Manager, Customer Success at Nextdoor
San Francisco, CA, US

Nextdoor is the private social network for you, your neighbors and your community. Nextdoor’s mission is to provide a trusted platform where neighbors work together to build stronger, safer, happier communities, all over the world.

Nextdoor is looking for an ambitious and smart Manager, Customer Success to join our growing Customer Success team. The ideal candidate will manage and grow the team responsible for onboarding our paid customers and ensuring they have a full understanding of our product’s value. This person will have proven success working with customers to provide education and answer product related questions.

Responsibilities:

  • Manage a small but growing team of account managers and onboarding specialists
  • Provide remarkable account management experience for high value customers (predominantly via phone) and act as escalation resource when necessary
  • Synthesize best practices across the group and train and develop team to deliver
  • Work with team to create and iterate successful call scripts
  • Become a product expert, ready to answer any & all questions
  • Share insights from customer interactions with Product and Marketing so that we can continue to improve the experience
  • Maintain a calm and friendly demeanor when assisting team, stakeholders, and users
  • Determine efficient and effective ways to scale onboarding and account management experiences as we grow
  • Provide an experience that delights our customers

Requirements:

  • 8+ years in a customer focused role (ie. account management, consulting, support, etc)
  • Bachelor's degree, bonus if in a quantitative field (Business, Econ, Engr, etc)
  • Strong management background or potential, great at training and people development
  • Comfortable communicating with high value customers over the phone
  • Ability to comprehend and empathize with customer needs, problem solve and deliver simple and effective solutions that can be scaled across a team
  • Has a customer-centric mindset and is constantly seeking ways to improve the customer experience, but always with an eye towards cost and scale
  • Problem-solver with excellent verbal and written communication skills
  • Thrive in fast paced, team-oriented, entrepreneurial environments
  • Knowledge of Real Estate industry required

Benefits:

  • 100% company-paid health insurance premiums (medical, dental and vision) for you and your family
  • Paid vacation and company holidays
  • 401K plan
  • Commuter benefits through Clipper card
  • Free catered dinners during the week, Monday through Thursday
  • Fully stocked kitchens with drinks, snacks and candy
  • Downtown San Francisco office
  • The option of an adjustable standing desk