Principal Product Manager - Customer Experience and AI

1w1 week ago

Constant Contact

CA · Full-time · $159,500 – $191,000

About this role

At Constant Contact, seriously awesome people take ownership and make an impact with the mindset, integrity and courage of a small business owner. Your work empowers business owners, entrepreneurs, non-profits and individuals to grow online. As Principal Product Manager for Customer Experience and AI, you are the strategic Squad Leader for critical retention initiatives and single-threaded owner of customer value.

Drive customer happiness by showing value in the platform and reducing friction on the path to value. Answer key questions like how the AI Assistant can more effectively contribute to customer happiness. Deliver against retention metrics including Net Revenue Retention, product engagement, and NPS.

Make AI feel like magic by embedding it thoughtfully for seamless experiences, faster workflows, and better results. Bring AI into product development practices across research, prototyping, and iteration. Partner closely with engineering, design, marketing, and customer success to ship work that solves problems.

Coach and elevate PMs and cross-functional partners to raise the bar on product thinking. Present strategies and tradeoffs to executives with data-backed roadmaps. Thrive in a squad leader model, energized by new challenges and possibilities.

Requirements

8+ years of Product Management experience in SaaS, ideally SMB, leading complex, high-ambiguity product areas
AI-Fluent with understanding of deploying LLMs in production environments
UX-Focused with sharp eye for how AI should and shouldn't interact with users
Master Communicator who can discuss technical constraints with engineers and pitch visions to C-suite
Metrics-Driven, living in the data to hit aggressive targets and understand qualitative stories
Customer-Obsessed, jumping into support tickets or calls to uncover friction
Collaborative Leader thriving in a squad leader model

Responsibilities

Drive customer happiness through showing customer value and reducing friction on the path to value
Enhance AI Assistant contributions to customer happiness
Drive measurable customer outcomes against retention metrics like Net Revenue Retention, product engagement, and NPS
Make AI feel like magic, not a gimmick, by embedding it thoughtfully into the product experience
Bring AI into how we build through research, prototyping, and iteration practices
Collaborate across engineering, design, marketing, and customer success to solve customer problems
Coach and elevate PMs and cross-functional partners without direct reports
Communicate strategies and tradeoffs to executives with clarity and conviction