Team Lead, Digital Cloud (Cohort GM)

About the role

Nexcess Digital Cloud BU focuses on customers whose job-to-be-done is building websites. This is a mini-GM role where the Team Lead operates their cohort like a standalone business inside Nexcess Digital Cloud. You will set the go-to-market strategy for your customer segment, direct resources from Marketing, Product, and Support to hit revenue targets, and be accountable for both revenue outcomes and team health.

Responsibilities

• Own the cohort's revenue, churn/expansion, and Net Revenue Retention (NRR) targets end-to-end.
• Build and adjust the cohort's go-to-market strategy in partnership with Marketing and Product.
• Report cohort performance with the fluency of someone running a business, not just a scorecard.
• Direct and develop Account Executives (AE), Customer Success Managers (CSM), Solutions Engineers (SE), and Subject Matter Experts (SME) assigned to the cohort.
• Set the operating cadence: pipeline reviews, account health reviews, and escalation paths.
• Build a team from the ground up where needed—hiring, onboarding, and coaching, not just managing an existing bench.
• Drive proactive account management to address issues before they become support tickets.
• Personally own the annual-contract and roadmap conversations for the highest-value customer relationships.
• Translate the cohort's brand positioning (JTBD-driven, outcome-first) into how the team communicates with customers.
• Proactively pull resources from Marketing, Product, and Support rather than reacting to needs.
• 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 and visible improvement in cohort NRR quarter over quarter, with the ability to explain specific drivers.
• Decline in support ticket volume per account due to proactive account management.
• Measurable increase in the percentage of customers on annual contracts compared to baseline.
• Ability to produce, unprompted, a current view of: top 10 accounts by risk, top 10 by expansion opportunity, and action plans for each.

Requirements

• Demonstrated ownership of a revenue number—beyond quota attainment, including decision-making on how to achieve it.
• Experience managing or building a team, ideally cross-functional (e.g., sales, success, technical).
• Comfort with ambiguity, as this function and its tooling are actively being developed.
• Strong communication skills to hold QBR-level conversations with customers and roadmap discussions with Product in the same day.
• Working technical fluency in the digital space, including an understanding of digital customers and website-building needs.
• Enough technical expertise to engage credibly in proactive support and roadmap conversations without over-relying on Solutions Engineers.
• Experience in vertical SaaS or agency-adjacent businesses where the customer's business model directly impacts sales.

Work Environment

• Regular speaking and hearing requirements to perform essential duties.
• Frequent use of hands for keyboarding, gross manipulation, and fine manipulation.
• Extended periods working at a desk and computer screen.
• Work environment is a traditional climate-controlled office or remote (home) setting.
• Highly stressful environment with diverse challenges, deadlines, and a varied employee population.