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 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:

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.
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.
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.
A bachelor's degree in business, marketing, or a related field is preferred.

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

$209,600 - $262,000USD

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)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.