VP Customer Success

Rokt is the global leader in ecommerce technology, helping companies seize the full potential of every transaction moment to grow revenue and acquire new customers at scale. AMC Theatres, PayPal, Uber, Hulu, Staples, Lands’ End, and HelloFresh are among the more than 2,500 leading global businesses and advertisers that use Rokt's solutions to drive more value through every transaction by offering highly relevant messages to their customers at the moment they are most likely to convert.

With our December 2022 secondary transaction, Rokt’s valuation increased to $2.4 Billion. We are expanding rapidly and globally – operating in 14 countries across North America, Europe and the Asia-Pacific region with the largest office in NYC and a major R&D hub in Sydney. With 50% annual growth and a vibrant company culture, Rokt has been listed in ‘Great Places to Work’ in the US and Australia. Our award-winning culture is guided by our eight core values: smart with humility, own the outcomes, force for good, conquer new frontiers, enjoy the ride, raise the bar, communicate with impact, and disagree then commit. These values help us attract, engage, and develop the right talent around the globe and ensure we foster an environment that helps us all do our best work. Keen to join a fast-growing company and a vibrant culture? Learn more at rokt.com.

Requirements

About this role

The VP of Customer Success is a critical role within the Rokt Customer Success Team. This individual will be responsible for contributing to the growth and successful execution of the account management team with key clients on the Rokt platform.

The right candidate will have experience in cultivating relationships with the key executive decision-makers and influencers that have resulted in the delivery of sustainable short to long-term revenue growth through expanding existing relationships and creating new ones throughout these organizations.

We are looking for strategic and creative contributors who understand that a customer-centric approach is key in growing successful relationships. The VP of Customer Success will contribute to the company's accelerated growth by managing and growing key client relationships through platform and product expertise, data-informed measurement and growth strategies, and a solutions-driven approach. The right candidate will understand how to successfully drive revenue through strategic negotiations and optimizations, with a heavy focus on consultative sales and client service.

This role will manage a team to drive best practice account management to all clients. They will also combine their management experience with the Rokt Values to become an effective leader within the Rokt organization. The ideal candidate has a digital marketing mentality to map and understand an account and what drives value for the client. The individual should be an execution-focused team player that displays maturity, commands trust and inspires confidence; with excellent people and technical skills and the ability to thrive in a dynamic, competitive environment where multi-tasking is the norm. This leader will have experience successfully scaling and leading an account team across multiple territories and segments within the digital space, while working strategically with Product, Operations, and Marketing to accelerate growth. This person will also bring with them experience of working with top brands and strong relationships within various industries and will be able to offer our customers vertical expertise and consultation to help them grow their partnership with Rokt.

This role will report to the SVP, Customer Success.

Responsibilities

• Own and execute the strategy as a team leader on Rokt’s Customer Success team, including revenue delivery and growth goals globally.
• Define go-to-market strategy for the teams they lead and drive initiatives forward internally to execute on that strategy including monthly and quarterly revenue forecasting and account plans
• Drives forward initiatives that support Rokt OKRs for the Customer Success team
• Proactively manages risk in the teams you manage and looks across the Customer team to identify risks within accounts, teams, and people
• Manage multi-level teams and build high-performing teams through coaching and driving further management capability in their team members
• Able to step in to manage any client/team/vertical/region with ease and establish best practices, resourcing needs, account needs, etc.
• Will serve as an external Rokt advocate in market that can both create, then execute their go-to-market vision.
• Develop deep and sticky level of relationships with all VP and C-level stakeholders
• Active role in assisting with target lists, Tier 1 pitches, and increasing penetration into the vertical to create a diversity of revenue, lean in to lead new business discussions as needed
• Coordinates complex projects across the customer department involving multiple teams
• Drive growth in ARPC (average revenue per customer) across all new and existing customers to the Rokt platform through up-sell
• Take ownership and initiative to break down complex product/client barriers across the Customer Success function to unlock new Rokt opportunities
• Set direction and fully manage team resourcing to deliver team objectives and top-down targets which include hiring, managing and form development plans for all account team members
• Develop and manage people leaders within the organization that are also known for strong management capability
• This is a hands-on role in an exciting, fast paced environment.

