Director of Customer Marketing

Role Description

The Director of Customer Marketing will lead programs that deepen customer relationships, strengthen executive engagement, grow customer advocacy, and improve the overall customer experience after the sale. This role will own the strategy and execution for customer advocacy, executive customer programs, customer communications, lifecycle engagement, reference development, and high-value customer events.

This leader will work closely with Customer Success, Sales, Product Marketing, Product, Communications, and Executive Leadership to create meaningful customer touchpoints that increase engagement, loyalty, retention, and advocacy.

Key Responsibilities

• Develop and lead the overall customer marketing strategy across customer engagement, advocacy, executive programs, lifecycle communications, retention support, loyalty, and community.
• Build and manage a customer advocacy program that identifies, nurtures, and activates customer champions across testimonials, case studies, references, reviews, webinars, speaking opportunities, events, and peer recommendations.
• Own the executive customer engagement strategy, including executive forums, executive roundtables, Executive Advisory Boards, and strategic customer councils.
• Design, manage, and scale the Executive Advisory Board program, including member selection, agenda planning, executive participation, customer communications, meeting execution, follow-up actions, and ongoing engagement.
• Lead the Executive Briefing Center program, including briefing strategy, customer experience design, agenda development, stakeholder coordination, executive preparation, content alignment, and post-briefing follow-up.
• Partner with Sales, Customer Success, and Executive Leadership to identify priority customers for executive engagement, advocacy opportunities, strategic briefings, and account-level relationship building.
• Create high-impact executive events that bring together customers, company leaders, product experts, and industry voices around relevant business topics.
• Develop customer storytelling programs that showcase measurable customer outcomes through written case studies, video testimonials, event presentations, media opportunities, and sales enablement content.
• Build repeatable processes for identifying customer advocates, securing approvals, preparing customers for public participation, and activating stories across channels.
• Partner with Communications and PR teams to elevate customer voices through media, analyst opportunities, awards, speaking engagements, and thought leadership.
• Manage customer event planning and execution in partnership with Events, Sales, Customer Success, Product, and Executive teams.
• Track and report on program performance, including customer advocacy participation, executive engagement, EAB impact, EBC activity, customer story production, event attendance, reference usage, customer communication engagement, and retention influence.
• Lead and develop a customer marketing team as the function grows, including advocacy, customer communications, executive programs, and customer events.

Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or a related field required.
• MBA or advanced degree preferred, but not required.
• Equivalent professional experience may be considered in place of a specific degree requirement.

Requirements

• 10+ years of marketing experience.
• 5+ years of experience in customer marketing, customer advocacy, executive programs, customer events, lifecycle marketing, product marketing, or customer communications.
• 3+ years of people management experience preferred.
• Experience managing executive customer programs such as Executive Advisory Boards, executive forums, executive roundtables, or Executive Briefing Center programs.
• Experience building customer advocacy programs, including customer references, case studies, testimonials, reviews, speaking opportunities, and customer stories.
• Experience working in B2B SaaS, enterprise technology, or subscription-based businesses strongly preferred.
• Experience partnering closely with Sales, Customer Success, Product Marketing, Product, Communications, Events, and Executive Leadership.
• Experience using CRM, marketing automation, advocacy, customer success, event, and analytics platforms.

Required Skills

• Strong understanding of the post-sale customer journey and how customer marketing supports engagement, retention, loyalty, and advocacy.
• Excellent executive presence and ability to work directly with senior customers and internal executives.
• Strong customer storytelling, messaging, and written communication skills.
• Strong program management skills, especially for executive events, advisory boards, briefings, advocacy programs, and customer communications.
• Ability to build customer programs from the ground up and improve them over time.
• Strong cross-functional collaboration skills across Sales, Customer Success, Product, Marketing, Events, Communications, and Executive Leadership.
• Ability to use customer data, segmentation, and performance metrics to guide program decisions.
• Strong leadership skills with the ability to manage people, vendors, budgets, timelines, and executive-level expectations.
• Comfort operating in a fast-moving environment with multiple priorities and stakeholders.

Success Metrics

• Customer advocacy participation and activation.
• Number and quality of customer references, case studies, testimonials, reviews, videos, and customer stories.
• Executive Advisory Board participation, engagement, and follow-through.
• Executive Briefing Center participation, customer satisfaction, and account impact.
• Attendance and engagement for executive forums, roundtables, customer events, and advisory programs.
• Customer communication engagement.
• Product adoption and customer education campaign performance.
• Retention and renewal support influence.
• Customer participation in webinars, speaking opportunities, award submissions, and thought leadership.
• Internal stakeholder satisfaction across Sales, Customer Success, Product Marketing, Product, Events, Communications, and Executive Leadership.

Benefits

• Employee ownership.
• Health insurance.
• 401k with matching contributions.
• Disability insurance.
• Paid-time off.
• Growth opportunities.
• Competitive compensation.