Customer Success Manager (Performance Marketing)

Company Overview

ActiveProspect is on a mission to make consent-based marketing the best channel for online customer acquisition. We provide marketers the products they need to acquire qualified customers at scale. Our platform is trusted by thousands of companies engaged in direct-to-consumer marketing, helping them save wasted spend, comply with ever-changing regulations, and manage a constantly evolving partner landscape. Our flagship product, TrustedForm, is used to certify over 1 billion opt-in digital customer leads every year and is the gold standard for documenting prior express written consent for TCPA compliance.

Job Summary

We are seeking a results-driven Customer Success / Account Manager with experience in lead generation, performance marketing, or marketing technology. This role will serve as a strategic advisor to partners and customers, helping them optimize lead generation performance, improve lead quality, navigate consent, compliance requirements, and achieve measurable business outcomes.

The ideal candidate brings a strong understanding of the lead generation ecosystem, including lead acquisition, distribution, consent capture, and performance analytics. They are comfortable managing relationships with lead generators, aggregators, publishers, buyers, and agencies and can translate customer needs and performance data into actionable recommendations that drive retention, growth, and long-term success.

Responsibilities:

Strategic Relationship Management & Relationship Building

- Manage a portfolio of accounts that includes both Tier 1 and Tier 2 partners & customers
- Build and nurture long-term, multi-threaded relationships with multiple key stakeholders per account, including decision-makers and champions. 
- Conduct strategic reviews throughout the year for accounts, aligned to customer goals and KPIs
- Become a subject matter expert in your client’s business models, industry dynamics, and evolving needs.

Platform Adoption & Value Delivery

- Ensure clients realize ROI by monitoring platform usage using internal tools (Omni, Salesforce, etc.) and aligning to strategic outcomes. 
- Deliver enablement check-ins, user audits, or training sessions tailored to customer tier and needs.
- Identify and proactively address friction points or risk signals through tailored action plans.
- Collaborate with Customer Marketing to deliver targeted content and campaigns to support adoption.

Account Growth & Retention

- Own renewals and close upsell/cross-sell opportunities for assigned accounts.
- Create and maintain success plans that inform commercial strategy and account health. 
- Forecast renewals and expansion with accuracy and communicate status proactively.

Cross-Functional Collaboration & Leadership

- Partner closely with Sales, Implementation, Support, and Product teams to ensure a seamless customer experience.
- Share client feedback and feature requests with Product and Engineering to help influence the product roadmap and improve the customer journey.

- Maintain accurate and up-to-date records of customer information and interactions in CRM and customer success platforms (e.g., Salesforce).

- Contribute to team playbooks, onboarding content, and best practices based on enterprise account experience.
- Mentor CSMs and share enterprise relationship-building expertise across the CS team.

Qualifications and Skills

- 8+ years of experience in Customer Success, Account Management, or Client Services within lead generation, performance marketing, marketing technology, or a lead marketplace.
- Demonstrated experience managing relationships with lead generators, aggregators, publishers, lead buyers, or marketing agencies.
- Strong understanding of lead acquisition, lead routing, lead distribution, data quality, and performance reporting.
- Experience managing lead quality and distribution challenges, including buyer requirements, lead rejections, duplicates, response times, lead scoring, and conversion optimization.
- Working knowledge of consumer consent capture, documentation, disclosures, and compliance-related workflows, including the ability to collaborate with legal and compliance teams on regulatory matters.
- Strong analytical skills with experience leveraging lead volume, acceptance rates, conversion rates, CPL, revenue per lead, and source performance to drive customer success and identify growth opportunities.
- Proven ability to build strong customer relationships, manage competing priorities, and translate business objectives into actionable strategies.
- Strong communication, problem-solving, and cross-functional collaboration skills.
- 25% travel required.

Benefits and Perks

- A collaborative work environment with the freedom and opportunities of a startup culture
- A global, remote-first company that encourages occasional team get-togethers
- Life and work balance
- Flexible vacation time
- Retirement plan matching up to 3% of your salary
- Varied options for health, dental, vision, disability and life insurance

ActiveProspect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.