ActiveProspect

Customer Success Manager

• The Senior Customer Success Manager (Sr. CSM) serves as a trusted advisor and strategic partner to a high-value portfolio of customers. As we mature into our evolving segmentation model, Sr CSMs will manage a blended book of high-touch Tier 1 and mid-touch Tier 2 accounts based on vertical alignment and account complexity. This role blends strategic account planning, enterprise relationship building, technical enablement, and commercial execution. The ideal candidate is consultative, data-savvy, and experienced in managing executive relationships across complex, multi-threaded organizations. They will tailor solutions to client growth potential and goals and collaborate cross-functionally to deliver business outcomes.
• Responsibilities: Strategic Relationship Management & Relationship Building Manage a portfolio of accounts that includes both Tier 1 customers and Tier 2 customers. Build and nurture long-term, multi-threaded relationships with multiple key stakeholders per account, including decision-makers and champions. Conduct quarterly strategic reviews for Tier 1 accounts and semi-annual account reviews for Tier 2 accounts, aligned to customer goals and KPIs Lead at least one on-site client visit per year for each Tier 1 account where applicable. Become a subject matter expert in your client’s business models, industry dynamics, and evolving needs. Platform Adoption & Value Delivery Ensure clients realize ROI by monitoring platform usage using internal tools (Omni, Salesforce, etc.) and aligning to strategic outcomes. Deliver enablement check-ins, user audits, or training sessions tailored to customer tier and needs. Identify and proactively address friction points or risk signals through tailored action plans. Collaborate with Customer Marketing to deliver targeted content and campaigns to support adoption. Account Growth & Retention Own renewals and close upsell/cross-sell opportunities for assigned accounts. Create and maintain success plans that inform commercial strategy and account health. Forecast renewals and expansion with accuracy and communicate status proactively. Cross-Functional Collaboration & Leadership Partner closely with Sales, Implementation, Support, and Product teams to ensure a seamless customer experience. Share client feedback and feature requests with Product and Engineering to help influence the product roadmap and improve the customer journey. Maintain accurate and up-to-date records of customer information and interactions in CRM and customer success platforms (e.g., Salesforce). Contribute to team playbooks, onboarding content, and best practices based on enterprise account experience. Mentor CSMs and share enterprise relationship-building expertise across the CS team.

Senior Customer Success Manager – Insurance

Product Marketing

• Senior Product Marketing Manager, Enablement and Pricing to join our growing Product Marketing team. This role centers on empowering the go-to-market (GTM) teams with effective collateral and training, driving competitive differentiation through packaging and pricing strategy, and collecting customer feedback to influence product direction. This is a highly cross-functional role where you’ll work closely with product management, sales, customer success, and marketing to ensure that our products are successfully positioned in the market and understood internally. You will also collaborate closely with a peer Product Marketer who leads Product Launch & Messaging initiatives. Responsibilities: Sales Enablement & Field Support • Develop, manage, and maintain a comprehensive suite of sales enablement materials (e.g., pitch decks, one-pagers, battlecards, customer-facing presentations). Train sales and customer-facing teams on new products, features, and messaging. Lead enablement sessions and own the feedback loop to continuously improve tools and materials. Partner with Sales and Customer Success to support strategic deals and prospect conversations with roadmap insights and product expertise. Customer & Market Insights Conduct customer interviews and collaborate with Customer Success and Sales to identify insights that inform messaging, pricing, and product roadmap. Act as the voice of the customer in internal strategy sessions. Represent ActiveProspect in customer meetings, roadmap discussions, and feedback loops. Pricing & Packaging Strategy Lead and drive the development and iteration of pricing and packaging frameworks across our suite of products. Collaborate with Product, Marketing, Sales, and Finance to evaluate pricing experiments, run research, and deliver data-backed recommendations. Ensure pricing aligns with customer value, competitive landscape, and company revenue goals. Analyst Relations & Competitive Intelligence (Bonus) Contribute to analyst briefings, market reports, and coordinate responses to analyst questionnaires and RFPs. Conduct competitive analysis and synthesize learnings into actionable strategies.

Senior Customer Success Manager – Insurance

Senior Product Marketing Manager, Enablement & Pricing