<p>We are looking for a highly skilled Director, Customer Marketing to architect and lead the design of end-to-end lifecycle programs that deepen customer engagement, increase product adoption, and drive long-term growth. This newly created, high-impact leadership role is responsible for advancing the full customer journey-across onboarding, retention, expansion, and advocacy-for multiple product lines and audience segments. This role partners cross-functionally with Sales, Product, Partner Success, Growth Marketing, and Community teams to ensure every customer interaction is relevant, intentional, and value-driven. The ideal candidate brings a balance of strategic vision, data fluency, and execution excellence with a passion for driving measurable business impact through world-class customer experiences.</p> <p>In This Role You Will:</p> <p>Lifecycle Strategy & Framework Design</p> <ul> <li>Build and lead a full-funnel customer lifecycle marketing framework that supports value delivery across onboarding, engagement, expansion, and renewal </li><li>Define lifecycle stages, journeys, personas, messaging priorities, and experience goals tailored to diverse customer segments </li></ul> <p>Program Development & Optimization</p> <ul> <li>Launch and iterate programs that drive account engagement, product adoption, revenue growth, and customer satisfaction </li><li>Develop marketing playbooks and campaign strategies for lifecycle moments tied to expansion, cross-sell, and retention </li></ul> <p>Onboarding, Activation, & Engagement</p> <ul> <li>Drive persona-based onboarding and activation flows through email, in-app messaging, and resource hubs </li><li>Identify usage patterns, milestone opportunities, and feature engagement triggers to promote deeper product adoption </li></ul> <p>Renewal & Retention Readiness</p> <ul> <li>Collaborate with Customer Success to proactively mitigate churn through renewal-readiness communication and re-engagement strategies </li><li>Use product usage and sentiment data to identify at-risk accounts and tailor retention interventions </li></ul> <p>Cross-Functional Leadership</p> <ul> <li>Partner across Marketing, Sales, Partner Success, and Product to align on lifecycle initiatives and ensure unified customer experiences </li><li>Lead recurring lifecycle performance reviews to share insights, highlight progress, and inform strategic priorities </li></ul> <p>Data-Driven Insights & Measurement</p> <ul> <li>Leverage AI tools, product usage data, and customer behavior analytics to inform segmentation, targeting, and lifecycle optimizations </li><li>Identify journey bottlenecks and improvement opportunities; build KPIs, testing frameworks, and performance dashboards </li></ul> <p>Team Development & Enablement</p> <ul> <li>Build and manage a high-performing Customer Lifecycle Marketing team with a focus on innovation and collaboration </li><li>Equip internal teams with resources and enablement assets that support scalable lifecycle execution </li></ul> <p>Community & Advocacy Integration</p> <ul> <li>Serve as the strategic connector between lifecycle programs and customer advocacy/community initiatives </li><li>Identify key lifecycle moments (e.g., power-user milestones, renewal anniversaries) that align to community activation and recognition </li></ul> <p>Core Competencies for Success:</p> <ul> <li>Lifecycle and customer marketing strategy </li><li>Data-driven decision making </li><li>Cross-functional collaboration and influence </li><li>Scalable program development </li><li>Customer engagement and experience design </li><li>Marketing automation and campaign measurement </li><li>Strategic thinking and executional clarity </li><li>Team leadership and enablement </li></ul> <p>Credentials and Experience:</p> <ul> <li>7+ years of experience in marketing, including 3+ years in customer lifecycle or customer marketing leadership roles (B2B SaaS or edtech preferred) </li><li>Proven ability to design and scale multi-product customer marketing strategies </li><li>Strong data acumen and familiarity with segmentation, intent signals, and journey analytics </li><li>Experience with platforms such as Marketo, Gainsight, Intercom, Iterable, and Pendo </li><li>Deep understanding of lifecycle KPIs and campaign measurement methodologies </li><li>Skilled communicator with empathy for users and a passion for customer success </li><li>Legal right to work in the United States </li></ul> <p>This role is designed to be hybrid. Preferably within driving distance of the Charlotte headquarters with flexibility to collaborate virtually and attend in-person planning sessions or customer events as needed. Candidates must be based in the United States and able to work across time zones with distributed teams.</p>