Director of Customer Marketing Strategy
10 hours ago
About the Role:
The Director of Customer Marketing at Culture Amp will lead the development and execution of our customer marketing vision, driving initiatives that enhance customer advocacy, expansion, and retention across our global customer base. This role requires a seasoned customer marketing leader with deep experience in SaaS customer marketing, who can work cross-functionally with regional and global marketing, customer experience, sales, and product teams to create and execute impactful customer-centric campaigns.
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.
- Implement advanced predictive analytics to identify at-risk customers and develop tailored engagement strategies to re-engage them.
- Develop and lead customer advocacy programs that turn satisfied customers into brand ambassadors.
- Build and nurture a community of customer advocates through initiatives like case studies, testimonials, user groups, and customer advisory boards.
- Guide the creation of content that supports every stage of the customer lifecycle, from onboarding to advocacy.
- Oversee the development of customer communication strategies, ensuring timely and effective dissemination of key updates, product launches, and success stories.
- 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.
- Build, mentor, and lead a high-performing customer marketing team, fostering a culture of innovation, collaboration, and accountability.
Requirements:
- 10+ years of customer marketing or similar experience, preferably in a SaaS environment. Global experience in APAC (Australia), EMEA, and North America is required.
- 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. 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:
- Competitive compensation package, including base salary, equity, and benefits.
- Opportunities for professional growth and development, including training and mentorship programs.
- A collaborative and dynamic work environment, with a focus on innovation and customer success.
- A comprehensive benefits package, including medical insurance, retirement plan, and paid time off.
- A commitment to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.
How to Apply:
If you're a motivated and experienced customer marketing professional looking to join a dynamic and innovative company, please submit your application, including your resume and a cover letter outlining your qualifications and experience.
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