Manager, Customer Success

Remote from
Job type
Full Time,
Opening date
Closing date
1 Oct 2022
Views
223

About ActiveCampaign

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

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

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FAQ

What position is ActiveCampaign hiring for?

ActiveCampaign is hiring a remote Manager, Customer Success from

What type of employment does ActiveCampaign offer?

This is a Full Time role.