Principal Product Manager - Customer Experience and AI

Constant Contact is a company dedicated to empowering businesses with the tools they need to grow online. They are seeking a Principal Product Manager for Customer Experience and AI to lead critical retention initiatives, focusing on driving customer satisfaction and measurable outcomes through the integration of AI into their product offerings.

Responsibilities:

• 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:

• 8+ years of Product Management experience in SaaS (ideally SMB), with a track record of leading complex, high-ambiguity product areas
• Understand how to deploy LLMs in production environments and have a sharp eye for how AI should—and shouldn't—interact with a user
• Can 'jam' with engineers on technical constraints and then pivot to pitch a 12-month vision to the C-suite
• Write clearly and present with confidence
• Live in the data. Comfortable pulling the levers needed to hit aggressive targets and understand the qualitative stories behind the dashboards
• Genuinely care about the success of small businesses. First to jump into a support ticket or customer call to find the 'why' behind the friction
• Thrive in a 'squad leader' model, leading by influence and making everyone around you better through kind, direct feedback and shared accountability
• 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)