Location: Home based with frequent travel to meet customers and regular trips to ActiveOps offices or other locations for team meetings and events
Salary: DOE + Benefits
Job type: Full-time
Reporting to: Customer Success Director
The Role
Customer Success Partners are responsible for achieving positive Net Revenue Retention by driving value realisation, product adoption, customer health, and advocacy. CSPs ensure customers achieve their objectives and realise ongoing benefits from ActiveOps solutions, protecting existing revenue and identifying opportunities to deepen and grow customer relationships.
A CSP works alongside a Customer Success Director (CSD) on Strategic accounts, supporting senior leader engagement and owning operational delivery. They are expected to work closely with senior leaders (functional heads, department heads) and Centre of Excellence (CoE) teams. Through their expertise, actions, and behaviours, CSPs build trusted relationships with customer stakeholders and use these relationships to identify opportunities for growth. They ensure decision makers and influencers understand the value delivered, connect this to their business goals and view ActiveOps’ solutions as a key part of their technology ecosystem.
Responsibilities
The CSP positively influences NRR through four leading objectives: Deepen, Renew, Grow, and Promote.
Deepen
- Help customers achieve their goals and realise ongoing benefits from ActiveOps
- Deliver regular customer touchpoints and Business Reviews to review progress against objectives and demonstrate value realised
- Drive feature adoption and usage to achieve and maintain target account health and adoption scores
- Use data and insights to identify performance issues and support customers in implementing corrective actions
- Keep stakeholders informed of new features, deliver demos of new functionality and create opportunities for upsell and expansion
Renew
- Drive renewal conversations and support successful renewal execution
- Ensure key stakeholders in the renewal process understand the value delivered by ActiveOps and how this connects with their business goals
- Ensure that budget is provided within the customer’s business plan for targeted upsell, expansion and price increase on renewal
- Support timely renewal completion with no loss of ARR due to perceived lack of value
- Work with Commercial Account Managers to navigate the renewal process effectively
Grow
- Identify opportunities to expand the customer relationship
- Identify growth opportunities and log in Dynamics (new products, additional users, professional services); work with the CSD and Sales to influence key decision makers
- Use customer relationships to identify opportunities and open doors for further SaaS and services revenue
- Engage Sales to progress larger opportunities; support by demonstrating value delivered
Promote
- Build advocates who actively promote ActiveOps
- Build trusted advisor relationships with key stakeholders so they become positive advocates for ActiveOps
- Generate introductions to other areas within the customer and to external prospects through stakeholder networks
- Support delivery of reference activities including case studies, testimonials, and customer stories
Account Planning
- Contribute to account plans by driving action and account health
- Contribute to account plans owned by the CSD and Strategic Account Director
- Execute against actions in the account plan, tracking progress and ensuring timely completion
- Complete stakeholder analysis and maintain accurate view of account health
Key Relationships
- The CSP builds and maintains relationships with customer stakeholders appropriate to account segment and account plan requirements:
- For strategic accounts: Centre of Excellence leads, operational managers, and directors
- Specialist stakeholders in Transformation, IT, and Procurement as required by account plan
Baseline Requirements
- Product Knowledge: Stay current on product changes; attend updates, read release notes, understand new functionality
- Demonstration Capability: Confidently demo key features; explain how functionality addresses customer needs
- Value Articulation: Connect features to business outcomes in the customer’s language
- Training Completion: Complete product training within specified timeframes; attend Product Sprint Reviews and enablement sessions
Profile
The ideal candidate is a relationship builder with strong value articulation skills and credibility to develop stakeholder trust. They are process-driven, comfortable with data, and can demo products effectively to articulate value clearly.
Qualifications
- A degree is preferred; equivalent relevant work experience is acceptable
Experience
- 4+ years working with operations stakeholders through customer success, account management, consulting, or operations roles
Skills and Knowledge
- Strong relationship building and communication skills
- Ability to articulate value and connect product features to business outcomes
- Process-driven with strong organisational skills
- Comfortable using and analysing data to demonstrate value and identify trends
- Track record of consistent achievement of retention targets
- Ability to work effectively both in a team and independently
- Knowledge or experience in Operations Management is advantageous
Travel
The role will require travel nationally and occasionally internationally to support customer relationships and account objectives. The CSP is expected to spend the majority of their working week on-site with customers
