Manager, Customer Success

Remote from: USA 🇺🇸
Category: Customer Success
Job type: Full Time,
Opening date: 2 Aug 2022
Closing date: 1 Oct 2022
Views: 223

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About ActiveCampaign

Helping over 150,000 businesses meaningfully engage with their customers with Customer Experience Automation (CXA)

Computer Software
2003

5.0 Rated

As a Manager on Customer Success at ActiveCampaign, you lead a team of Strategic Customer Success managers that is focused on driving success with our top customers at ActiveCampaign. Our customers rely on ActiveCampaign to make smarter business decisions based on data-driven analytics and workflows. You are responsible for leading a global team of individual team members, and strive to deliver value at scale to customers. Additionally, you are data driven, operationally rigorous, and passionate about coaching your team.

What your day could consist of:

Evaluate and leverage the existing Success strategy, team infrastructures, and operational metrics, and implement necessary adjustments needed to increase renewal rates, drive product adoption with current clients, and increase customer satisfaction
Establish clear goals and metrics for the team to meet retention goals and process milestones
Collect, aggregate, and interpret metrics and data that can guide business decisions and improve business processes. Proactively recommend and implement solutions with sustained impact
Act as a sponsor and be a point of escalation for strategic customers; seek to resolve customer issues more broadly
Work with other functions, such as Product, Support, and Sales, to resolve customer issues and to develop seamless handoffs that improve the customer experience
Develop and implement strategies that drive value and product adoption for customers based on the unique requirements and expectations of their segment
Manage, recruit, train, inspire and develop your team to be a high performing one that delivers great customer experience and helps clients achieve outcomes

What is needed:

3+ years of experience managing a Customer Success or Account Management organization
Analytical and data driven. Ability to manipulate spreadsheets and data
Experience in a fast growth SaaS company
Versatility and ability to navigate between the details and strategy with ease
High energy style, flexible and adaptive, works well in a fast-paced environment
Articulately communicates information and adapts effectively to the audience
Experience working on complex, cross functional projects within tight timelines
Ability to foster teamwork while working on projects
Experience leading Success teams and working in high-growth, performance-focused environments
A strong proven track record of people management, mentorship and career planning
Expertise with Totango, Looker, and Zendesk is preferred
Experience working in globally dispersed workforce is preferred

Perks and benefits:

Comprehensive health and wellness benefits (including no premiums for employees on our HSA plan, telehealth and tele-mental health, and access to the Calm app for meditation)
Open paid time off
Generous 401(k) matching with no vesting
Generous stipend to outfit your remote office
Career growth including access to personal and professional coaching through Udemy
Access to life coaches via Modern Health
Cool swag