Director – Customer & Community Marketing

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily execution of Knox’s customer marketing and engagement initiatives.

• Convert marketing priorities into actionable plans, campaigns, and customer experiences.

• Manage customer go-to-market launch initiatives linked to FedRAMP milestones and marketplace readiness.

• Organize joint announcements, customer stories, events, webinars, and connections with government buyers.

• Supervise campaign plans, calendars, deliverables, customer involvement, approvals, and follow-up actions.

• Align messaging across Marketing, Sales, and Customer Success teams.

• Develop reusable assets, such as joint press releases, social media announcements, customer stories, and video interviews.

• Facilitate customer participation in KnoXchange and introduce them to the Knox Federal Advisory Board and senior federal leaders.

• Publish, disseminate, and enhance content for search visibility and credibility among federal buyers.

• Maintain intake forms, templates, and playbooks.

• Deliver customer communications and key-account engagement initiatives to support satisfaction, retention, and loyalty.

• Lead Voice of the Customer initiatives and convert feedback into insights and actionable strategies.

• Cultivate relationships with customer marketing teams, program contacts, and advocates.

• Coordinate executive participation, prepare for meetings, and facilitate follow-up.

• Identify expansion, cross-sell, upsell, and engagement opportunities for Sales and Customer Success.

• Implement account engagement campaigns and provide narratives, references, and content to support renewals and growth.

• Create and manage customer lifecycle communications that promote adoption, engagement, and renewal readiness.

• Oversee project timelines, customer approvals, transitions, stakeholder updates, delivery challenges, and escalations.

• Maintain dashboards and reports tracking launch delivery, campaign engagement, content performance, customer participation, and advocacy efforts.

• Review outcomes with the VP of Marketing & Communications and propose program enhancements.

⛳️ Requirements

• 5–7+ years of proven experience in B2B customer marketing, customer engagement, or customer success, focusing on driving customer engagement, retention, and growth.

• Practical experience in creating customer content and managing co-marketing initiatives, including press releases, customer stories, references, events, webinars, and advisory efforts.

• Strong project management capabilities, including the ability to manage multiple customer programs, deadlines, approvals, and cross-functional dependencies.

• Familiarity with tools such as HubSpot, FullEnrich, Monday.com, LinkedIn, Sprout Social, Google Analytics, Webflow, Slack, and Teams.

• Proficient in analyzing and reporting on program performance and applying insights to enhance results.

• Exceptional writing, editing, and customer communication skills with a keen eye for detail.

• Ability to work autonomously, prioritize within established goals, and collaborate effectively in a fast-paced, distributed environment.

• U.S. citizenship is mandatory.

• Dual citizenship is not allowed.

• Capability to provide documentation verifying sole U.S. citizenship during the background check process.

• Successful completion of mandatory pre-employment screenings, including a background check.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance

• Unlimited PTO

• Employee-funded 401(k) plan

• Variable annual bonus

• Equity