ActiveCampaign

Senior Manager, Customer Experience

ActiveCampaign

full-time

Posted on:

Origin:  • 🇨🇷 Costa Rica

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Salary

💰 CRC 32,000,000 - CRC 44,000,000 per year

Job Level

Senior

About the role

  • Own strategic direction for customer experience managers and translate company OKRs into tactical execution plans
  • Recruit, coach, and mentor Support Managers and specialists; foster high-performance culture and develop leaders
  • Lead integration of AI-driven solutions into support workflows for case deflection, agent assistance, and predictive support
  • Analyze performance data to identify friction and implement process improvements for global scale and efficiency
  • Partner cross-functionally with Support Operations, Enablement, Customer Success, Engineering, and Sales to advocate for customer needs
  • Act as primary escalation point for complex customer issues within the region and interface directly with key customers

Requirements

  • 5+ years leading customer support operations
  • At least 2+ years managing people leaders
  • Experience in a fast-growing B2B SaaS environment (preferred)
  • Strategic & analytical mindset with ability to translate business goals into measurable OKRs
  • Experience implementing or working with AI-powered tools and AI-driven support strategies
  • Proven track record building and scaling high-performing, customer-centric teams
  • Exceptional mentorship and coaching skills
  • Global business acumen and ability to operate across different time zones and cultures
  • Bias for action and ability to drive projects to completion
  • Background check required by ActiveCampaign