Director of Customer Success, ActiveCampaign
$160-220k
Customer experience automation
Be an early applicant
Customer experience automation
501-1000 employees
Be an early applicant
$160-220k
501-1000 employees
Company mission
To help businesses and organizations to automate their entire customer experiences.
Role
Who you are
- 8+ years of progressive leadership experience in Customer Success, including direct management of managers and oversight of cross-regional or multi-functional teams within a SaaS or tech-driven environment
- Proven track record of scaling Customer Success programs across diverse customer segments (SMB, mid-market, enterprise), with measurable impact on adoption, retention, and expansion outcomes
- Demonstrated success implementing AI and automation capabilities within customer-facing workflows—ideally including tools like predictive health scoring, AI-driven segmentation, or co-pilot-style enablement for customer-facing teams
- Expertise in customer journey design and lifecycle strategy, with a data-driven approach to personalization, onboarding, engagement, and long-term value realization
- Strong analytical and strategic mindset, with the ability to translate data and insights into scalable plays, prioritization frameworks, and customer-centric actions
- Deep experience in operational excellence, including team structure design, process optimization, playbook development, KPI tracking, and performance management
- Ability to lead and influence cross-functional initiatives—partnering closely with Product, Marketing, Sales, and Operations to advocate for customer needs, drive alignment, and support company-wide growth initiatives
- Fluency in scalable engagement models, including tech-touch, digital CS, and hybrid models that blend automation with human expertise
- Exceptional communication and leadership skills, with the ability to inspire and develop talent, foster accountability, and drive a high-performing, customer-obsessed culture
- Experience with customer success and data tools such as Totango and Looker is a strong plus, particularly in building health models, tracking performance, and delivering actionable insights
- Bachelor’s degree in Business, Marketing, or a related field is preferred, but not required. Advanced degrees (e.g., MBA) are a plus
What the job involves
- AI-Enabled Engagement: Champion the adoption of AI tools that surface actionable insights, automate workflows, and enable teams to proactively drive customer value at scale
- Shape the AI Strategy: Co-develop the long-term vision for how AI is embedded across the customer lifecycle—including segmentation, engagement models, team workflows, and customer insights. Partner with AI and operations teams to pilot, test, and refine new models of customer engagement
- Design for Scale: Own the evolution of scalable success models—combining human, digital, and AI-led approaches to support customers efficiently across segments, including unmanaged accounts
- Customer-Led Segmentation: Redefine customer segmentation strategies using AI-informed behaviors, product usage, and lifecycle needs—moving beyond traditional ARR tiers to enable personalized, data-driven engagement
- Retention & Growth: Define and execute strategies that deliver measurable outcomes across value realization, product adoption, and Net Revenue Retention (NRR), using product usage, health scores, and growth signals to identify both risk and opportunity
- Cross-Functional Collaboration: Partner with Product, Marketing, and Sales to deliver customer feedback, influence roadmap and go-to-market strategies, and align on success metrics and expansion motions
- Operational Design: Help shape the future-state Customer Success operating model—defining team structures, processes, and tools that support a digital-first, insight-driven approach to customer engagement
- Continuous Improvement: Drive operational rigor through forecasting, enablement, performance measurement, and iterative process improvements that scale impact and innovation
Our take
Marketing and CRM tools are essential to scale a business in the current landscape. Existing tools for optimizing engagement, scalability and data analytics have surged in popularity, but many solutions remain unaffordable for small businesses.
ActiveCampaign provides an integrated platform for email marketing, marketing automation and CRM with the focus on providing businesses with the ability to optimize customer experiences. The platform leverages machine learning and automation to increase the rate that its clients can scale their engagement levels, regardless of whether the user is running a small or large business.
Despite high-profile competitors, the company has found a gap in the market by providing an integrated and unified solution combining hundreds of tools. The platform is available as an entire package for enterprises, but smaller companies can opt for cheaper and streamlined tool kits. In 2022, ActiveCampaign announced the implementation of over 400 customer ideas into its product. It has also partnered with ActiveEngine, the first ActiveCampaign-only agency, to enable businesses to make better discovery calls and close more deals. With the 2024 opening of a hub in Krakow, it is further expanding its European footprint.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-18% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2021
$240m
SERIES C
Jan 2020
$100m
SERIES B
Total funding: $360m
Company benefits
- Mac computer, modern apps, and access to a $250 quarterly WFH stipend, as well as regional Hubs that serve as a central meeting space.
- Open PTO, the ability to work remotely, a sabbatical program, and flexibility in your work schedule.
- Access to the Calm meditation app, the Modern Health coaching app, and telemedicine support for mental health.
- Equity for all employees to help create alignment and an ownership mindset across all team members as we grow.
- Access to 1:1 sessions with career coaches, and Udemy subscriptions.
- Generous 401K matching that have no wait or vesting requirements.
- Dedicated Employee Resource Groups for moms, dads, and parents, manager training to better support working parents, and flexible working schedules to make parenting during remote work a bit less stressful.
- Dedicated career development conversations and regular salary reviews.
- Full medical, dental, and vision, and pay 100% of your premiums for the HSA plan.
- Stay connected with teams around the globe through digital outings & trainings, an automated coffee roulette program, and biannual team kickoffs.
- Donation matching and 3 days of Volunteer Time Off for all employees every year. We also make it easy to participate in local elections by giving employees the day off.
Company HQ
Chicago Loop, Chicago, IL
Leadership
Jason VandeBoom
(CEO)Jason founded ActiveCampaign in January 2003 as CEO. They have worked there ever since, alongside being a Future Founders Board Member since February 2020.
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