Customer Success Specialist

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!

Constant Contact is seeking a proactive, localized, and technically adept Customer Success Specialist (CSS) to join our growing EMEA team in Athens. In this strategically targeted role, you will be responsible for driving customer retention, product adoption, and value-based growth within a smaller, dedicated customer base across the Greek market.

Unlike standard high-volume core models, this position serves as the primary regional anchor for our clients. You will take a hands-on, consultative approach to re-engaging at-risk customers, proactively managing accounts with declining health scores, and uncovering new expansion opportunities. Additionally, this role serves as a vital bridge between localized account needs and internal technical teams, ensuring complex product and technical issues are efficiently escalated and resolved to maintain absolute product value.

What You'll Do:

Localized Engagement & Technical Escalation Management

• • Technical & Product Escalations: Identify, document, and escalate complex product or technical challenges to appropriate internal engineering, product, or support squads, tracking issues through to resolution to safeguard customer trust.
  • Proactive Account Management: Own a smaller, dedicated regional book of business, delivering bespoke strategic consultation to ensure small-and-medium businesses (SMBs) optimize platform capabilities.
  • Omnichannel Outreach: Plan and execute contextual outreach plans (via localized phone calls, video messaging, and tailored email sequences) specifically tuned to the preferences of the Greek market.

Marketing Guidance & Adoption Strategy

• • Onboarding & Feature Optimization: Lead high-impact training and re-engagement sessions to guide customers through core marketing fundamentals, advanced automation, and package features.
  • Health Score Intervention: Monitor and analyze customer usage data, behavior analytics, and health trends to catch early churn indicators and build customized intervention strategies.
  • Self-Service Direction: Curate and champion the adoption of scalable practices by connecting customers with global self-service assets, localized knowledge bases, and webinars.

Retention & Revenue Continuous Improvement

• • Value Expansion: Educate clients on advanced digital marketing best practices, unlocking new revenue streams via contextual cross-selling and up-selling of unbundled features or premium packages.
  • Data Integrity: Record comprehensive tracking data, customer history, and issue status details cleanly within Salesforce to inform future international automation and product playbooks.

Who You Are:

• Language Fluency: Native or full professional proficiency in both written and spoken Greek and English.
• Experience: 2+ years of Customer Success, Account Management, Technical Support, or consultative Sales experience within a SaaS or fast-paced technology ecosystem.
• Escalation Acumen: Demonstrated capability to identify, unpack, and advocate for complex technical or billing issues with cross-functional internal operations teams.
• Analytical Mindset: Comfortable diagnosing customer friction points by looking at engagement datasets, platform adoption velocity, and customer health metrics.
• Communication & Objections: Masterful relationship-builder capable of navigating challenging cancellation conversations, overcoming technical objections, and mapping software attributes directly to business outcomes.
• Technical Toolkit: Experience working with Salesforce, CRM ticket tracking utilities, or digital marketing platforms is highly advantageous.

Why You’ll Love Us:

• 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.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is fully integrated with the Ergani II platform. All employees are provided with a Digital Work Card to ensure real-time, transparent tracking of working hours, breaks, and overtime in full compliance with Greek Labor Law.

Please note that successful candidates for roles in Greece must possess valid TaxisNet credentials to facilitate mandatory digital registration with the Ministry of Labour (Ergani II) prior to their start date.

At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Privacy Notice for Greece (this "Notice") in compliance with applicable privacy laws, including the General Data Protection Regulation (the “GDPR”), Greek Law 4624/2019 (the “Greek Data Protection Law”) as well as any secondary laws and regulations (collectively, the "Data Protection Laws"). Click here for a full copy of our Personnel Global Privacy Notice for Greece.

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.