Head of Account Management

#TeamNextdoor

Nextdoor (NYSE: KIND) is the essential neighborhood network. Neighbors, public agencies and businesses use Nextdoor to connect around local information that matters in more than 340,000 neighborhoods across 11 countries. Nextdoor builds innovative technology to foster local community, and brands and businesses of all sizes use Nextdoor’s proprietary advertising platform to engage with neighborhoods at scale. Download the app and join the neighborhood at nextdoor.com.

Meet Your Future Neighbors

Nextdoor's Account Management team is a diverse, highly motivated, and strategic group of neighbors focused on partnering with national and regional brands to connect them with our community of members through our growing portfolio of advertising products. The team culture mirrors the larger business focus, relying on building trusted connections both internally as well as with our partners in order to drive campaigns and executions that add value to our members' lives while simultaneously driving results for our brand partners. We believe that in order to succeed we must attract and develop smart, capable, and passionate employees, while also creating an inclusive environment where they know they belong, and will thrive and grow. 

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment model, blending an in office presence and work from home experience for our valued employees.  

The Impact You’ll Make

As Head of Account Management, you will build and lead a world-class Account Management team responsible for retaining and accelerating the performance of Nextdoor’s advertising customers. You will have a passion for developing people and will leverage your deep sales and sales coaching experience to recruit, hire, and support the development of our Account Management team. 

This role will lead major operational and services transformation efforts and projects, including helping our customers, Account Services, and Client Partner teams transition to our own ad server and campaign management tool. A key client-facing role, you will have a deep understanding of adtech and the advertising ecosystem, account management and customer success, and a strategy to accelerate growth in the next year and beyond.

You will collaborate closely with Sales Leadership, Sales Enablement, Product Marketing, Product, Data Science, and Engineering to ensure Nextdoor’s product and advertising solutions drive demand and retention, building a sustainable and high-growth business. You will also partner with Revenue Operations and Finance, owning campaign execution, customer retention and upsell strategies, as well as creating business cases for further investment to support our customers and account teams. 

You will create clarity, generate energy, and deliver success as a leader, while empowering and enabling your management team to manage day-to-day execution. 

Your responsibilities will include: 

• Manage a highly motivated Account Management team focused on retaining and growing Nextdoor’s customer base
• Evolve job level frameworks, career ladders, and roles & responsibilities per business needs
• Drive growth through the development of customer retention and upsell strategies, the optimization of best practices, and by leveraging expertise across teams to identify and act on new opportunities
• Define in-quarter, bi-annual, and annual expectations and OKRs to guide the Account Management strategy; communicate OKRs and dependencies to key stakeholders, securing partner team commitments to drive the right business outcomes
• Clearly articulate current and anticipated sales and customer support needs to enable troubleshooting and mitigate revenue, delivery, and utilization blockers and/or Account Management team blockers
• Drive the development and implementation of scalable campaign strategies; hold teams accountable for optimally leveraging narrative/storytelling strategies, ensuring proposals highlight Nextdoor’s solutions to drive customer value
• Partner with Revenue Operations on resourcing optimization, business reporting, and accountability measures
• Leverage Voice of Customer, regularly communicating customer (dis)satisfaction and advise internal partner teams on best practices for resolving product or service challenges
• Partner with cross-functional teams to identify gaps and opportunities for training and improving workstreams; develop best practices that scale and drive revenue growth for Nextdoor
• Develop strong product and technical expertise; be a Nextdoor platform expert for your team and customers
• Provide internal partners with critical marketplace guidance based on deep customer and competitor expertise - in partnership with Sales Leads
• Realize success through team empowerment and accountability by modeling, coaching, and providing kind and constructive feedback
• Participate in in-person Nextdoor events, trainings, off-sites, volunteer days, and other team building exercises
• Build in-person relationships with team members and contribute to the KIND culture that Nextdoor values

What You’ll Bring To The Team

• 10+ years of experience leading digital media Account Services teams with demonstrated experience building high-leverage Account Services teams and exceeding goals in a high growth environment
• Proven track record of leading large change management efforts and internal projects
• Exceptional people manager who can build, manage, cultivate and inspire strong teams that are collaborative, energized, and excited about Nextdoor’s purpose, opportunity and growth potential
• Deep expertise in pre and post sales and understanding of technical platforms and systems
• In depth understanding of adtech, ads platforms and the advertising ecosystem 
• Strong analytical and problem-solving skills; ability to think big paired with the rigor and resolve to iterate and experiment, with a sharp eye for metrics and insights to track and drive towards data-driven results
• Excellent verbal, and written communication skills; demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization (internally and externally)
• Proven track record of working effectively with cross-functional teams at all management levels: dexterity to lead both directly and through influence to drive execution of a strategy in a global organization with competing priorities; conviction, determination, and the confidence to drive discussion, accountability, and outcomes
• An owner’s mentality, excited to roll up your sleeves in a scaling organization
• BA/BS degree or equivalent, MBA is a plus

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package. Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

The compensation range for this role includes a base salary + commission structure with a 70/30 split. Commission will vary depending on your achievement of sales-related goals and objectives. The budgeted OTE inclusive of base + commission is in the range of $228,000-$350,000 (base salary of $160,000-$245,000) on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. 

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

When it comes to benefits, we have you covered! Nextdoor employees can choose between a variety of health plans, including a 100% covered employee only plan, and we also 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.