Principal Product Manager Customer Experience and AI

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.Theres 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. Were energized by new challenges and new possibilities-and were just getting started!

As thePrincipal Product Manager for Customer Experience and AI you are the strategic Squad Leader for some of our most critical retention initiatives. You wont just be managing features; you will be the single-threaded owner of customer value.

What Youll Do:

• Drive customer happiness through showing customer value: Our team is in charge of customer engagement and retention overall however the leading indicator of retention is people seeing value in our platform and therefore being satisfied. You will own not only reducing friction on the path to value but also answer key questions like How can our AI Assistant more effectively contribute to customer happiness
• Drive measurable customer outcomes: Deliver against retention metrics including Net Revenue Retention product engagement and NPS. Youll be in charge of breaking these into metrics your squad can directly influence and call your shots on what experiments will lead to the desired outcomes. You will also know your numbers cold and use them to prioritize effectively
• Make AI feel like magic not a gimmick: Embed AI thoughtfully into the product experience so our customers experience a seamless and intelligent helper faster workflows and better results without needing to become AI experts themselves
• Bring AI into how we build not just what we build: Champion AI-assisted product development practices across research prototyping and iteration to help the team move faster and learn more
• Collaborate across the org: Partner closely with engineering design marketing and customer success / support to ship work that actually solves problems. Youll translate customer pain into clear requirements and rally teams around outcomes
• Coach and elevate others: Mentor PMs and cross-functional partners raising the bar on product thinking across the organization even without direct reports
• Communicate with clarity and conviction: Present strategies and tradeoffs to executives defend your roadmap with data and stay open to feedback that makes the work better

Who You Are:

• The Strategic Builder: You have 8 years of Product Management experience in SaaS (ideally SMB) with a track record of leading complex high-ambiguity product areas.
• AI-Fluent & UX-Focused: You understand how to deploy LLMs in production environments and have a sharp eye for how AI shouldand shouldntinteract with a user.
• A Master Communicator: You can jam with engineers on technical constraints and then pivot to pitch a 12-month vision to the C-suite. You write clearly and present with confidence.
• Metrics-Driven: You live in the data. You are comfortable pulling the levers needed to hit aggressive targets and understand the qualitative stories behind the dashboards.
• Customer-Obsessed: You genuinely care about the success of small businesses. Youre the first to jump into a support ticket or customer call to find the why behind the friction.
• Collaborative Leader: You thrive in a squad leader model leading by influence and making everyone around you better through kind direct feedback and shared accountability.

Nice to Haves:

• Experience with email marketing marketing automation or PLG (Product-Led Growth).
• Direct experience with prompt engineering or RAG pipelines.
• Background in growth-focused initiatives (onboarding monetization or retention).

#LI-HK1 #LI-Remote

Why Youll Love Us:

• We celebrate one anothers differences. We are proud of our culture of diversity and inclusion and were 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 youre passionate about supporting businesses and organizations you wont find a better spot to share your talent. Were 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.
• Youll 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 were 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.

Vision6 Pty Limited is an affiliate of Constant Contact Inc. and a part of the Constant Contact group of brands.

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