ActiveCampaign's category-defining Customer Experience Automation Platform (CXA) helps over 150,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 500+ pre-built automations that combine email marketing, marketing automation and CRM for powerful segmentation and personalization across social, email, messaging, chat and text. Over 100,000 of ActiveCampaign's customers use its 850+ integrations including Microsoft, Shopify, Square, Facebook, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in Marketing Automation, CRM, and E-Commerce Personalization on G2.com and is the Top Rated Email Marketing Software on TrustRadius. Pricing starts at just $9/month. Start a free trial at ActiveCampaign.com.

As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. If this matches your goals and interests, we hope you consider joining our team!

As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 150,000 today to millions.

We are seeking a talented Retention Manager to develop and build a team focused on customer retention within the Support department. This person will oversee a team of Support Specialists focused on developing and managing customer retention strategies. The Retention Manager will contribute to the development of a world-class Support team that ensures our customers achieve desired outcomes through the adoption and interaction of ActiveCampaign’s software and people. The ideal candidate has a strong background in product support and customer retention strategies. Candidates must be highly motivated, possess outstanding communication skills and be willing to work in a fast-paced, dynamic and growing environment. The Retention Manager draws on their experience so they can coach direct reports, develop a retention playbook and utilize experience working cross-functionally to escalate feedback, evaluate workflow processes and work with various operational toolsets. This position reports to the Sr. Manager, Product Support, and works closely with the Global Director of Product Support.

What your day could consist of:

• Manage a team of Product Support Specialists overseeing the communication and retention strategy for unowned accounts 
• Promptly respond with a sense of urgency to assist specialists in overcoming live retention roadblocks
• Develop a retention playbook to share best practices and strategies for Support and Success team members interacting with customers 
• Train internal team members on new retention strategies utilizing best practices and data to support retention team goals and metrics
• Establish clearly defined team and individual performance goals and communicate those to team members through 1-on-1 meetings and performance planning/review sessions
• Identify operational performance opportunities and develop improvement plans
• Partner with internal teams (Product Solutions, Success, Education, Engineering, etc) leaders and stakeholders to escalate customer-impacting issues
• Work closely with regional leadership to drive bottom-line results and execute on the vision of Support.
• Track various productivity and performance standards to ensure that daily, monthly, and quarterly goals are achieved (CSAT, Pace, QC, etc.)
• Use data to gather insights and build strategies to address customer and business needs

What is needed:

• 2+ years experience in leading customer-facing support teams in a SaaS environment
• 4+ years of retention experience on customer-facing phone/chat/email support
• Great people management skills
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• International customer-facing experience preferred
• Experience driving projects to improve support-related processes
• Proven track record of effectively working with other departments within the organization to align strategies, remove roadblocks, and develop efficiencies that enhance the customer experience
• Strong planning, process, and analytical skills; a driver around the use of data to make decisions
• Innovates and develop new ways to achieve high levels of customer loyalty
• Ability to work on a global scale with an appreciation for a variety of cultures and a general understanding of how business is conducted in key locations throughout the world
• A strategic thinker, able to come up with out-of-the-box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics.
• Prior experience in but not limited to Zendesk, Zapier, JIRA, Slack, CloudApp, and TextExpander

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include our comprehensive health and wellness benefits (including no premiums for employees on our HSA plan, tele-health and tele-mental health, and access to the Calm app for mediation), open paid time off, generous 401(k) matching with no vesting, a generous stipend to outfit your remote office, and a focus on career growth including access to personal and professional coaching. We take a proactive approach to diversity and inclusion and offer parental leave, career pathing, and support employees’ ongoing learning and development through Udemy and access to life coaches via Modern Health. We also offer cool swag.

ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.

Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members. 

Start with trust

Make the customer a hero

Cultivate inclusion & diversity

Iterate everything, always

Create WOW

Pursue growth with gratitude

Visit here to learn about perks and benefits at ActiveCampaign and see our values in action.