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 -