Customer Success Manager
Heredia
Success – Customer Success /
Full-time /
Hybrid
As 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 a fast-paced, innovative environment and is collaborative, accountable, results-driven, and empathetic.
On a typical day, you might:
- Nurture long-term relationships with key stakeholders to fully understand their business goals and success metrics.
- Develop and execute success plans based on their business goals to drive product usage and maximize the value they get from ActiveCampaign.
- Use a consulting approach combined with deep product expertise to advise customers on their marketing processes.
- Identify and nurture customer advocates who are willing to provide testimonials, case studies, and referrals.
- Proactively engage with customers and conduct regular business reviews to showcase the value delivered, identify areas for improvement, and present recommendations for expansion.
- Collaborate with sales teams to smoothly transition accounts from pre-sales to customer success, identify expansion opportunities, and support them until closure.
- Own, escalate, and resolve customer issues by working closely with internal teams like support, product, and engineering to ensure timely resolution.
- Monitor customer health metrics, proactively identify potential risks, and use creative problem-solving to find resolutions.
- Act as the voice of the customer within the organization, providing feedback and insights to drive product improvements and enhancements.
What you'll need:
- 3+ years of experience in customer success or account management roles in a SaaS company.
- Strong business acumen with critical thinking ability to deliver positive results for your customers that support their business outcomes.
- A proven track record of identifying and closing expansion opportunities within your book of business.
- The ability to build rapport and trust with key stakeholders, including executive and C-Suite levels, with a focus on customer satisfaction and business growth.
- The ability to interpret data to provide actionable improvements for your customers.
- Accountability for your book of business, with the ability to autonomously detect and reduce risk.
- A results-driven mentality with a bias for speed and action.
- Technical expertise and the appetite to acquire knowledge of new products.
- The ability to manage multiple accounts and prioritize tasks effectively with great attention to detail.
- The ability to work cross-functionally to resolve customer business issues and work toward mutual goals.
- The ability to perform in a fast-paced, high-intensity, deadline-oriented work environment.
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
