Customer Success Manager

Title: Customer Success Manager

Location: Loveland, CO, Remote

Constant Contact is seeking a highly motivated and experienced Customer Success Manager to join our dynamic team. As a Customer Success Manager, your primary responsibility will be to drive customer retention and revenue growth on assigned accounts. You will work closely with our valued customers to understand their business needs and ensure they are leveraging the full potential of our products and services. You will also have the opportunity to help design, drive, and optimize our retention and revenue-driving programs. This is an excellent opportunity to contribute to the success of our customers while achieving professional growth in a fast-paced environment.

What you’ll do:

• • 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.

Who you are:

• • 2+ years of relevant experience and a 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

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

$66,000—$72,500 USD

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