Director, Customer Marketing
Core
Own strategy and execution for driving customer retention, expansion, adoption, and lifecycle engagement across the installed base to improve retention, accelerate product adoption, and drive revenue growth.
Role type
Director, Customer Marketing (B2B SaaS)
Builds
Signal-driven customer marketing engine and lifecycle programs
Domain
B2B SaaS, MSP, Channel, Subscription-based software
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer marketing strategy, Lifecycle marketing, Retention program design, Expansion/Upsell strategy, Customer segmentation, Cross-functional leadership, Data-driven decision making, Team building
Preferred skills
MSP/Channel SaaS experience, PE-backed org experience, Gainsight proficiency, Customer advocacy management
Technologies
Gainsight, Product telemetry platforms, Customer health score tools
Responsibilities
Build and scale signal-driven retention programs to address churn risk; Develop expansion programs to identify upsell/cross-sell opportunities; Design customer journeys to accelerate time-to-value and feature adoption; Partner with CS/Product to create targeted lifecycle programs; Orchestrate cross-functional initiatives for timely customer interventions; Support customer advocacy initiatives including case studies and testimonials; Build and lead a focused customer marketing team
Seniority
Director, People Leadership
