Director, Customer Marketing

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

📋 Description

• Take charge of the strategy and implementation for retention, growth, and advocacy within ConnectWise’s existing customer base.

• Develop continuous, data-driven retention initiatives to mitigate churn risk by leveraging product telemetry, usage analytics, and account health indicators.

• Discover upselling and cross-selling opportunities based on partner tiers and implement programs that transform adoption into revenue.

• Create programs for case studies, references, and testimonials.

• Engage and recruit customer speakers and advocates, activating MSP and IT communities to represent ConnectWise.

• Design and execute lifecycle campaigns tailored to customer tiers, focusing on product adoption and account health.

• Collaborate with Customer Success, Demand Generation, Product Marketing Management, and Product teams to provide timely messaging to customers.

• Build and lead a dedicated team focused on retention, growth, and advocacy.

⛳️ Requirements

• Proven experience in developing programs from the ground up in a B2B SaaS context.

• Strong cross-functional collaboration skills with Customer Success, Product, and Demand Generation teams.

• Familiarity with signal-based or behavior-triggered marketing utilizing product usage, health scores, intent data, and Gainsight.

• Demonstrated success in establishing advocacy programs, including case studies, reference networks, and customer community involvement.

• Data-oriented mindset with accountability for revenue retention metrics.

• Proactive approach in ambiguous situations and capability to define tasks in a restructured function.

• Experience in MSP, channel, or private equity-backed SaaS environments is highly advantageous.

• Bachelor’s degree in a relevant field.

• Over 8 years of experience in customer marketing, lifecycle marketing, or related customer success roles, with responsibility for retention or growth results.

• More than 4 years of managerial experience.

• Background in community, event, or lifecycle marketing.

🏝️ Benefits

• 15-25% travel required.

• Equal employment opportunities in a workplace devoid of discrimination and harassment.

• Reasonable accommodations available for qualified individuals with disabilities.

• Additional benefits and privileges associated with employment.