We are seeking candidates who truly enjoy working with small and medium-sized customers and help them understand how the ActiveCampaign platform and tools can help them propel their business forward. If you are a problem-solver with a technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues to help them leverage their use of our products for maximum impact, are highly curious and love the intersection of technology and marketing, we'd love to talk to you.

In this role, you will work to remove barriers to customer retention and collaborate with the broader Customer Organization, as well as internal stakeholders in Sales, Finance and Billing, Technical Support and Product, to ensure customers can continue to grow their business on the platform. Your primary focus will be on revenue recovery to maximize retention and identifying expansion opportunities, all while creating a wow experience for our customers.

What your day could consist of:

• Collaborate with sales, customer success, and management to mitigate churn and contraction from customer support requests
• Respond to and resolve a high volume of customer account inquiries in a timely manner while providing exceptional customer service primarily through phone, but also chat and email
• Proactively identify improvements to the product, identify and reproduce bugs and otherwise determine high-impact opportunities to enhance the customer experience
• Communicate thoughtful, customized solutions that help at risk customers move forward and grow their business
• Work with management and internal teams to identify at-risk customers and develop playbooks to help mitigate potential churn
• Identify expansion opportunities while working with at risk customers or upon renewal to help drive retention efforts
• Actively contribute to the growth of the team by providing feedback, iterating on processes, and piloting new initiatives

What is needed:

• 2+ years of Customer Support, Success or Account Management experience
• Experience with renewals, contracts, or churn reduction a plus
• Experience partnering and building relationships with global teams to execute
• Strong negotiation and problem solving skills
• Ability to communicate clearly and effectively
• Excellent independent work and entrepreneurial in a constantly changing and frequently ambiguous environment
• Possess a strong technical aptitude and ability to master complex business and software topics

About ActiveCampaign:

We are a category-defining Customer Experience Automation Platform (CXA) that helps over 150,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 600+ pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful segmentation and personalization across social, email, messaging, chat, and text. 

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. You can find out more about our DEI initiatives here. 

As one of the fastest-growing SaaS companies in the world, 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 have been ranked #4 Best Place to Work on Built In Chicago in 2021, a best workplace for remote employees by Quartz and received recognition as a great place to work across all of our regions, and continue to be globally recognized for our employee-centric culture here.

Perks and benefits:

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:

-Comprehensive health and wellness benefits (including no premiums for employees on our HSA plan,  telehealth and tele-mental health, and access to the Calm app for mediation)

-Open paid time off

-Generous 401(k) matching with no vesting

-Generous stipend to outfit your remote office

-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

-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.