ActiveProspect is the leading SaaS platform for consent-based marketing. Our comprehensive product suite empowers companies across industries to take real-time action on their leads, protect themselves from litigation by documenting proof of consent, and save money by providing new levels of data insights and control.
Our mission is to make consent-based marketing the best channel for customer acquisition.
Job Summary
ActiveProspect is seeking an enterprise VP of Customer Success who is results-oriented and passionate about ensuring the success of our customers. As the leading voice of the customer, this role will drive customer outcomes, define and optimize the customer lifecycle, and manage organizational success activities. Reporting to the Chief Revenue Officer, the VP of Customer Success will own our customer lifecycle and customer satisfaction, ensuring maximum value throughout onboarding, implementation, training, support, customer management, renewals, advocacy, and maximizing product adoption. The successful candidate will be responsible for driving customer satisfaction, retention, and growth by ensuring our clients achieve their desired outcomes using our products and services.
Responsibilities and Duties
Leadership & Strategy:
Develop and execute a comprehensive customer success strategy aligned with company goals and objectives
Lead, mentor, and scale a high-performing customer success team, fostering a customer-centric culture
Collaborate with executive leadership to define and measure key performance indicators (KPIs) for customer success
Customer Relationship Management:
Build and maintain strong relationships with key clients, acting as a trusted advisor and advocate for their needs
Oversee the onboarding process for new customers, ensuring a smooth and effective transition
Implement strategies to enhance customer engagement, satisfaction, and loyalty
Operational Excellence:
Drive operational efficiencies within the customer success department through process improvements and technology utilization
Monitor and analyze customer feedback and metrics to identify areas for improvement and implement corrective actions
Ensure the customer success team provides timely and effective support, addressing customer issues and escalations promptly
Collaboration & Communication:
Work closely with the sales, product, and marketing teams to align efforts and drive customer success initiatives
Provide regular updates and insights to the executive team on customer success metrics, achievements, and challenges
Represent the voice of the customer within the organization, advocating for product enhancements and new features based on customer feedback
Growth, Retention & NRR:
Develop and implement strategies to drive customer retention and reduce churn rates
Focus on maximizing Net Revenue Retention (NRR) through proactive customer engagement, upselling, and cross-selling initiatives
Track and report on customer success metrics, including renewal rates, net promoter scores (NPS), customer satisfaction scores (CSAT), and NRR
Analyze data to understand customer health, predict churn risk, and develop targeted interventions to retain customers
Qualifications And Skills
Bachelor’s degree in Business, Marketing, or a related field; MBA preferred
10+ years of experience leading global teams in customer-facing capacity (Account Management, Customer Success, or related roles within the SaaS industry)
Proven Executive-level experience in an enterprise B2B customer success role with a fast-paced SaaS organization. SaaS experience required
Experience scaling organizations to $60M+ ARR in a global setting
Success in hiring, developing, and coaching both individual contributors and managers
Experience with SFDC and Gainsight preferred.
Experience in Lead Generation preferred
Demonstrated ability to think strategically and execute tactically
Strong problem-solving skills and a customer-focused mindset
Strong analytical skills with the ability to leverage data to drive decision-making
Benefits and Perks
A financially stable company, with the freedom and opportunities of a startup culture
Flexible work schedule
Flexible vacation time
A remote-friendly culture with monthly virtual happy hours and team-building events
Retirement plan matching up to 3% of your salary
Health, dental, vision, disability and life insurance
ActiveProspect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace
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Seniority level
Executive
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Internet Publishing
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