Customer Marketing Director

7 hours ago

San Francisco, California, United States Culture Amp Full time
About the Role

We are seeking a seasoned customer marketing leader to join our team at Culture Amp as a Director of Customer Marketing. In this role, you will be responsible for shaping and executing our customer marketing vision, driving customer advocacy, expansion, and retention across our global customer base.

Key Responsibilities
  • Develop and lead the overarching customer marketing strategy, ensuring alignment with Culture Amp's business objectives and growth goals.
  • Drive cross-functional collaboration with product, customer success, sales, and operations to ensure a unified approach to customer experience and success.
  • Oversee the development of advanced segmentation strategies to target expansion opportunities within the customer base.
  • Create and lead high-impact marketing campaigns designed to increase product adoption, cross-sell, and upsell across diverse customer segments.
  • Lead the design and execution of proactive customer retention programs aimed at minimizing churn and maximizing customer lifetime value.
  • Develop and lead customer advocacy programs that turn satisfied customers into brand ambassadors.
  • Guide the creation of content that supports every stage of the customer lifecycle, from onboarding to advocacy.
  • Define and track key performance indicators (KPIs) related to customer advocacy, expansion, and retention.
  • Provide regular reporting and insights to senior leadership on the impact of customer marketing initiatives.
Requirements
  • 10+ years of customer marketing or similar experience, preferably in a SaaS environment.
  • Proven success in leading large-scale customer advocacy, retention, and expansion programs, with a strong track record of driving measurable business outcomes.
  • Deep understanding of SaaS customer and product data to identify the optimal paths for engagement and adoption.
  • Exceptional communication and interpersonal skills, with the ability to influence and inspire internal and external stakeholders.
  • Demonstrated ability to build and nurture enduring relationships with enterprise customers, from HR practitioners to c-suite leadership/executives, globally.
  • Strong interpersonal and relationship-building skills to engage and collaborate with stakeholders and achieve a shared path forward to a defined vision.
  • Results-oriented, with the ability to prioritize, plan, coordinate, track, and evaluate projects, programs, and processes with a strong emphasis on tracking and delivering business goals.
  • Experience with marketing automation platforms, customer relationship management systems, and analytics tools (SFDC, Hubspot, 6Sense, BI platforms like Looker).
  • Strategic thinker with the ability to influence and drive cross-functional initiatives.
  • Strong leadership skills with experience building and managing teams.
  • Deep analytical mindset with experience in measuring impact across channels and multivariate testing.
  • Passionate about customer success and committed to building long-term relationships.
What We Offer

We offer a competitive compensation package, including a base salary range of $190,000-$225,000 USD, as well as additional components such as equity and benefits. We also provide a range of benefits, including employee share options, programs, coaching, and budgets to help you thrive personally and professionally, as well as access to external providers for mental wellbeing and coaching support.

We are committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. If you're passionate about customer success and committed to building long-term relationships, we encourage you to apply for this exciting opportunity.

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