Vice President of Customer Success

Summary

Join Constant Contact as the Vice President of Customer Success, a key leadership role responsible for developing and executing strategies to ensure customer success and satisfaction. Lead a team driving trial conversion, adoption, retention, and growth through exceptional customer experiences. The ideal candidate will have extensive experience in customer success, particularly within B2C, B2SMB, or Marketing as a Service companies, and a proven ability to build and scale high-performing teams. This role requires developing comprehensive customer success strategies, collaborating with cross-functional teams, and leveraging data-driven insights to inform decisions. The position offers a competitive compensation package, including health and welfare benefits and paid leave, and embraces a hybrid work model.

Requirements

• 15+ years of proven experience in a leadership role within Customer Success or related function
• Strong understanding and deep experience executing B2C and/or B2SMB CS programs, models, and tactics, as well as true B2B CS
• Strong analytical ability to leverage data and insights to make informed decisions
• Strong understanding of SaaS business models and experience working with subscription-based products
• Demonstrated ability to lead and develop high-performing teams in a fast-paced environment
• Excellent communication and interpersonal skills
• Ability to think strategically to drive results and business outcomes

Responsibilities

• 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

Preferred Qualifications

• A bachelor's degree in business, marketing, or a related field is preferred
• 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
• Prior experience with “Marketing as a Service” outsourced models is a large plus

Benefits

• Health and welfare benefits including paid leave
• 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
• 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