Director, Customer Marketing

Role Description

You will lead a high-performing team that drives adoption, expansion, and advocacy through data-driven campaigns, executive programs, and customer storytelling.

Key Responsibilities

• Develop and lead SolarWinds’ Observability customer marketing strategy, focusing on adoption, retention, and expansion revenue across the customer lifecycle.
• Lead the Tier 1 event strategy for Solarwinds including event promotion, webinar strategy, and account activation.
• Lead and mentor a high-performing team of 6 customer marketers.
• Design and execute full-funnel customer programs that increase product adoption, deepen engagement, and drive measurable revenue impact from existing accounts.
• Define segmentation strategies across the Observability customer base to ensure campaigns and programs are relevant, timely, and tied to expansion potential.
• Leverage AI and marketing automation tools to harness intent signals, usage data, and predictive modeling to identify expansion opportunities and prioritize customer outreach.
• Partner with Corporate Marketing to recruit and develop a community of customer advocates who actively represent SolarWinds in analyst programs, references, and speaking engagements for events and campaigns.
• Oversee customer communications including nurture programs, newsletters, and industry-specific campaigns that reinforce value and drive continued adoption.
• Collaborate with Product Marketing to align customer proof points with go-to-market messaging and competitive positioning.
• Establish a data-driven operating model for customer marketing performance, with clear KPIs tied to retention, expansion pipeline, and revenue contribution.
• Collaborate with the field and Sales teams to equip them with customer-specific content, references, and expansion sales plays.
• Partner with the executive team and field leadership to align customer marketing programs with top-tier strategic accounts and thought leadership initiatives.
• Lead executive engagement initiatives including Customer Advisory Boards, CIO roundtables, and strategic relationship programs that strengthen partnerships with top-tier Observability accounts.
• Develop and orchestrate the executive briefing program for strategic customers, in close partnership with field leadership and the executive team.
• Build experiences that deepen executive relationships, surface product feedback, and create pipeline opportunities through curated engagement.
• Own measurement against KPIs including lead generation, opportunity creation, pipeline contribution, conversion rates, funnel velocity, and ROI.
• Work with Marketing Analytics to build reporting frameworks that demonstrate customer marketing’s contribution to retention and expansion metrics.
• Use data and experimentation to build predictable, scalable growth engines that can be forecasted, measured, and optimized over time.
• Manage global budget allocations and ensure efficient investment across customer programs and tactics.

Qualifications

• 10+ years of B2B enterprise marketing experience leading Customer Marketing or Lifecycle Marketing programs. Experience in observability, IT infrastructure, network management, or enterprise SaaS strongly preferred.
• Proven success driving upsell, cross-sell, and expansion revenue through customer lifecycle and advocacy initiatives.
• Strong background in building and executing executive engagement programs—Customer Advisory Boards, CIO roundtables, or strategic account experiences.
• Experience developing content and programs that translate customer outcomes into business growth narratives for use across Sales, Marketing, and analyst relations.
• Demonstrated leadership in managing and developing high-performing marketing teams with a culture of performance and accountability.
• Deep collaboration experience with Sales, Customer Success, and Product Marketing to deliver joint retention and expansion outcomes.
• Proficiency with CRM and marketing automation platforms (Salesforce, Marketo). Experience with tools such as Gainsight, 6sense, Goldcast, Qualified, Outreach, Zapier, Clay, Claude or similar tools a plus.
• Strong analytical mindset with evidence of data-driven decision making and performance optimization across the customer lifecycle.
• Exceptional written and verbal communication skills with executive-level presence and the ability to influence across a matrixed organization.

Company Description

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

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