Senior Manager, Customer Experience

📋 Description

• • Own the strategic direction for all customer experience managers across the Heredia hub, translating ActiveCampaign’s global Objectives and Key Results (OKRs) into a tactical execution plan that drives measurable impact on customer satisfaction, retention, and expansion.
• • Recruit, coach, and mentor a high-performing team of Support Managers and specialists, embedding a culture of continuous feedback, psychological safety, and professional growth that develops the next generation of leaders within a fast-growing B2B SaaS environment.
• • Champion and operationalize an AI-first support strategy, identifying high-impact opportunities for case deflection, agent assistance, and predictive support; partner with Engineering and Data Science to deploy AI-powered tools that directly improve CSAT, first-response time, and cost-per-contact.
• • Act as the catalyst for continuous improvement by analyzing performance data, customer journey analytics, and voice-of-customer insights; design and implement updated processes, SLAs, and best practices that eliminate friction and enable global scale across 185,000+ customers.
• • Serve as the primary escalation point for complex, high-stakes customer issues in the region, interfacing directly with key accounts to resolve challenges while building scalable systems—such as knowledge bases, playbooks, and proactive alerts—to prevent future escalations.
• • Influence product roadmaps and process enhancements by presenting data-driven insights to global directors in Support Operations, Enablement, Customer Success, Engineering, and Sales; ensure the customer’s voice is represented in every strategic decision.
• • Drive operational excellence through rigorous performance management, weekly business reviews, and quarterly OKR retrospectives; hold teams accountable to ambitious KPIs while celebrating wins and iterating quickly on misses.
• • Foster cross-functional collaboration across time zones, working closely with counterparts in North America, EMEA, and APAC to ensure a seamless, 24/7 customer experience that reflects ActiveCampaign’s inclusive, multicultural values.
• • Lead change management initiatives during periods of rapid growth, new product launches, and organizational transformation; communicate vision clearly, manage resistance, and maintain team morale through transparent, empathetic leadership.
• • Represent ActiveCampaign externally at customer advisory boards, industry events, and partner forums, sharing best practices and gathering market intelligence that informs future CX innovations.
• • Ensure compliance with global security, privacy, and quality standards, partnering with Legal and InfoSec to maintain SOC 2, GDPR, and ISO certifications while safeguarding customer data.
• • Contribute to the evolution of ActiveCampaign’s employer brand by mentoring Employee Resource Groups (ERGs), participating in DEI initiatives, and championing equitable hiring and promotion practices across the region.