SMB Sales & Customer Success Strategy Lead

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 305,000 neighborhoods across 11 countries.

As the SMB Sales & Customer Success Strategy Lead at Nextdoor, you’ll partner with the SMB leadership team to identify strategic priorities and opportunities for future growth and efficiencies.  You deeply understand our customer journey and needs, industry/competitor trends.  You’ll scope and size strategic growth opportunities and business models, and build alignment cross-functionally on the key investment areas.  You’ll also play a key role leading the team operations - tracking progress against strategic and operational initiatives, understanding revenue performance and key drivers, and establishing key principles and frameworks to guide strategic decisions. 

You’ll design and launch new SMB revenue streams and customer experiences that drive business growth.  You deeply understand our customer journey and needs, and identify strategic opportunities that will drive acquisition, onboarding and long term success for our customers.  You’ll lead all aspects of the program development for new revenue streams/channels: from business case building, partner/vendor selection, incubation to launching and scaling globally.  You’ll test, incubate, launch and scale new experiences across multiple platforms as well as work cross-functionally to shape the Nextdoor SMB revenue strategy as we continue to grow.

If you want the challenge of fast-paced growth, the satisfaction of seeing your insights and business strategy come to life, and the pride in helping grow a world-class SMB experience, this is the place for you. 

Your responsibilities will include: 

• Partner with cross-functional teams to develop SMB GTM and business strategies (e.g., multi-year SMB Revenue team plan, monetization strategy, international expansion strategy, and go-to-market channel expansion and business case development)
• Drive business growth through launching new customer experiences and treatments (customer success, sales, support across the lifecycle) and incubate/oversee vendor operations to execute where applicable
• Establish incubation operation to experiment and validate sales/marketing/support motions and customer experiences, prior to scaling; define tools, infrastructure and resources needs to scale

• Partner with Product Management and Engineering to scale learnings into the product experience
• Develop deep understanding of customer behavior and product performance (retention, churn, NPS drivers) to identify priority segments and treatments to maximize outcomes, in partnership with Data Science, Product, Marketing, Support and XFN teams
• Develop strategic perspectives on our core SMB competitors and industry trends to predict what’s coming ahead, reviewing market research, consulting with experts, leading immersions

• 8+ years of demonstrated experience in management consulting, strategic planning, revenue strategy, customer success and/or business operations 
• 5+ years experience in the digital marketing ecosystem and familiarity with digital advertising platforms
• You will be a self-starter, independent thinker, deeply analytical and detailed-oriented, capable of working in a structured manner to thrive in ambiguity
• Passion for building a new business from the ground-up 
• Incredible focus on the customer 
• Excellent communication and interpersonal skills
• Experience manipulating complex and large data sets

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The salary for this role is expected to range from $108,000 - $215,000  on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

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

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and 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.