Senior Manager, Customer Experience
ActiveCampaign
Director of Customer Success
Newfold Digital
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $120,000 - $170,000 per year
Job Level
Lead
About the role
- Architect and execute cross-functional customer success strategies across the full lifecycle—from trial to conversion, activation, retention, and advocacy
- Oversee and lead a high-performing Customer Success team
- Design and lead comprehensive customer success programs that increase product adoption, customer retention, and lifetime value
- Translate insights from behavioral data, customer feedback, and journey mapping into targeted initiatives that improve onboarding, success, and upsell performance
- Partner with Product to shape the roadmap based on customer needs and recurring friction points
- Collaborate with Sales and Marketing to ensure smooth handoffs, align on upsell/cross-sell plays, and maximize retention through the renewal cycle
- Serve as the voice of the customer across the company—ensuring their needs are represented in strategic planning and operational decisions
- Explore and implement AI-powered solutions that drive scalable customer success outcomes—including proactive outreach, self-service enablement, and customer health scoring
- Establish and track success KPIs (activation milestones, renewal rate, customer success metrics) and deliver monthly business reviews and reporting to executive leadership
- Build scalable processes, playbooks, and systems to enhance the customer experience while improving internal efficiency, with clear attribution to revenue and churn prevention
Requirements
- 10+ years of experience in Customer Success, Retention, or Customer Experience roles
- At least 5+ years leading multi-functional teams in a digital-first environment
- Proven success operating in B2C, B2SB (small business), with a heavy emphasis on product adoption and customer lifetime value
- Familiarity with customer lifecycle management across subscription-based SaaS or hosting products
- Data-driven mindset: comfortable using insights to prioritize work and demonstrate ROI on CS investments
- Adept at building and scaling feedback loops between customer-facing teams and Product/Engineering orgs
- Prior exposure to AI or automation in customer support/success environments is a plus
- Clear communicator, inspirational leader, and strong collaborator across functions
