Vice President of Customer Success

About Constant Contact

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!

The Role: Vice President of Customer Success

The Vice President of Customer Success is a key leadership role responsible for developing and executing strategies to ensure the success and satisfaction of our customers. This individual will lead a team that drives trial conversion, adoption, retention, and growth through exceptional customer experiences, from trial to paid conversion to advocacy. The ideal candidate will have a strong background in customer success for B2C, B2SMB, or Marketing as a Service companies, and a proven track record of building and scaling programs and teams that drive results.

What You'll Do

• Develop and execute comprehensive customer success strategies and programs that drive conversion, onboarding, retention, and advocacy, including delivering new “Marketing as a Service” initiatives, for multiple customer types.
• Drive delivery of conversion, retention, and upsell strategies across the organization with accountability for the results.
• Identify key metrics and goals to measure the effectiveness of cross-functional customer success programs.
• Collaborate with the product team to provide insights and feedback from customers to inform the product development roadmap.
• Establish clear goals and performance metrics for the team and provide regular feedback and coaching to drive excellence, while fostering a culture of customer-centricity and accountability within the team.
• Proactively engage with customers to identify value realization and expansion opportunities.
• Champion the voice of the customer and partner within the organization, advocating for their needs and priorities.
• Partner with sales to identify opportunities for upsell and cross-sell, and ensure smooth transitions during the sales process.

Who You Are

• Experience: 15+ years of proven experience in a leadership role within Customer Success or related function.
• Customer Success Expertise: Strong understanding and deep experience executing B2C and/or B2SMB CS programs, models, and tactics, as well as true B2B CS.
• AI & Innovation: Insight and experience in leveraging AI to drive productivity and innovation across the team; prior experience with AI to drive scalable business results is a large plus.
• Marketing as a Service: Prior experience with “Marketing as a Service” outsourced models is a large plus.
• Analytical Skills: Strong analytical ability to leverage data and insights to make informed decisions.
• SaaS Business Models: Strong understanding of SaaS business models and experience working with subscription-based products.
• Team Leadership: Demonstrated ability to lead and develop high-performing teams in a fast-paced environment.
• Communication: Excellent communication and interpersonal skills.
• Strategic Thinking: Ability to think strategically to drive results and business outcomes.
• Education: A bachelor's degree in business, marketing, or a related field is preferred.

Compensation & Benefits

• Salary Range: $209,600 - $262,000 USD
• Additional Compensation: Some roles may be eligible for additional on target commission pay or bonus.
• Benefits: The compensation package includes health and welfare benefits including paid leave.

Why You'll Love Us

• Diversity & Inclusion: 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.
• Expertise: Join the experts. If you're passionate...