Constant Contact is hiring a
Customer Success Manager

Summary

Join our dynamic team as a Customer Success Manager and drive customer retention and revenue growth on assigned accounts. You'll work closely with customers to understand their business needs, ensure they're leveraging the full potential of our products and services, and have opportunities to design, drive, and optimize retention and revenue-driving programs.

Requirements

• 2+ years of relevant experience
• 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

Responsibilities

• 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

Benefits

• Health insurance
• Paid leave