Company Overview
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 SummaryActiveProspect 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 DutiesLeadership & 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
