Director, Customer Marketing

What you'll do:

• Lead Customer Marketing Strategy: Define and execute a comprehensive customer marketing strategy aligned with business objectives. Champion customer-centric initiatives that drive engagement, retention, and advocacy.
• Drive Product Engagement: Partner with Product and Customer Success teams to develop and execute go-to-market strategies for newly implemented products. Ensure customers are educated, engaged, and adopting new features through targeted campaigns and lifecycle communications.
• Customer Segmentation and Personalization: Leverage advanced segmentation and behavioral data to deliver personalized experiences and communications that resonate with diverse customer personas.
• Campaign Leadership: Oversee the planning, execution, and optimization of multi-channel campaigns. Ensure alignment with brand messaging and business goals while driving measurable outcomes.
• Cross-Sell and Upsell Strategy: Collaborate with Sales and Product teams to identify and execute cross-sell and upsell opportunities. Develop targeted campaigns that increase product adoption and revenue per customer.
• Customer Journey Optimization: Map and continuously refine the customer journey, identifying key touchpoints to enhance engagement and retention through tailored messaging and experiences.
• Customer Insights and Feedback: Implement robust feedback loops and analytics to gather actionable insights. Use data to inform strategy, improve customer experiences, and drive continuous improvement.
• Retention and Advocacy Programs: Design and manage programs that foster loyalty, including referral programs, customer communities, and ambassador initiatives.
• Performance Measurement: Define KPIs and regularly report on the effectiveness of customer marketing initiatives. Use insights to iterate and improve strategies.
• Team Leadership and Collaboration: Foster cross-functional collaboration with Product, Sales, Customer Success, and Marketing to ensure cohesive customer experiences.

What you'll bring to the team:

• Bachelor’s degree in Marketing, Business, Communications, or related field; MBA or advanced degree preferred
• 8+ years of experience in customer marketing, CRM, or lifecycle marketing, with at least 3 years in a leadership role
• Proven success in driving engagement and adoption of newly launched products or features
• Expertise in marketing automation, CRM platforms (Salesforce, HubSpot), and customer success tools (e.g., Gainsight)
• Strong analytical skills with a data-driven approach to decision-making
• Exceptional communication and leadership skills with the ability to influence cross-functional stakeholders
• Experience managing and mentoring teams, with a track record of building scalable programs
• Creative, strategic thinker with a passion for delivering exceptional customer experiences