---
title: 'Director, Customer Experience at Constant Contact'
canonical: 'https://feeny.ai/job/director-customer-experience-constant-contact-us-or-from-waltham-ma-or-boston-ydxx8jyd05av'
type: 'job'
last_seen: '2026-09-23'
---

# Director, Customer Experience at Constant Contact

- **Company:** Constant Contact
- **Location:** US OR From Waltham MA OR Boston, MA
- **Compensation:** $137k–$172k
- **Work type:** remote
- **Posted:** 2026-09-21
- **Last confirmed live:** 2026-09-23
- **Apply:** https://job-boards.greenhouse.io/constantcontact/jobs/8188592

## 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!

## About the Opportunity

At Constant Contact, our customers are at the heart of everything we do. As our Director, Customer Experience, you'll have the opportunity to build and lead a dedicated Customer Experience function that brings a holistic, data-driven view of the customer journey across the organization.

This is a highly cross-functional role focused on identifying and improving the moments that matter most across the customer lifecycle, from the initial sales conversation and onboarding, through product usage, support, education, community, and renewal. You'll help Constant Contact better understand where customers experience friction, why it happens, and what we can do to create a more seamless experience.

As our first dedicated Customer Experience leader, you'll lead our existing Voice of Customer (VOC) team and establish the frameworks, insights, and operating rhythms that make the customer experience visible across the company. You'll partner closely with leaders across Sales, Product & Design, Support, Success, Marketing, Education, and Community to turn customer insights into meaningful business and experience improvements.

This role is ideal for a hands-on CX leader who is equally comfortable analyzing data, building programs from the ground up, influencing senior stakeholders, and rolling up their sleeves to get things done. You'll bring independent, evidence-based perspectives to the organization and help drive action even when the teams responsible for the customer experience don't report directly to you.

What You'll Do:

- Build and lead our CX function, including our existing Voice of Customer team, establishing the strategy, priorities, and operating model for the function
- Own the end-to-end customer journey, identifying friction and opportunities across Sales, onboarding, product, Support, Success, Education, Community, and renewal
- Turn customer signals into action by bringing together feedback, survey results, behavioral data, research, and other sources to identify systemic issues and prioritize opportunities
- Strengthen our Voice of Customer program, creating a clear, company-wide view of what customers need and where we can improve
- Establish CX measurement and reporting, developing meaningful metrics and executive-ready insights that connect customer experience to business outcomes
- Improve critical customer handoffs, particularly the transition from Sales to onboarding and the intersection between our digital product experience and human support
- Partner across Sales, Product & Design, Marketing, Support, Success, Education, and Community to influence priorities and drive meaningful improvements without direct authority
- Establish a cross-functional CX operating rhythm that brings the right leaders together, creates accountability, and keeps customer experience at the center of business decisions
- Lead and develop a small, high-impact team, operating as a player-coach who is willing to roll up their sleeves and do the work

Who You Are:

## Experience

- 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics, or a related field
- Experience building or establishing CX programs in a growing or evolving organization
- Experience in SaaS, subscription, or high-volume, low-touch customer environments
- Proven experience managing and developing a team
- Track record of turning customer insights into measurable business or customer experience improvements

Strategic & Analytical Excellence

- Strong quantitative and analytical skills with the ability to independently evaluate data and translate it into compelling business insights
- Experience combining quantitative and qualitative customer signals to identify trends, root causes, and opportunities
- Strong understanding of customer journey mapping, service design, and Voice of Customer methodologies

Leadership DNA

- Proven ability to influence without authority and build credibility with senior leaders, particularly across Sales and Product
- Executive presence and exceptional communication skills, with the ability to make complex customer insights clear and actionable
- Comfortable challenging assumptions respectfully when the data tells a different story
- Hands-on, curious, and comfortable building structure where none exists
- Pragmatic and collaborative, with a bias toward action and a focus on high-impact opportunities

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees $137,280—$171,600 USD

Why You’ll Love Us:

- 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.

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

Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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 Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). [Click here](https://sites.google.com/constantcontact.com/ctctemployeeresource/home) for a full copy of our General Personnel Privacy Notice.

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.

