Customer Success Manager
Heredia
Success – Customer Success /
Full-time /
Hybrid
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 of:
- Nurturing 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
