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Director, Partner Success and Growth

Hybrid
Director
πŸ’°$132–165K
πŸ‡¨πŸ‡΄ Colombia
πŸ‡²πŸ‡¦ Morocco
Customer Success Manager

As the Director of Partner Success and Growth, you will be working to execute a variety of programs dedicated to growing and retaining our mid-tenure customer base. Focusing on some of our key areas of retention leveraging a data-led health model to improve our Premium package customer retention, growth, and retention improvements within our indirect customer base, as well as an upsell and cross-sell expansion strategy. As the accountable owner, you will ensure a variety of programs are operating and close the loop on analysis and feedback. This is a highly cross-functional role. This role requires collaboration across different teams and requires a curious and driven individual who excels at a specific task, works independently, and is a strong communicator. Familiarity with SMB customers is critical, and knowledge of Constant Contact's products is a strong plus.

What you’ll do:

  • Manage end-to-end execution, iteration, and closed feedback on identified programs
  • Maintain cross-functional solid relationships to ensure both proper execution of programs as well as delivery of learnings across the organization
  • Drive efforts to meet and/or exceed retention and success KPIs associated with identified programs
  • Maintain and deliver proper feedback channels across the organization for both existing programs and new potential programs
  • Manage a small team of upsell marketing experts tasked with upgrading our customer base packaging

Who you are:

  • 7+ years in a customer success-focused role (sales, operations, marketing)
  • Recent experience owning and delivering on programs or tests
  • Experience working in a high-velocity and fast-paced environment
  • Strong understanding of SMB’s, who they are, and verticals within
  • Thorough knowledge of Constant Contacts suite of tools, features, and services
  • Strong passion for helping small businesses succeed
  • Strong knowledge of small business marketing concepts and social/digital marketing best practices
  • Track record of meeting or exceeding goals and a solid customer focus
  • Strong ability to develop and present slide presentations
  • Solid understanding of internal tools and resources, including Microsoft and GSuite required; proficiency with tables, graphs, formulas, rules, and pivot tables preferred
  • Experience with Salesforce Reporting, Gong, and Tableau systems preferred

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Constant Contact

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