Principal Product Manager Customer Experience and AI
Role Overview
This is a senior-level Principal Product Manager role focused on customer experience and AI, leading a squad to drive retention initiatives. Day-to-day responsibilities include managing customer value, reducing friction in the platform, and embedding AI to enhance satisfaction and engagement. The hire will directly impact key metrics like Net Revenue Retention and NPS by prioritizing experiments and strategic decisions.
Perks & Benefits
The job is fully remote within the US, likely with flexible hours and a supportive, collaborative culture typical of tech companies. Career growth opportunities are implied through ownership of critical initiatives and leadership in AI integration. Benefits may include standard tech perks like health insurance and professional development, though not explicitly stated.
Full Job Description
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 Please mention the word **BECKONED** and tag RMTY3LjIzNS4xMy4xNg== when applying to show you read the job post completely (#RMTY3LjIzNS4xMy4xNg==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
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