Customer Success Manager

As a Customer Success Manager, you will be responsible for managing a portfolio of our most valuable customers, driving adoption, growth, and retention by understanding their business needs and helping them succeed. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, results-driven, and empathetic. What Your Day Could Consist OfNurturing long-term relationships with key stakeholders to fully understand their business goals and measurements for success. Developing and executing success plans based on their business goals to drive product usage and maximize their value from ActiveCampaign.

Using a consulting approach combined with deep product expertise to advise customers on their marketing processes, delivering tangible, positive results and driving product adoption. Identifying and nurturing customer advocates who are willing to provide testimonials, case studies, and referrals. Proactively engaging with customers and conducting regular business reviews to showcase the value delivered, identify areas for improvement, and present recommendations for expansion. Collaborating with sales teams to help transition the account from pre-sales to customer success, driving revenue growth by identifying expansion opportunities and providing support until closure.

Owning, escalating, and resolving customer issues, working closely with internal teams (such as support, product, and engineering) to ensure timely resolution. Monitoring customer health metrics, proactively identifying potential risks, and using creative problem-solving to find resolutions. Acting as the voice of the customer within the organization, providing feedback and insights to drive product improvements and enhancements. What Is Needed 3+ years of experience in customer success or account management roles in a SaaS company. Ability to perform in a fast-paced, high-intensity deadline-oriented work environment.

Possess a strong business acumen, with critical thinking ability to deliver positive results for your customers that support their business outcomes. Ability to autonomously detect and reduce risk, and hold yourself accountable and responsible for your book of business. Track record of identifying and closing expansion opportunities with your book of business. Ability to interpret data to provide actionable improvements for your customers. Ability to build rapport and trust with key stakeholders, including executive and C-Suite level, with a focus on customer satisfaction and business growth. Results-driven mentality with a bias for speed and action.

An ability to work cross-functionally to resolve customer business issues and work toward mutual goals. Ability to manage multiple accounts and prioritize tasks effectively with great attention to detail. Technical expertise, ability, and appetite to acquire knowledge of new products. For this position, a background check is required by ActiveCampaign, therefore, by submitting your information for this position you agree to approve, if required, the background check