Vice President of Customer Success

The VP of Customer Success will be responsible for overseeing the entire customer journey, from onboarding and adoption through ongoing support and retention, to ensure our customers are deriving maximum value from our products. You will oversee Customer Success (CSMs) and Onboarding, develop strategies to enhance customer satisfaction, reduce churn, and identify opportunities for growth. The ideal candidate will have extensive leadership experience in customer success management and onboarding, particularly in SaaS for SMBs or tech environments, with a strong track record of scaling customer-facing teams through data and technology.

What your day could consist of:

• Develop and implement the overarching strategy for Customer Success that aligns with business objectives, with a focus on net customer retention, satisfaction, and expansion
• Collaborate closely with the CRO and other senior leaders to define key performance indicators (KPIs) for customer success and ensure alignment with broader business goals
• Continuously evaluate and improve the customer experience by identifying pain points and optimizing processes across the customer lifecycle
• Oversee customer success initiatives, including onboarding, training, support, and ongoing account management with an emphasis on scale through technology and machine learning
• Lead, mentor, and scale the team, including CSMs and onboarding specialists
• Build and foster a high-performance, customer-focused culture that prioritizes proactive engagement and customer advocacy
• Partner with Sales, Product, Marketing, Support and other teams to ensure smooth transitions from sales to customer success and maximize opportunities for upsell and cross-sell
• Implement scalable training programs for CSMs and support teams to ensure ongoing development, customer empathy, and best practices
• Utilize data, customer health scores, and other key metrics to monitor account health, customer satisfaction, and identify opportunities for intervention, whereas human, marketing or in-product driven
• Provide regular reporting to the executive team on the performance of the customer success organization, including customer satisfaction, NRR, and expansion
• Analyze customer feedback and product usage data to continuously improve customer experiences and outcomes.

What is needed:

• 10+ years in customer success, customer operations or strategic planning, with at least 5 years in a senior leadership role managing customer-facing teams
• Proven success in managing customer-facing teams in a low touch , SaaS, or tech environment
• Strong experience in designing and implementing customer success strategies that drive retention, satisfaction, and revenue growth
• A deep understanding of customer lifecycle management, from onboarding through advocacy, and experience with customer success tools and technologies
• Exceptional leadership skills, with the ability to inspire, develop, and lead teams
• Strong analytical abilities, with the capacity to turn data into actionable insights that improve customer outcomes
• Excellent written and verbal communication skills, with experience presenting to senior executives
• Proven ability to work cross-functionally, collaborating effectively with product, sales, marketing, and engineering teams
• Deep knowledge of customer success metrics (e.g., NPS, CSAT, churn, retention rates) and experience managing them to optimize business performance
• Bachelor’s degree in Business Administration, Marketing, or a related field (MBA or relevant advanced degree preferred)

About ActiveCampaign:

ActiveCampaign’s email and marketing automation platform helps businesses, entrepreneurs, and creators turn ideas into results. By combining your data, AI, and 950+ integrations (including Shopify, Facebook, Salesforce, and Square), ActiveCampaign makes it effortless to create personalized experiences across the entire customer lifecycle.

As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here. 

ActiveCampaign is the trusted choice to help businesses like yours automate your growth and get more out of your marketing. ActiveCampaign holds the highest customer satisfaction rating among Marketing Automation, E-Commerce Personalization, Landing Page Builders, and CRM solutions on G2.com and is one of only a handful of software solutions with over 13,500 positive reviews. Learn more and start your free trial at ActiveCampaign.com.

Perks and benefits:

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include:

-Comprehensive health and wellness benefits that includes a High Deductible Health Plan (HDHP) fully covered by ActiveCampaign, complimentary access to telehealth and tele-mental health resources, and a complimentary membership to Calm

-Open paid time off

-Generous 401(k) matching program with immediate vesting

-Quarterly Path Perks with options for commuter and lunch benefits (for those reporting to a Hub), or a remote home office stipend

-Access to professional development resources through LinkedIn Learning

-After five years of service, you’ll be eligible for a four-week paid sabbatical leave and a sabbatical leave bonus

ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.

Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.