Senior Manager, Customer Experience

ActiveCampaign is the leader in Customer Experience Automation (CXA), empowering over 185,000 businesses to meaningfully engage with their customers. We are seeking an experienced and visionary Senior Manager, Customer Experience, to build and lead our customer-facing teams. 
This is a key leadership role for a strategic leader of a world-class support organization. You will be responsible for driving team performance against ambitious Objectives and Key Results (OKRs) and championing an AI-first strategy to deliver unparalleled customer value and operational excellence. This role is critical to scaling our global support function and requires a deep partnership with global directors on strategic planning and execution.

On a typical day, you might:

• Strategic Leadership & OKR Execution: Own the strategic direction for customer experience managers, ensuring all initiatives, workflows, and performance management are rigorously aligned with company-wide OKRs. You will translate high-level objectives into a tactical execution plan for your teams.
• Building High-Performing Teams: Recruit, coach, and mentor a team of  Support Managers and specialists. You will foster a culture of high performance, continuous feedback, and professional growth, developing the next generation of leaders at ActiveCampaign.
• Championing an AI-First Approach: Lead the charge in integrating AI-driven solutions into our support workflows. You will identify opportunities to leverage AI for case deflection, agent assistance, and predictive support, directly tying these initiatives to key efficiency and customer satisfaction metrics.
• Driving Continuous Improvement: Act as a catalyst for change, constantly analyzing performance data to identify and eliminate friction in the customer journey. You will design and implement updated processes and best practices that enable global scale and efficiency.
• Cross-Functional Collaboration & Influence: Serve as a key stakeholder and partner to global leaders across Support Operations, Enablement, Customer Success, Engineering, and Sales. You will act as a powerful advocate for our customers' needs, using data-driven insights to influence product and process improvements.
• Operational Excellence & Escalation Management: Act as the primary point of escalation for complex customer issues within the region. You will interface directly with key customers to resolve challenges while building scalable systems to prevent future escalations.

The ideal candidate will bring:

• Proven Leadership Experience: 5+ years leading customer support operations, with at least 2+ years managing people leaders, preferably within a fast-growing B2B SaaS environment.
• Strategic & Analytical Mindset: A demonstrated ability to think strategically, translate business goals into measurable OKRs, and use data to drive decisions and operational improvements.
• Passion for AI and Innovation: A strong understanding of the role AI can play in a modern customer experience organization. You have experience implementing or working with AI-powered tools and strategies to enhance support delivery.
• Track Record of Building Excellence: You are an inspirational leader known for building and scaling high-performing, customer-centric teams. You have a proven history of exceeding performance targets.
• Exceptional Mentorship Skills: A genuine passion for developing talent. You are a hands-on mentor who provides constructive feedback and creates opportunities for your team members to grow.
• Global Business Acumen: Experience working within a global organization, with an appreciation for diverse cultures and the ability to operate effectively across different time zones.
• Bias for Action: You thrive in a dynamic, fast-paced environment and are skilled at navigating change while driving projects to completion.

For this position, a background check is required by ActiveCampaign, therefore, by submitting your information for this position you agree to approve, if required, the background check

₡32,000,000 - ₡44,000,000 a yearCompensation details listed in this posting reflect the base rate only and do not include bonus, equity, sales incentives, or other role-specific compensation that the role may be eligible for. ActiveCampaign believes in and is committed to equitable compensation practices. The salary range provided above is a good-faith estimate of the pay range determined by the location associated with the job posting. The actual salary depends on a candidate’s skills, experience, and work location.About ActiveCampaign:ActiveCampaign is an AI-first, end-to-end marketing platform for people at the heart of the action. It empowers teams to automate their campaigns with AI agents that imagine, activate, and validate–freeing them from step-by-step workflows and unlocking limitless ways to orchestrate their marketing.
With AI, goal-based automation, and 950+ app integrations, agencies, marketers, and owners can build cross-channel campaigns in minutes–fine-tuned with billions of data points to drive real results for their unique business.
ActiveCampaign is the trusted choice to help businesses unlock a new world of boundless opportunities–where ideas become impact and potential turns into real results.
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. 
Perks and Benefits:At ActiveCampaign, we prioritize employees’ well-being and professional growth by cultivating a culture centered on collaboration and innovation. When you join our team, you’ll not only have the opportunity to make a significant impact, but also enjoy a range of benefits tailored to support your personal and career development. 
Here are some of the benefits we offer:-Comprehensive Health & Wellness: Top-tier benefits package that includes medical and dental benefits paid 100% by ActiveCampaign for you and your dependents, complimentary access to telehealth services, and a free subscription to Calm.-Growth & Development: Access to LinkedIn Learning, professional development programs, and career growth opportunities in a fast-growing organization.-Generous Paid Time Off: Recharge and take the time you need to maintain work-life balance.-Total Rewards: In-office meal and transportation perks, home office stipend to cover at-home workspace expenses, and a four-week paid sabbatical with bonus after five years.-Collaborative Culture: Work alongside brilliant, passionate colleagues in an environment that values innovation, teamwork, and mutual support.
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, ethnicity sexual orientation, marital status, political opinion, national origin, social origin, parentage, workers union membership, economic status, religion, age,  health condition, disability  or any other grounds 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.
For this position, a background check is required by ActiveCampaign. Therefore, by submitting your information for this position you agree to approve, if required, the background check.