## About Constant Contact

## Company Overview
- **One-liner**: Constant Contact provides a digital marketing platform that helps small businesses and nonprofits build and grow customer relationships through tools like email marketing, social media, and ecommerce.
- **Entity Type**: Private (acquired by Clearlake Capital in 2022)
- **Headquarters**: Waltham, Massachusetts, United States (with offices in Boston, Gainesville, Loveland, Waterloo, Brisbane, and London)
- **Founded**: 1995
- **Founders**: Not publicly available on official sources

## Core Business
- **Primary industry**: Digital Marketing / Marketing Technology (MarTech)
- **Target customers**: Small and medium-sized businesses (SMBs) and nonprofits (B2B)
- **Mission or purpose**: To give small businesses a way to level the playing field against their larger competitors, helping them develop deeper relationships with the people they put first.

## Products & Services
- **[Constant Contact Marketing Platform]**: A comprehensive SaaS digital marketing solution including email marketing, SMS marketing, social media management, ecommerce tools, event management, surveys, list growth tools, and advanced email automation.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private since its acquisition by Clearlake Capital in 2022 for an undisclosed amount).
- **Key Metric**: Over 25 years in business serving hundreds of thousands of small businesses and nonprofits. Total employee count is approximately 1,014 as of recent data [builtin.com](https://builtin.com/company/constant-contact).
- **Notable Investors/Partners**: Clearlake Capital (current owner).
- **Growth Signals**: Constant Contact continues to hire across multiple departments (Engineering, Product, Sales, Marketing) and has expanded its platform beyond email marketing to include SMS, ecommerce, and AI-powered features. The company maintains a hybrid work model and has offices in the US, Canada, Australia, and the UK [constantcontact.com/about](https://www.constantcontact.com/about).

## Competitive Advantages
- **Long-Standing Brand Trust**: Founded in 1995, Constant Contact is a well-established name in the SMB marketing space with over 25 years of history.
- **All-in-One Platform**: Offers a comprehensive suite of marketing tools (email, SMS, social, ecommerce, events, surveys) designed specifically for small businesses.
- **Best-in-Class Support**: Emphasizes strong customer relationships and provides "best-in-class support," differentiating itself from purely self-service competitors.
- **Purpose-Driven Focus**: A clear mission to help small businesses succeed, which drives employee engagement and customer loyalty.

## Strategic Focus
- **Product Expansion & AI**: Continuing to expand the platform's capabilities, including AI-powered features and a focus on "agent-first" product management (as seen in recent job postings for a "Principal Product Manager, Agent-First" [job-boards.greenhouse.io/constantcontact](http://job-boards.greenhouse.io/constantcontact)).
- **Hybrid Work & Talent Growth**: Hiring across multiple disciplines and locations, with a hybrid work environment that balances in-office collaboration with remote flexibility [constantcontact.com/careers](https://www.constantcontact.com/careers).
- **Customer Success**: Deepening relationships with SMB customers through tools that help them grow, with a focus on delivering "real results" for their businesses.

## Why Work Here
- **High Employee Satisfaction**: 90% of employees are motivated by the company's purpose, and 91% feel their manager genuinely cares about their wellbeing (October 2024 Employee Engagement Survey) [constantcontact.com/careers](https://www.constantcontact.com/careers).
- **Strong Culture & Belonging**: The company states it "fosters a culture of connection" and values inclusivity, transparency, collaboration, risk-taking, and innovation. 90% of employees believe the company values diversity and inclusion [constantcontact.com/careers](https://www.constantcontact.com/careers).
- **Hybrid & Remote Flexibility**: A "variable work environment" offering both in-office and hybrid roles. Employees can work from offices in major cities or remotely from the US or Canada [constantcontact.com/careers](https://www.constantcontact.com/careers).
- **Generous Benefits**: Excellent 401k match, tuition reimbursement, health benefits (medical, dental, vision, mental health), flexible PTO, paid parental leave, fertility coverage, family planning support, commuter benefits, free snacks and drinks, and mobile phone discount [builtin.com](https://builtin.com/company/constant-contact).
- **Professional Development**: Learning opportunities available on-demand, virtual, and in-person, along with job training and conference support [builtin.com](https://builtin.com/company/constant-contact).
- **Diversity & Inclusion**: Offers diversity-based Employee Resource Groups and is committed to building an inclusive environment [builtin.com](https://builtin.com/company/constant-contact).

## Sources
1. [Constant Contact Careers Page](https://www.constantcontact.com/careers)
2. [Constant Contact About / Our Story](https://www.constantcontact.com/about)
3. [Constant Contact on Built In](https://builtin.com/company/constant-contact)
4. [Constant Contact Job Board (Greenhouse)](http://job-boards.greenhouse.io/constantcontact)
5. [Constant Contact Website](https://www.constantcontact.com/)

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