Strategic Customer Success Manager

As a Strategic Customer Success Manager, you will be responsible for managing a portfolio of our most valuable customers, driving adoption, expansion, and retention by understanding their business needs and helping them succeed. The ideal candidate should be collaborative, accountable, results-driven, and empathetic. They must possess a strong commercial mindset and demonstrate business acumen, especially when crafting and negotiating commercial agreements. <h3>What your day could consist of:</h3> <ul> <li>Foster long-term customer relationships, understand their business objectives, develop tailored success plans to enhance product usage with ActiveCampaign, and cultivate customer advocates for testimonials, case studies, and referrals.</li><li>Proactively engage with customers, regularly conduct business reviews, identify improvement areas, and offer expansion recommendations.</li><li> Adopt a consultancy approach, leveraging deep product expertise to guide and advise customers on optimising their marketing processes.</li><li>Demonstrate business acumen in Account Planning by evaluating economic, industry, and company-specific factors with a focus on customer needs.</li><li>Identify and map key stakeholders in various accounts to assess and fortify the strength of these relationships.</li><li>​​Use data-driven insights to develop and support upselling investment and to identify and close up-sell opportunities to drive growth.</li><li>Develop and implement Customer Retention &amp; Expansion strategies to increase the Net retention of your book of business, aligning with the monthly revenue targets.</li><li>Monitoring customer health metrics, proactively identifying potential risks, and using creative problem-solving to find resolutions.</li><li>Owning the account renewals for your book of business. </li><li>Maintaining comprehensive records in the CRM, including detailed notes, data entries, and forecast information.</li><li>Proactively address customer issues by liaising with support, product, and engineering teams for swift resolution, and relay customer feedback internally for ongoing product enhancement.</li></ul> <h3>What we're looking for:</h3> <ul> <li>3+ years experience in customer success, sales or account management roles, in a SaaS company.</li><li>Ability to perform in a fast-paced, high-intensity deadline-oriented work environment</li><li>Possess a strong business acumen, with critical thinking ability to deliver positive results for your customers that support their business outcomes.</li><li>Ability to autonomously detect and reduce risk, and hold yourself accountable and responsible for your book of business.</li><li>Track record of identifying and closing expansion opportunities with your book of business. </li><li>Ability to interpret data to provide actionable improvements for your customers </li><li>Ability to build rapport and trust with key stakeholders, including executive and C-Suite level, with a focus on customer satisfaction and business growth.</li><li>Results-driven mentality with a bias for speed and action</li><li>An ability to work cross-functionally to resolve customer business issues and work toward mutual goals.</li><li>Ability to manage multiple accounts and prioritize tasks effectively with great attention to detail</li><li>Technical expertise, ability, and appetite to acquire knowledge of new products. </li></ul>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. <br/>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 <a href="https://www.activecampaign.com/about/diversity-equity-inclusion">here</a>. <br/>ActiveCampaign holds the highest customer satisfaction rating among Marketing Automation, E-Commerce Personalization, Landing Page Builders, and CRM solutions on <a href="https://www.g2.com/products/activecampaign-for-marketing/reviews"><u>G2.com</u></a> 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 <a href="https://www.activecampaign.com/"><u>ActiveCampaign.com</u></a>.<br/>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 <a href="https://www.activecampaign.com/about/career