Head of Customer Success
VetcoveSalary not specified
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Marketing Technology, SaaSIndustries
Requirements
Candidates should have 15+ years of leadership experience in Customer Success or a related field, with a strong understanding of B2C and/or B2SMB CS programs, models, and tactics, as well as B2B CS. Experience leveraging AI for team productivity and innovation is a plus, as is prior experience with "Marketing as a Service" outsourced models. A strong analytical ability, understanding of SaaS business models, and experience with subscription-based products are required. Demonstrated ability to lead high-performing teams, excellent communication and interpersonal skills, and strategic thinking are essential. A bachelor's degree in business, marketing, or a related field is preferred.
Responsibilities
The Vice President of Customer Success will develop and execute strategies to ensure customer success and satisfaction, leading a team focused on trial conversion, adoption, retention, and growth. Key responsibilities include driving conversion, retention, and upsell strategies, identifying key metrics for customer success programs, and collaborating with product teams to inform development. The role involves establishing team goals and performance metrics, coaching the team, and fostering a customer-centric culture. Additionally, the VP will proactively engage with customers to identify value realization and expansion opportunities, champion the voice of the customer internally, and partner with sales for upsell and cross-sell opportunities.
Skills
Customer Success Strategy
Customer Retention
Customer Onboarding
Upselling
Customer Advocacy
Team Leadership
Performance Metrics
Product Development Feedback
Customer-Centricity
B2C Marketing
B2SMB Marketing
Marketing as a Service
Constant Contact
Digital marketing solutions for small businesses
About Constant Contact
Constant Contact offers digital marketing solutions for small businesses and nonprofits, focusing on email and social media marketing. Their user-friendly tools help clients create effective marketing campaigns to engage their target audiences and drive sales or donations. Operating on a subscription-based model, Constant Contact provides various pricing tiers to accommodate different business sizes, making their services accessible to all. The company aims to simplify marketing for organizations that may lack the resources or expertise to manage complex campaigns.
Waltham, MassachusettsHeadquarters
1995Year Founded
$420.8MTotal Funding
GROWTH_EQUITY_VCCompany Stage
Consumer Software, Social ImpactIndustries
1,001-5,000Employees
Benefits
Health Insurance
Paid Vacation
Hybrid Work Options
Professional Development Budget
Paid Sick Leave
Paid Holidays
Risks
Increased competition from AI-driven platforms like ActiveCampaign and Mailchimp.
Potential strategic shifts due to the sale of Siris Capital's ownership stake.
Data privacy challenges from integrations with platforms like Square.
Differentiation
Constant Contact offers AI-powered tools like Campaign Builder and BrandKit.
The company integrates with over 300 apps, including Square and HostGator.
Constant Contact provides a subscription-based model with various pricing tiers.
Upsides
Constant Contact is recognized as a market leader in email marketing.
The partnership with Square enhances marketing and transaction capabilities.
Expansion in APAC positions the company for growth in Asia-Pacific.
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