ActiveProspect is an Austin-based marketing SaaS company that provides real-time lead optimization and compliance solutions for companies engaged in online lead generation. We give companies the insight and control to take real-time action on their leads. Our suite of products (LeadConduit, TrustedForm and SuppressionList) are used to filter out unwanted leads, document consent for TCPA compliance, and improve conversion rates. We’ve proudly processed over 2B leads for well known brands across a variety of industries.
ActiveProspect is seeking a Team Lead for our Client Success team who is passionate about the success of our customers and has a strong track record managing enterprise clients at a SaaS company. This role will lead a team of 4-6 Client Success Managers, while also taking the lead on several marquee accounts within the division. You will be responsible for retaining and growing existing customer accounts, building the overall account strategy playbooks, creating and teaching best practices, developing executive relationships with customers, helping create Client Success stories, increasing product adoption and identifying key risk criteria.
Responsibilities and Duties
Customer Lifecycle. Understand customer objectives and coach them on how they can leverage our products and industry connections to achieve their goals. Create new processes to ensure we’re teaching customers best practices to help them achieve their business objectives.
Revenue. Work diligently to retain and increase revenue from existing clients. Navigate customer organizations for new business opportunities, while working closely with Sales.
Solution Handler. Translate customer business objectives and requirements into specific recommended product configurations and integrations, working with the Product Delivery team to ensure that these solutions are implemented.
Problem Solver. Resolve customer problems by rolling up your sleeves, diving in and figuring out a solution. Provide technical solutions, product guidance, and best practices.
Customer Satisfaction. Be the customer advocate to help ensure the voice of the customer is heard and understood. Investigate and optimize the customer journey to shorten future customer acquisition cycles.
Product and Industry Expert. Drive adoption of new ActiveProspect products and features, understanding the problems our customers are trying to solve. Ensure all customers are educated about our capabilities, products, and expertise.
Collaborate. Work closely with the rest of the Sales team, Marketing, Product Development and Product Delivery Teams to provide continuous feedback on areas for improvement to the overall customer experience.
Metrics. Works closely with Business Operations & Finance teams to ensure client-related KPIs are tracked and reported on timely and accurately. This includes revenue and logo churn, revenue forecasting, and portfolio efficiency.
Networking. Attends industry and vertical specific trade shows and events in order to build deeper relationships with customers and to help with the company's overall brand awareness initiatives.
Mentor. Lead, mentor and develop the Client Success team. Serves as day-to-day go-to person for problem solving and conflict resolution/escalation.
Recruit. Develop the success criteria for a highly functioning Client Success team and assist leadership in hiring as the business continues to expand.
Qualifications and Skills
6+ years in a Client Success, Account Management or similar role for an enterprise SaaS company or marketing technology.
Bachelor’s degree or equivalent experience is preferred.
Experience growing and managing a Client Success team required.
Strong ability to communicate value propositioning for enterprise SaaS technology.
Ability to show consistent achievement of revenue retention and upsell goals.
Excellent organizational skills and ability to manage multiple simultaneous projects and resources.
Strong analytical skills with an aptitude for translating customer feedback and data into actionable plans.
Displays a positive attitude and looks for the winning solution for our clients and our team. Shows initiative for learning by seeking out answers to daily business and technical challenges.
Metric-driven, success-driven, passionate, go-getter attitude, willing to work within a team environment & flexible.
Excellent listener with a proven record of identifying customer pain points, uncovering additional sales opportunities, and showing empathy to those you work with.
Benefits and Perks
A financially stable company, with the freedom and opportunities of a startup culture
Flexible work schedule
Flexible vacation time
Live Music Capital Holiday
Beautiful office space in Hyde Park (close to Central Market and Hyde Park Gym)
Retirement plan matching up to 3% of your salary
Health, dental, vision and disability insurance
Fun office environment with premium coffee, snacks, some lunches, and kegerator provided.
ActiveProspect is an Equal Opportunity Employer