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Director Customer Marketing

4 months ago

Boulder, United States Alvaria, Inc. Full time

Director of Customer Marketing

Company Overview:

Alvaria is a leader in contact center infrastructure and workforce optimization software. We make technology that empowers connection between teams and customers. As we further develop our SaaS offering and expand our market presence, we are seeking a talented and strategic Marketing Program Manager to join our team.

Position Overview:

The Director of Customer Marketing is a strategic and creative leader responsible for developing and executing marketing strategies that enhance customer engagement, retention, and advocacy. This role requires a deep understanding of customer needs, lifecycle stages, and the SaaS business model to create compelling campaigns and programs that drive customer success and loyalty.

Key Responsibilities:

  • Establish customer marketing programs and campaigns to increase customer lifetime value, such as cross-sell/upsell initiatives, loyalty programs, referral campaigns, and customer advocacy efforts
  • Manage customer communication strategies across various channels (email, social media, events, etc.) to nurture relationships and provide a consistent brand experience
  • Perform customer research and gathering insights to understand customer needs, behaviors, and preferences, which inform marketing tactics and messaging
  • Collaborate with product marketing, sales, and customer success teams to align customer marketing efforts with product roadmaps, sales strategies, and customer experience goals
  • Create customer-focused content, such as case studies, testimonials, and educational materials, to support marketing and sales enablement
  • Create customer data and metrics (e.g., engagement, churn, NPS) to optimize marketing efforts and identify opportunities for improvement
  • Manage a customer community or advocacy program to foster engagement, gather feedback, and leverage customer advocates as brand ambassadors
  • Build customer marketing strategies and plans aligned with overall business objectives and revenue targets
  • Lead and mentor a team of customer marketing professionals

Qualifications:

  • Degree in Marketing, Business, or a related field
  • 7 plus years of experience in customer marketing or a related role, with at least 3 years in a leadership position.
  • Track record of developing and executing successful customer marketing strategies in a B2B SaaS environment.
  • Understanding of the SaaS business model and customer lifecycle.
  • Exceptional communication, presentation, and interpersonal skills.
  • Analyze data, generate insights, and make data-driven decisions.
  • Leadership and team management skills.
  • Experience with marketing automation and CRM tools (e.g., HubSpot, Salesforce, Pardot).