Director, Customer Marketing

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Define and spearhead Keyfactor's customer marketing strategy encompassing adoption, retention, expansion, and advocacy, while developing a cohesive program calendar.

• Foster awareness and encourage adoption within the installed base, collaborating closely with Customer Success and Product Marketing.

• Create renewal and expansion initiatives in partnership with Revenue Marketing, Sales, and Customer Success, which include cross-sell campaigns based on product whitespace and adoption signals.

• Manage the customer advocacy and referral mechanisms, which include references, case studies, customer speakers, reviews, and referral initiatives.

• Lead the community manager and link community engagement to outcomes in retention and expansion.

• Oversee the customer advisory board and executive engagement programs, managing recruitment, agenda setting, and follow-up actions.

• Develop the customer experience strategy for Keyfactor Connect and Keyfactor Tech Days in collaboration with Field Marketing, Events, and Brand.

• Relay customer insights to Product and provide structured contributions to roadmap and go-to-market discussions.

• Establish metrics for measuring adoption, retention, expansion, advocacy, and community engagement.

• Lead, mentor, and expand the customer marketing and community team.

⛳️ Requirements

• 8+ years of experience in B2B enterprise marketing, with substantial leadership in customer marketing, lifecycle management, advocacy, or community initiatives.

• Demonstrated success in developing retention and expansion programs within a sales-driven enterprise environment, with clear metrics of revenue impact.

• Experience in establishing or managing customer advisory boards, executive engagement programs, or flagship customer events.

• Proven track record in developing advocacy, reference, and referral programs that support sales, marketing, and analyst relations.

• Strong proficiency in CRM and marketing automation data, capable of segmenting an installed base, executing campaigns, and analyzing outcomes.

• Experience in leading and nurturing marketing teams, with close collaboration with Customer Success, Sales, Product, and Marketing.

• Excellent written, verbal, and presentation communication skills, effectively engaging with customers, field teams, and executive audiences.

• Experience in cybersecurity or enterprise infrastructure software is a significant advantage.

• Candidates must be legally authorized to work in the United States or Canada.

🏝️ Benefits

• Second Fridays (a company-wide day off on the second Friday of every month, excluding November and December due to the holiday schedule). Please note that this benefit is subject to change.

• Comprehensive global benefit coverage.

• Paid Parental Leave available for new parents, with structure varying based on regional and governmental requirements. In areas without government-paid leave, such as the U.S., the company provides generous paid parental leave along with comprehensive support for adoption and fertility.

• Competitive global time off policies.

• Employee-focused ambassadors through Key Contributors & Culture Committees.

• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.

• The Keyfactor Alliance Program to bolster DEIB efforts.

• Wellbeing resources, a wellness allowance, free membership for a mindfulness app, and Wellness Wednesdays.

• Global Volunteer Day, company non-profit matching, and three volunteer days off.

• Monthly talent development and cross-functional meetings to enhance professional growth.

• Regular All Hands meetings followed by group gatherings.