ActiveCampaign is the leader in marketing automation, email marketing and CRM for businesses of all sizes and industries. Its powerful automation platform helps organizations in 170 countries grow by scaling and personalizing customer experiences. ActiveCampaign accelerates business growth by providing access to 925+ pre-built automations that combine transactional email and email marketing, marketing automation, ecommerce marketing, and CRM to enable 1:1 experiences that connect across all channels and through the entire customer lifecycle. Over 70% of ActiveCampaign’s customers use its 900+ integrations, including Microsoft, Shopify, Square, Facebook, and Salesforce. ActiveCampaign is one of only 17 products with over 10,000 positive customer reviews on G2.com, scoring higher in customer satisfaction than any other solution in Marketing Automation, CRM, and E-Commerce Personalization, and is the Top Rated Email Marketing Software on TrustRadius. Start a free trial at ActiveCampaign.com.

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 helps small teams power big businesses with the must-have platform for intelligent marketing automation. Customers from over 170 countries depend on ActiveCampaign’s mix of pre-built automations and integrations (including Facebook, Google, WordPress, Salesforce, Shopify, and Square) to power personalized marketing, transactional emails, and one-to-one CRM interactions throughout the 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 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 10,000 positive reviews. ActiveCampaign has also been named the Top Rated Email Marketing Software on TrustRadius. 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.

Vice President of Customer Success

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