see Nextdoor's Personnel Privacy Notice, found here.