Customer Success Manager

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.  Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

Constant Contact is seeking a highly motivated and experienced Customer Success Manager to join our dynamic team. As a Customer Success Manager, your primary responsibility will be to drive customer retention and revenue growth on assigned accounts. You will work closely with our valued customers to understand their business needs and ensure they are leveraging the full potential of our products and services. You will also have the opportunity to help design, drive, and optimize our retention and revenue-driving programs. This is an excellent opportunity to contribute to the success of our customers while achieving professional growth in a fast-paced environment.

What you’ll do: 

• Customer Relationship Management: Build and maintain strong relationships with assigned customers, acting as their trusted advisor for post-sales strategy, retention, and upsell opportunities.

• Customer Retention: Develop and execute effective strategies to drive customer retention, ensuring high retention rates and long-term customer satisfaction.

• Revenue Growth: Identify opportunities to expand customer accounts through upselling and cross-selling of Constant Contact products and services.

• Account Planning: Collaborate with customers to develop account plans and provide strategic guidance on leveraging Constant Contact's solutions to achieve their business goals.

• Product Adoption: Educate and train customers on the features, benefits, and best practices of Constant Contact's products and services, driving increased product adoption and usage.

• Customer Support: Serve as an escalation point for high-value customer issues and concerns, collaborating with internal teams to ensure timely resolution and customer satisfaction.

• Customer Feedback: Gather customer feedback, market insights, and industry trends to provide valuable input for product enhancements and feature requests.

• Performance Analysis: Monitor key customer success metrics, including retention rates, revenue growth, and customer satisfaction, and take proactive measures to address any areas of concern.

• Team Collaboration: Work closely with leadership and other members of the Customer Success organization to help design, launch, and optimize outbound programs.

• Continuous Improvement: Stay updated with industry trends, competitive landscape, and customer success best practices to enhance customer engagement strategies and improve overall customer experience.

Who you are:

• 2+ years of relevant experience and a Bachelor's degree in business, marketing, or a related field preferred

• Proven experience as a Customer Success Manager or similar role, preferably in a SaaS or technology company.

• Demonstrated track record of successfully driving customer retention and revenue growth.

• Excellent communication and interpersonal skills, with the ability to build rapport with customers at all levels of the organization.

• Strong business acumen and understanding of marketing principles.

• Exceptional problem-solving and negotiation abilities.

• Self-motivated, goal-oriented, and able to work independently as well as part of a team.

• Ability to work with and influence cross-functional teams, and third parties.

• Attention to detail and excellent time management skills

• Ability to prioritize work and quickly shift priorities as needed  in a fast-pace environment

• Strong knowledge of Salesforce.com, Word, Excel and PPT

• Experience in using Constant Contact or third-party digital marketing platforms is preferred

• Strong understanding of SMB marketplace and passion for the success of our SMB 

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$66,000—$72,500 USD

Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. 

• Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.

• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.

• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.