OverviewThe Nexcess Digital Cloud BU is the one focused on customers who's JTBD is building websites. This is a mini-GM role. The Team Lead runs their cohort like a standalone business inside Nexcess Digital Cloud: they set the go-to-market motion for their customer segment, direct what they need from Marketing/Product/Support to hit their number, and are accountable for both the revenue outcome and the health of the team producing it.
Responsibilities- Own the cohort's $Rev, Churn/Expansion, and NRR targets end to end.
- Build and adjust the cohort's go-to-market in partnership with Marketing and Product.
- Report cohort performance with the fluency of someone running a business, not a scorecard.
- Direct and develop the AE, CSM, SE, and SME resources assigned to the cohort.
- Set the operating cadence: pipeline reviews, account health reviews, escalation paths.
- Build a team from a standing start where needed - hiring, onboarding, and coaching, not just running an existing bench.
- Drive proactive account management: get ahead of issues before they become tickets.
- Own the annual-contract and roadmap conversation personally for the highest-value relationships.
- Translate the cohort's brand positioning (JTBD-driven, outcome-first) into how the team talks to customers.
- Pull what the cohort needs from Marketing, Product, and Support proactively, not reactively.
- Represent the cohort's voice in Digital Cloud product and marketing planning.
- Perform other duties as assigned.
What Success Looks Like in the First Two Quarters - Reduction in churn
- Cohort NRR trend is visibly improving quarter over quarter, with the lead able to explain why in specific terms.
- Support ticket volume per account is declining as a result of proactive account management.
- A measurable percentage of the customer base is on annual contracts, up from baseline.
- The lead can produce, unprompted, a current view of: top 10 accounts by risk, top 10 by expansion opportunity, and what's being done about each.
Required Qualifications- Demonstrated ownership of a revenue number - not just quota attainment, but decisions about how to hit it.
- Experience managing or building a team, ideally cross-functional (sales + success + technical).
- Comfortable in ambiguity - this function and its tooling are actively being built.
- Strong communicator who can hold a QBR-level conversation with a customer and a roadmap-prioritization conversation with Product in the same day.
- Working technical fluency in the digital space with an understanding of the digital customer, their needs and understanding of building websites. Enough technical fluency to engage credibly in proactive support/roadmap conversations without relying entirely on the SE.
- Experience in a vertical SaaS or agency-adjacent business where the customer's business model mattered to the sale.
Work EnvironmentThe physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
- While performing the essential duties of this job, the individual is regularly required to speak and hear
- While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation
- Works at a desk and computer screen for extended periods of time
- Works in a traditional climate controlled office environment or from home
- Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population
DisclaimerThis job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains "at will".
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