VP Customer Success

About Rokt

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. Live Nation, Groupon, Staples, Lands' End, Fanatics, UrbanStems, GoDaddy, Vistaprint and HelloFresh are among the more than 2,500 leading global businesses and advertisers that are using 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 2021 Series E raise of USD$325M, Rokt is expanding rapidly and globally – operating in 19 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 annual revenues of more than US$200M and 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 five core values: Smart with Humility, Own the Outcomes, Force for Good, Conquer New Frontiers, and Enjoy the Ride. These values help us attract, engage, and develop the right talent around the globe and ensure we have the right conditions to do our best work. Keen to join a fast-growing company and a vibrant culture? Learn more at rokt.com.

Requirements

About the 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 team with key clients and partners on the Rokt platform.

This role will work to cultivate relationships with the key executive decision makers and influencers with our strategic partners and lead the delivery of sustainable short to long-term revenue growth through expanding existing relationships and creating new ones throughout these organizations.

This role will manage a team to drive best practice account management to all clients. He or she 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

• Revenue growth and retention rates of our portfolio of partners and advertisers
• Develop deeper and a stickier level of relationships with all key executive level stakeholders
• Create and implement strategic growth plans for our accounts and team
• Master the functionality of the Rokt platform, and utilizing the insights and data to optimize campaigns across your portfolio to deliver on individual and client KPIs
• Deliver and manage a team ensuring best practice campaign management
• Drive growth in ARPC (average revenue per customer) across all new and existing customers to the Rokt platform through up-sell
• Work alongside our sales team to uncover marketing goals and identify relevant Rokt Solutions for leading Global, Regional and National businesses
• Work as a stakeholder with the Executive, Product, and Marketing teams to develop the product roadmap and go to market strategy and provide key insights, reporting, and strategic recommendations for Financial Services clients
• Monthly and quarterly revenue forecasting and account plans
• Hire, manage and form development plans for all account team members

This is a hands-on role in an exciting, fast paced environment.

Requirements

• Proven: You have a Bachelor’s degree with 10+ years of relevant digital media, ecommerce, marketing or digital sales experience. 3+ years relevant industry expertise in one of the following verticals; Travel, Retail, D2C, B2B, Finserv, Media, Health, Telco, helpful but not required.
• Management: 3+ years leading the development of campaign management teams, with track record of growth and development of teams
• 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. 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.
• Accountability: Candidate should be a results-oriented team player who leads by example, holds self-accountability for performance, takes absolute ownership, and champions all aspects of customer and product initiatives.
• 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

• Force for Good. 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 as well as 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 recruiting process is tough. We hold a high bar because we have a high-performing, high-velocity culture - we only want the brightest and the best.
• Join a community. We believe the best things happen when we come together to solve complex problems and make meaningful connections with each other through interest groups, sports clubs, and social events.
• Accelerate your career. Develop through our global training events, ‘Level Up’ investment, online training courses, and our fantastic people leaders. Take your career to Rokt’speed - Grow your career in our rapidly growing company.
• 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 also offer a paid Rokt’star Sabbatical for employees who have been with us for 3 years or more.
• Stay happy and healthy. Enjoy catered lunch 3 times a week and healthy snacks in the office. Plus join 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 whole family. And our NYC office is dog-friendly! [BEETROOT IS NY OFFICE ONLY]
• Become a shareholder. All Rokt’stars have stock options. If we succeed, everyone enjoys the upside.
• See the world! Along with our global all-staff events in amazing locations (Phuket, Thailand in January 2020, Hawaii in May 2022), we also offer generous relocation packages for those interested in moving to another Rokt office. We have cool offices in great cities - New York, Sydney, London, Singapore, Tokyo.
• Get the best of both worlds with a hybrid workplace. With 3 days in-office and 2 days remote, Rokt allows you to enjoy the best of both worlds. One week per quarter, you have the flexibility to work from anywhere.
• We believe in equality. Rokt is an Equal Opportunity Employer and recognizes that a diverse workforce is crucial to our success as a business. We would love 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: $170,000 - $250,000 (Total compensation per year)
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