---
title: 'Manager, Customer Experience - Overnight at ActiveCampaign'
canonical: 'https://feeny.ai/job/manager-customer-experience-overnight-activecampaign-heredia-17gsgcxkp5x8'
type: 'job'
last_seen: '2026-09-08'
---

# Manager, Customer Experience - Overnight at ActiveCampaign

- **Company:** ActiveCampaign
- **Location:** Heredia, Costa Rica
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-07
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/activecampaign/00bdbec9-348a-4961-bd97-f0c9b26326b4

## Job description

Are you an experienced customer experience leader with a passion for driving team excellence and solving complex problems in a fast-paced SaaS environment? ActiveCampaign is seeking a Manager, Customer Experience in Costa Rica who isn't afraid to dive into the trenches while driving high-level strategy. In this role, you won't just manage daily support operations—you will build a high-performing team, tell compelling qualitative and quantitative performance stories, and collaborate cross-functionally to shape the customer journey. If you excel at root-cause problem-solving, leveraging AI/automation, and mentoring team members to reach their full potential, this is your opportunity to directly impact our business and customer success.

On a typical day, you might:

- Lead, motivate, and develop a team of Customer Experience Specialists to deliver best-in-class issue resolution, continuous improvement, and deep product mastery.
- Handle high-level customer escalations and partner with cross-functional teams (Product, Marketing, Solutions, Enablement) across the organization to turn challenges into positive customer solutions.
- Analyze qualitative and quantitative performance data (CSAT, QA, Occupancy, metrics) to craft compelling stories, optimize shift scheduling, and make informed staffing and operational decisions.
- Identify performance opportunities, creating targeted performance plans while providing and receiving constructive performance insights.
- Partner with Training and Enablement to facilitate seamless onboarding and execute continuous learning modules for your team.
- Leverage artificial intelligence and automation tools to identify repetitive manual activities, streamline operational workflows, and create measurable value for customers and the business.
- Perform root cause analysis on complex customer and operational issues to distinguish isolated incidents from systemic problems, translating findings into practical, long-term solutions.

The ideal candidate will bring:

- 2+ years of frontline leadership / managerial experience in a SaaS, tech support, or customer support environment (B2B or B2C).
- Bilingual fluency in English and Spanish (written and verbal), with excellent interpersonal and people management skills.
- Ability to work the standard schedule of 2:00 AM - 10:00 AM (Costa Rica time).
- Proven track record of coaching and developing individual contributors to drive high performance in a rapid-growth tech environment.
- Strong analytical, troubleshooting, and root cause analysis skills to investigate complex operational issues and align metrics cross-functionally.
- Demonstrated comfort leveraging AI-enabled tools and automation to simplify workflows, eliminate manual steps, and support responsible adoption within the team.
- Hands-on experience with core support operations systems, including Zendesk, Jira, Confluence, and Slack.
- Adaptable and independent leadership style, with acute business acumen and the ability to lead through organizational and platform changes.

About ActiveCampaign: ActiveCampaign is the autonomous 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 1,000+ 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.

## About ActiveCampaign

## Company Overview
- **One-liner**: ActiveCampaign is an AI-first autonomous marketing automation platform that enables businesses to create personalized, cross-channel customer experiences.
- **Entity Type**: Private (Series C)
- **Headquarters**: Chicago, Illinois, United States
- **Founded**: 2003
- **Founders**: Jason VandeBoom

## Core Business
- **Primary industry/industries**: Marketing Technology (MarTech), SaaS, Customer Experience Automation
- **Target customers**: Small to medium-sized businesses (SMBs), entrepreneurs, agencies, and enterprise organizations in 170+ countries
- **Mission or purpose statement**: To help businesses get more out of their marketing and sales campaigns by automating tedious processes and delivering more engaging interactions across the customer journey.

## Products & Services
- **ActiveCampaign Platform**: An AI-first autonomous marketing platform that orchestrates AI agents to handle email, SMS, WhatsApp, and social media campaigns. It includes built-in CRM, powerful automation workflows, and predictive analytics.
- **Active Intelligence**: An AI layer that analyzes audience data and recommends personalized strategies, generates on-brand content, and optimizes campaigns automatically.
- **CRM & Sales Engagement**: A built-in CRM with optional add-ons (Pipelines, Pipelines & Sales Engagement) for sales automation and pipeline management.
- **Integrations**: Connects with 1,000+ apps across CRM, ecommerce, social media, and analytics.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Annual Revenue of $198M (latest estimate) / Total Funding of $360M
- **Notable Investors/Partners**: Tiger Global Management (led Series C), Susquehanna Growth Equity (led Series B), Silversmith Capital Partners (led Series A)
- **Growth Signals**:
  - 180,000+ customers globally
  - 120+ billion experiences orchestrated in 2025
  - 4 billion automated interactions every week on average
  - Grew from 30 to 1,000+ employees in three years
  - Doubled Annual Recurring Revenue year-over-year during its hypergrowth phase
  - 88% of customers say ActiveCampaign delivers value faster than competitors
  - 14,500+ positive customer reviews across aggregator platforms

## Competitive Advantages
- **AI-first autonomous platform**: Active Intelligence 3.0 (Wavelength) provides goal-aware automations and AI agents that work across channels without heavy lifting.
- **Proven scale and reliability**: Billions of data points and interactions processed weekly provide a robust, data-driven foundation.
- **Customer-centric focus**: High customer satisfaction (88% say it delivers value faster) and a massive library of pre-built automation recipes.
- **Multi-channel orchestration**: Seamlessly coordinates email, SMS, WhatsApp, and social media in a single platform.

## Strategic Focus
- **AI and automation leadership**: Continued investment in autonomous AI features to reduce manual work for marketers.
- **Global expansion**: Offices across Latin America, Europe, and APAC, with a workforce distributed across 20 countries.
- **Product innovation**: Enhancing the platform with new channels (e.g., WhatsApp), deeper integrations, and more intelligent analytics.
- **Scaling the team**: Hiring across engineering, product, sales, and marketing roles to support continued growth.

## Why Work Here
- **Culture & Flexibility**: ActiveCampaign follows a hybrid work model with hubs in Chicago, São Paulo, Heredia, Ireland, Krakow, and Mexico. Some teams have specific in-office expectations, but flexibility is offered when needed.
- **Perks & Benefits**:
  - Competitive compensation with regular salary reviews and equity for all employees upon hire
  - Comprehensive health benefits, mental health support (Calm app, telemedicine, Employee Assistance Programs)
  - Generous retirement programs with company matching
  - Family-focused support: Employee Resource Groups for parents, generous leave policies
  - Professional development: Full access to LinkedIn Learning, career development discussions
  - Quarterly stipend for fully remote team members
  - Mac computer and modern apps provided
  - Daily lunch perks, snacks, and transit benefits at offices
  - Donation matching and 3 days of Volunteer Time Off per year
  - Day off for local elections
- **Engineering Culture**: Emphasis on building a powerful, scalable platform. Open roles include Staff Software Engineer, Data Software Engineer, and Software Engineer, Agent Development — indicating a strong focus on AI and data engineering.
- **Global Team**: 800+ team members across 20 countries, providing a diverse and international work environment.

## Sources
1. [ActiveCampaign About Page](https://www.activecampaign.com/about)
2. [ActiveCampaign Careers Page](https://www.activecampaign.com/careers)
3. [ActiveCampaign Home Page](https://www.activecampaign.com/)
4. [ActiveCampaign LinkedIn](https://www.linkedin.com/company/activecampaign)
5. [ActiveCampaign Jobs on Lever](https://jobs.lever.co/activecampaign)

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