Customer Success Manager

Company Overview

ActiveProspect is the SaaS platform on a mission to make consent-based marketing the most scalable, efficient, and safest method for customer acquisition. 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 a dedicated and experienced Customer Success Manager to join our team. The ideal candidate will have a passion for building strong client relationships, a deep understanding of SaaS products, and a knack for problem-solving. As a Customer Success Manager, you will be the primary point of contact for our clients, helping them achieve their marketing compliance and lead performance goals using our software.

As a Customer Success Manager (CSM), your role during the onboarding process is critical in setting the foundation for our clients' success and satisfaction. Your responsibilities include:

1. Understanding Client Goals: Prioritize understanding the client's goals, expectations, and challenges during initial meetings and discovery sessions. Ensure alignment between client objectives and our solutions.
2. Customized Onboarding Plan: Collaborate with the implementation team to develop a customized onboarding plan tailored to the client's needs and timelines. Define key milestones, deliverables, and success criteria.
3. Stakeholder Communication: Serve as the primary point of contact for the client, maintaining proactive and transparent communication throughout the onboarding journey. Address questions, concerns, and provide regular updates on progress.
4. Training and Enablement: Facilitate training sessions to educate key stakeholders on our products, features, and best practices. Ensure clients are equipped with the knowledge and resources needed to effectively utilize our solutions.
5. Risk Mitigation and Issue Resolution: Anticipate potential risks or challenges during the onboarding process and take proactive measures to mitigate them. Promptly address any issues that arise, working closely with internal teams for resolution.
6. Setting Expectations: Manage client expectations regarding timelines, deliverables, and outcomes. Provide realistic projections while instilling confidence in our ability to deliver value and achieve their desired outcomes.
7. Feedback Collection: Gather client feedback at various stages of onboarding to identify areas for improvement and ensure a positive experience. Use feedback to refine processes and enhance future onboarding experiences.
8. Transition to Customer Success Phase: Prepare clients for the transition from onboarding to ongoing customer success management. Ensure a seamless handoff and alignment on post-onboarding objectives and support.

Relationship Management: 

As a Customer Success Manager (CSM), your role in relationship management is pivotal in fostering strong and enduring partnerships with our clients. Your responsibilities include:

1. Client Engagement Strategy: Develop and execute a proactive engagement strategy to nurture relationships with assigned clients. Understand their business goals, challenges, and preferences to tailor interactions effectively.
2. Regular Communication: Maintain regular communication with key stakeholders within client organizations. Schedule periodic check-ins, status updates, and strategic reviews to ensure alignment and address evolving needs.
3. Strategic Planning: Collaborate with clients to develop strategic success plans that outline mutual objectives, milestones, and success metrics. Continuously revisit and refine these plans based on client feedback and changing circumstances.
4. Issue Resolution: Serve as the primary escalation point for client concerns or issues. Facilitate prompt resolution by coordinating efforts across internal teams and ensuring timely communication and updates to clients.
5. Value Demonstration: Proactively identify opportunities to showcase the value of our products and services to clients. Provide insights and recommendations on how they can maximize their investment and achieve their desired outcomes.
6. Customer Advocacy: Advocate for client needs and priorities within our organization. Champion client success stories, feedback, and enhancement requests to relevant teams to drive continuous improvement and product development.
7. Renewal and Expansion Opportunities: Identify opportunities for contract renewals and expansion within existing client accounts. Collaborate with Sales to develop strategies and proposals that demonstrate our ongoing value and ROI.
8. Feedback Collection: Regularly solicit feedback from clients regarding their experiences, satisfaction levels, and areas for improvement. Use this feedback to inform proactive measures and strengthen client relationships.
9. Create Engaging Case Studies: Collaborate with our marketing team to transform collected data into engaging case studies. Highlight the client's journey, emphasizing how ActiveProspect's solutions contributed to their success and differentiated us from competitors.

As a Customer Success Manager (CSM), attending work conferences plays a crucial role in expanding knowledge, networking, and representing our organization. Your responsibilities include:

1. Preparation and Research: Conduct thorough research on the conference agenda, speakers, and attendees. Identify relevant sessions, workshops, and networking opportunities aligned with our customer success strategies.
2. Learning and Development: Actively participate in conference sessions to gain insights into industry trends, best practices, and innovative solutions. Share key learnings with the team to foster continuous learning and improvement.
3. Networking and Relationship Building: Engage proactively with industry peers, thought leaders, and potential partners to build professional relationships. Represent our organization positively and seek opportunities for collaboration or knowledge exchange.
4. Brand Ambassadorship: Promote our company's products, services, and values during interactions with conference attendees. Showcase our expertise and success stories to enhance brand recognition and credibility.
5. Knowledge Sharing: Upon return, share conference highlights, key takeaways, and actionable insights with colleagues. Collaborate with relevant teams to implement new strategies or initiatives based on conference learnings.
6. Follow-up and Implementation: Follow up with contacts made during the conference promptly. Initiate discussions on potential partnerships or collaboration opportunities identified. Implement action items or changes based on insights gained.
7. Feedback and Evaluation: Provide feedback to leadership on the value and impact of attending the conference. Recommend future conference attendance based on ROI, relevance, and strategic alignment with our business objectives.

• Experience: 5+ years of experience in a customer success, account management, or similar role, preferably in a B2B SaaS environment.
• Portfolio Management : Proven track record of managing 25-30 growing client relationships, preferably with Enterprise level clients 
• NRR Expansion Experience : Proven track record of identifying and closing upsell opportunities and/or working with sales team to increase NRR
• Industry Knowledge: Familiarity with marketing compliance and lead performance software is a plus.
• Communication Skills: Excellent verbal and written communication skills with the ability to convey complex concepts in a clear and concise manner.
• Problem-Solving: Strong analytical and problem-solving skills with a proactive and solution-oriented mindset.
• Customer-Centric: Passion for customer success and a genuine desire to help clients achieve their goals by delivering exceptional customer experiences
• Strategic Thinker: Ability to analyze data , draw insights, and make data-driven decisions
• Technical Aptitude: Comfortable with technology and able to quickly learn new software applications.
• Team Player: Ability to work collaboratively with cross-functional teams, including sales, product development, and support.

Benefits and Perks:

• Flexible work environment with a focus on work-life balance
• Competitive salary and benefits package including healthcare, dental, vision, and life insurance
• Retirement plan with company matching
• Regular team-building events and a global, remote-first company culture

ActiveProspect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

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