Requirements

• Proven: You have a Bachelor’s degree with 15+ years of relevant digital media, ecommerce, marketing or digital sales experience. 5+ years relevant industry expertise in one of the following verticals; Travel, Retail, D2C, B2B, Finserv, Media, Health, Telco, helpful but not required.
• Management: Intuitive leader with 5+ years leading the development of campaign management and multi-level teams, with a track record of growth and development of teams.
• Self-motivated: You are extremely self-motivated and a motivator of others. You go above and beyond to ensure those around you understand their role requirements and where to focus their efforts in development to grow and continue enjoying their ride.
• Polished: You will have significant exposure to customers and industry partners alike. As such, you must project the professional image of the company both internally and externally. You are an effective communicator and ensure all communication, both external and internal, reflects the company culture.
• Dedicated: You can reject setbacks and enthusiastically persist until ambitious goals are achieved. You are resourceful and innovative at tackling complex challenges in a timely manner.
• Strategic: You are a strong, analytical problem solver with a common sense and practical solutions orientation.
• Communicative: You keep others in the company informed and up to date on your priorities, current tasks and work completed both in written and verbal communication. You are consistently looking for ways to improve yourself professionally and you encourage constructive criticism of your work.
• Accountable: Candidate should be a results-oriented team player who leads by example, holds self-accountable for performance, takes absolute ownership, and champions all aspects of customer and product initiatives
• Customer Orientated: Candidate will demonstrate passionate commitment to the customer and to product quality. Champions the product and the customer's needs and implements a model of continuous improvement in both company goals and project-related task.
• Entrepreneurship, Sense of Urgency: Candidate will possess a high-energy level which allows them to react to situations quickly and decisively, possessing self-confidence to be assertive when taking a position, not afraid to make decisions.
• Problem solver: Candidate should be a strong, analytical problem solver with a common sense and practical solutions orientation.
• Technical: Highly proficient in Word, Excel, PowerPoint, Google Docs, Online CRM tools (E.g. Salesforce/Hubspot) and analytics software such as Tableau

Benefits

• Safety is our highest priority. We actively invest in the growth of our people and the strengthening of our communities. Our NYC office is 100% vaccinated to keep our employees and community safe and healthy. We require all Rokt’stars and anyone else who will be onsite at the Rokt NYC office–clients, contractors, vendors, and suppliers–to show proof of vaccination and their booster shot.
• Work with the greatest talent in town. Our recruitment process is tough but diligent. We’re constantly aiming to implement our value of “raise the bar” and set high standards for our Rokt’stars. This is essential in our high-performing, high-grow culture where we strive to bring in the brightest and best talent. Our teams thrive by challenging the status quo and we encourage all of our teams to unleash their desire to achieve something bigger.
• Join a community. At Rokt we’re a community of curious explorers. We’re not afraid of venturing into uncharted territories. We work together as one single, aligned team. We value diversity and transparency which is why we support a number of internal employee resource groups including an EDI steering committee, Rainbow Rokts that empowers our LGBTQIA+ Rokt’stars, Womxn who Rokt that promotes gender equality in tech, and more.
• Accelerate your career. We want you to unleash your full potential. This is why we have an annual ‘Level Up’ allowance of $5,000 that gives Rokt’stars the ability to take courses, attend events, go to training, and more to help our great employees become even better leaders.
• Take a break. When you work hard, we know you also need to rest. We offer generous time off and parental leave policies, as well as mental health and wellness days for all employees. We even incentivize individuals to utilize their PTO with “High 5” days, an additional 5 days of PTO when you’ve used 75% of your allotted annual paid leave. We also offer a paid Rokt’star Sabbatical for employees who have been with us for 5 years or more.
• Stay happy and healthy. In order to unleash our potential, we want to ensure you’re able to keep your wellbeing a priority. This means you can enjoy a well-balanced, catered lunch 5x a week in the office along with healthy snacks. We also want you to feel at home when coming into work which is why we’re a dog-friendly office so you can bring your furry friend to work with you. As part of your wellbeing benefits, we offer a wellness stipend so you can enjoy the gym on us! In the US, access generous retirement plans like a 4% dollar-for-dollar 401K matching plan and get fully funded premium health insurance for your entire family!
• Become a shareholder. All Rokt’stars have stock options. If we succeed, everyone is rewarded.
• See the world! We want our Rokt’stars to enjoy the ride. As we aim to bring meaning and fun to our everyday work, we host global all-staff events in amazing locations (Phuket, Thailand in January 2020, Hawaii in May 2022, and Whistler in 2023). As we strive to build a community of curious explorers, we also offer generous relocation packages for those interested in moving to another Rokt office. We have bustling offices in great cities including: New York,Seattle, Sydney, London, and Tokyo.
• We believe we’re better together. We love spending time together and are in the office most days (all teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.
• We believe in equality. Rokt is an Equal Opportunity Employer and we know our collective strength comes from how different we all are. We encourage you to apply for one of our open roles—irrespective of socio-economic status or background, age, gender identity, race, religion, sexual orientation, color, pregnancy, carer/family responsibilities, national and social origin, political opinion, marital, veteran, or disability status.

Salary range: $225,000 - $250,000 base salary + equity + (great) benefits!