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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 © consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35©

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 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 SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

What You Will Do

We are hiring a seasoned executive leader to scale and modernize our global Customer Success organization. You will be responsible for:

• Global Leadership & Excellence: Lead, coach, and train a world-class team, pushing for excellence across every global region to ensure a unified, high-standard customer experience.
• Innovation & AI Integration: Design and implement “rock solid,” efficient processes energized by AI to ensure the organization remains lean, agile, and ahead of the curve in automated customer health tracking.
• Operational Accountability: Run a “tight ship” by driving deep accountability both within the CS org and cross-functionally with Sales, Product, and Engineering.
• Complex Process Management: Orchestrate high-level, complex customer journeys, ensuring the team is organized, reliable, and capable of navigating the intricacies of large enterprise risk teams.
• Strategic Growth: Partner with the VP of Sales to ensure seamless handoffs and a consultative approach that puts the customer’s needs first to solve their security challenges.

Attributes

• Authentic & Ethical: Does the right thing, acts in the best interest of the company with transparency, and uses a consultative approach that puts the customer first.
• Proactive & Reliable: On top of the details and able to lean-in to rectify deals or accounts when they go south.
• Active Listener: Completely present and engaged when talking to stakeholders to build strong relationships and unlock business outcomes.
• Inquisitive: Naturally curious and able to synthesize complex information to articulate a strategy or solution on the fly.

Traits and Skills

• High-Level Management: Ability to design lean, excellent processes that drive global efficiency.
• Command: Enthusiastic and energetic in nature; able to lead a room and drive a culture of excellence.
• Competitive & Driven:“Hate to lose” mentality regarding churn, with a relentless focus on quota retirement and retention targets.
• Methodology Driven: Expert in account planning and qualification methodologies such as MEDDPIC.
• Communication: Effective verbal and written communication with the ability to lead senior-level engagements.

Required Qualifications:

• 12+ years of experience in enterprise software leadership with a focus on post-sales excellence and customer acquisition/growth.
• 5+ years of experience in the cybersecurity space.
• Proven track record of managing high-value enterprise accounts and achieving consistent over-attainment of retention and expansion goals.
• Extensive experience with 6 and 7-figure enterprise deals.
• Demonstrated ability to build, train, and lead global teams while maintaining a metrics-driven approach to pipeline and deal sizing.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

What You Will Do

We are hiring a seasoned executive leader to scale and modernize our global Customer Success organization. You will be responsible for:

• Global Leadership & Excellence: Lead, coach, and train a world-class team, pushing for excellence across every global region to ensure a unified, high-standard customer experience.
• Innovation & AI Integration: Design and implement “rock solid,” efficient processes energized by AI to ensure the organization remains lean, agile, and ahead of the curve in automated customer health tracking.
• Operational Accountability: Run a “tight ship” by driving deep accountability both within the CS org and cross-functionally with Sales, Product, and Engineering.
• Complex Process Management: Orchestrate high-level, complex customer journeys, ensuring the team is organized, reliable, and capable of navigating the intricacies of large enterprise risk teams.
• Strategic Growth: Partner with the VP of Sales to ensure seamless handoffs and a consultative approach that puts the customer’s needs first to solve their security challenges.

Attributes

• Authentic & Ethical: Does the right thing, acts in the best interest of the company with transparency, and uses a consultative approach that puts the customer first.
• Proactive & Reliable: On top of the details and able to lean-in to rectify deals or accounts when they go south.
• Active Listener: Completely present and engaged when talking to stakeholders to build strong relationships and unlock business outcomes.
• Inquisitive: Naturally curious and able to synthesize complex information to articulate a strategy or solution on the fly.

Traits and Skills

• High-Level Management: Ability to design lean, excellent processes that drive global efficiency.
• Command: Enthusiastic and energetic in nature; able to lead a room and drive a culture of excellence.
• Competitive & Driven:“Hate to lose” mentality regarding churn, with a relentless focus on quota retirement and retention targets.
• Methodology Driven: Expert in account planning and qualification methodologies such as MEDDPIC.
• Communication: Effective verbal and written communication with the ability to lead senior-level engagements.

Required Qualifications:

• 12+ years of experience in enterprise software leadership with a focus on post-sales excellence and customer acquisition/growth.
• 5+ years of experience in the cybersecurity space.
• Proven track record of managing high-value enterprise accounts and achieving consistent over-attainment of retention and expansion goals.
• Extensive experience with 6 and 7-figure enterprise deals.
• Demonstrated ability to build, train, and lead global teams while maintaining a metrics-driven approach to pipeline and deal sizing.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI

Position OverviewThe Chief Client Officer is responsible for leading the organization's client strategy, relationship management, and client success functions across all segments.