Principal Product Manager - Customer Experience and AI

Constant Contact

6h • Hybrid

About The Position

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 Big Picture
As the Principal Product Manager for Customer Experience and AI, you are the strategic "Squad Leader" for some of our most critical retention initiatives. You won't just be managing features; you will be the single-threaded owner of customer value.
What You'll 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. You'll 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. You'll 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

Requirements

• 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 should—and shouldn't—interact 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. You’re 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).

Responsibilities

• Drive customer happiness through showing customer value
• Drive measurable customer outcomes
• Make AI feel like magic, not a gimmick
• Bring AI into how we build, not just what we build
• Collaborate across the org
• Coach and elevate others
• Communicate with clarity and conviction

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed