Activecampaign

Vice President of Customer Success

Job Description

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)

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