Head of Global Account Services

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 295,000 neighborhoods across 11 countries.

Nextdoor connects neighbors with each other and everything nearby. We help brands drive measurable outcomes by creating meaningful connections with a uniquely engaged, influential audience. Brands turn to Nextdoor to:

• Reach real neighbors based on their interests and location,
• Engage neighbors when and where it matters most, and
• Convert more neighbors into customers.

Brands are essential for building strong, vibrant neighborhoods. On Nextdoor, brands can connect to a uniquely engaged audience where they live, work, and play. 

The Head of Account Services will continue to build and lead a team of world-class Account Managers and Ad Operations. You will have a passion for developing people and you will be responsible for driving campaign execution, retention, and upsell for Nextdoor’s global Enterprise and Mid-Market customers, reporting to the Global Head of Enterprise and Mid-Market sales. This role will lead internal operations projects with focus on productivity optimization and also lead major operational and services transformation efforts, including helping our customers, Account Services, and Client Partner teams transition to our own ad server and campaign management tool. This is a global role with expectation of client interaction and customer visits across ads monetized countries. You will have a deep understanding of the advertising ecosystem, ad operations, account management, and a strategy to accelerate global growth in the next year and beyond. You will be a voice of our Enterprise and Mid-Market customers and Account Services team to internal partners. 

As the Global Account Services leader, you will be responsible for leading your Account Services team in retaining and accelerating the performance of Nextdoor’s advertising customers. You will serve as the point of contact for customer performance escalations and drive resolution. You will leverage your deep sales and sales coaching experience to recruit, hire, and support the development of our Account Services teams.

You will be partnering closely with Sales Leads, Agency Development, Customer Analytics and Insights, Nextdoor Create, Product Marketing, Product, Data Science, Partnerships, and Sales Enablement to ensure Nextdoor’s product and advertising solutions drive demand and retention, building a sustainable and high-growth business. As the global Account Services leader, you will partner with Revenue Operations and Finance, owning the campaign execution, customer retention and upsell strategy, and creating business cases for further investment to support customers and our Account Services teams. You will partner cross-functionally to ensure we have a strong GTM plan for new and existing products and features. You will influence our product, marketing, systems, and tools roadmaps. 

You will create clarity, generate energy, and deliver success as a leader of this global Account Services team. You will model, coach, and care for your team with kindness while - empowering and enabling your Management team to manage the day-to-day team execution while leading and facilitating the execution of strategic initiatives.

Your Responsibilities will include:

Team & Talent Management

• Manage a highly motivated global Account Services team that will help grow and retain Nextdoor’s Mid-Market and Enterprise advertisers, building a high growth global business
• Evolve job level frameworks, career ladders, and ongoing define roles & responsibilities per business needs
• Realize success through team empowerment and accountability by modeling, coaching, and providing kind and constructive feedback
• Coach by defining clear expectations, objectives, and outcomes, providing always-on feedback
• Leverage internal and external resources for training and development purposes
• Attract, recruit, and retain high-performing leaders
• Invest in inclusion and belonging by building diverse teams
• Live Nextdoor’s culture, embodying our values

Operational Excellence. 

• Owns campaign execution, retention and upsell reporting plus market updates to Head of Global Enterprise and Mid-Market sales (e.g. weekly business updates, account plans, etc.)
• Develops a data-driven sales culture
• Ensures all customer intelligence is centrally located and activities are tracked and measured
• Defines in-quarter, half-yearly, and annual expectations and OKRs to guide the Account Services strategy, the development of customer retention and upsell strategies, and to ensure alignment between global ad sales teams and product priorities
• Communicates OKRs and dependencies to key stakeholders, securing partner team commitments to drive business outcomes
• Clearly articulates current and anticipated sales and customer support needs to enable troubleshooting and mitigate revenue, delivery, and utilization blockers and/or Account Services team blockers
• Partners with Revenue Operations on resourcing optimization, business reporting, and accountability measures

Drive Revenue Growth with a relentless focus on Customer Value

• Actively maintains and leverages a comprehensive understanding of customer business needs, strategies, priorities, and industries the sales team calls on
• Defines and drives global and market level customer campaign implementation best practices aimed at driving advertiser retention, and growth
• Leverages Voice of Customer, regularly communicating customer (dis)satisfaction and advises internal partner teams on best practices for resolving product or service challenges
• Empowers teams to define retention and upsell strategies, account planning across the customer set, and clearly articulates expectations and priorities
• Partners with Compensation and Finance to define and communicate sales incentives required to drive retention and upsell
• Drives the development and implementation of scalable campaign strategies. Holds teams accountable for optimally leveraging narrative/storytelling strategies, ensuring proposals highlight Nextdoor’s solutions to drive customer value
• Drives growth by sharing best practices and leveraging expertise across teams to identify and act on new opportunities

Nextdoor Voice 

• Externally: Represents Nextdoor in the digital advertising ecosystem and brings back learning and recommendations on ad tech trends and how they relate to Nextdoor
• Internally: Leverages executive presence to define and communicate priorities, business cases, and go-to-market strategies
• Possesses deep customer and competitor expertise, providing internal partners and Account Services team with critical marketplace guidance - in partnership with Sales Leads

• 10+ years of experience leading digital media Account Services teams with demonstrated experience building high-leverage Account Services teams, launching new verticals, markets and exceeding goals in a high growth environment
• Demonstrated experience leading a team size of 100+ across multiple functions
• 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 post sales and understanding of technical tools and systems
• In depth understanding of the advertising ecosystem and ads platforms
• 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

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.