Company Overview

ActiveProspect is the 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 Client Success who is results-oriented and passionate about ensuring the success of our clients. As our client’s leading voice, this role will drive customer outcomes, define and optimize the customer lifecycle, and manage the success activities. The VP will own the client’s lifecycle and client’s satisfaction, ensuring maximum value throughout onboarding, implementation, training, support, client management, renewals, advocacy, and maximizing product adoption. 

The VP of Client Success will partner closely with the VP of Sales to identify global cross-sell and upsell opportunities that led to net negative revenue churn. Reporting to the COO/CFO, you will have the opportunity to work closely with C-Level Executives and cutting edge technology to help us on our vision to be the SaaS platform for consent-based marketing.

Responsibilities and Duties

• Build scalable client success processes to ensure success during all phases of a customer’s lifecycle pre and post-contract signature to reduce churn and increase product adoption. 
• Ultimate ownership of Client Success Manager’s outcomes including adoption, health score, retention revenue, renewal rate, churn rate and advocacy.
• Coach CSMs to actively identify upsell and cross-sell opportunities.
• Optimize effectiveness by leveraging data and technology to proactively measure, monitor, and predict client behavior.
• Implement an individual and team development strategy, including coaching, training, mentoring, career development, and performance management.
• Be a key partner and strategist with our product team to ensure our product strategy is delivering to the current and future needs of our clients.
• Evaluate risk drivers across products to make strategic decisions & align resources across teams.
• Partner with the Business Operations team to ensure appropriate systems and automation are put in place to maximize efficiency in a global environment.  
• Champion client priorities with senior leadership; Collaborate and communicate with product and engineering to influence client success initiatives within the product roadmap
• Coach CSM’s to ensure the following are carried out to meet customer goals: onboarding, training and support
• Encourage customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.

Qualifications and Skills

• 7+ years of experience leading global teams in customer-facing capacity (Account Management, Client Success, Implementation, Support)
• 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.

 Benefits and Perks

• A financially stable company, with the freedom and opportunities of a startup culture
• Flexible work schedule
• Flexible vacation time
• Live Music Capital Holiday
• 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