Director, Customer Marketing

This is a fully remote position, open to applicants in North Carolina, +2 more states.

📋 Description

• Lead a high-performing team that drives customer adoption, expansion, and advocacy through data-centric campaigns, executive initiatives, and impactful customer storytelling.

• Develop and spearhead SolarWinds’ Observability customer marketing strategy, focusing primarily on adoption, retention, and revenue growth throughout the customer lifecycle.

• Oversee the Tier 1 event strategy for SolarWinds, including event promotion, webinar initiatives, and account engagement.

• Mentor and guide a team of 6 customer marketers to achieve high performance.

• Design and implement comprehensive customer programs that enhance product adoption, increase engagement, and generate measurable revenue impact from existing accounts.

• Define segmentation strategies within the Observability customer base to ensure campaigns and programs are relevant, timely, and aligned with expansion opportunities.

• Utilize AI and marketing automation tools to leverage intent signals, usage data, and predictive modeling to uncover expansion opportunities and prioritize customer outreach.

• Collaborate with Corporate Marketing to cultivate and develop a community of customer advocates who actively represent SolarWinds in analyst programs, references, and speaking engagements for various events and campaigns.

• Manage customer communications including nurture programs, newsletters, and industry-targeted campaigns that reinforce value and promote ongoing adoption.

• Work alongside Product Marketing to align customer proof points with go-to-market messaging and competitive positioning.

• Establish a data-driven operational framework for customer marketing performance, with well-defined KPIs linked to retention, expansion pipeline, and revenue contributions.

• Collaborate with field and Sales teams to provide customer-specific content, references, and expansion-focused sales strategies.

• Partner with the executive team and field leadership to synchronize customer marketing programs with high-priority strategic accounts and thought leadership efforts.

• Lead initiatives for executive engagement including Customer Advisory Boards, CIO roundtables, and strategic relationship programs that enhance partnerships with leading Observability accounts.

• Develop and coordinate the executive briefing program for strategic customers, in close collaboration with field leadership and the executive team.

• Create experiences that strengthen executive relationships, gather product feedback, and generate pipeline opportunities through curated engagements.

• Oversee the Expand funnel for the Observability business unit, taking ownership of metrics related to lead generation, opportunity creation, pipeline contribution, conversion rates, funnel velocity, and ROI.

• Collaborate with Marketing Analytics to create reporting frameworks that showcase customer marketing’s impact on retention and expansion metrics.

• Employ data and experimentation to build reliable, scalable growth engines that can be forecasted, measured, and refined over time.

• Manage global budget allocations to ensure effective investment across customer programs and strategies.

⛳️ Requirements

• 10+ years of B2B enterprise marketing experience leading Customer Marketing or Lifecycle Marketing initiatives. Experience in observability, IT infrastructure, network management, or enterprise SaaS is highly preferred.

• Proven track record of driving upsell, cross-sell, and expansion revenue through customer lifecycle and advocacy efforts.

• Strong expertise in creating and executing executive engagement programs such as Customer Advisory Boards, CIO roundtables, or strategic account experiences.

• Experience in developing content and programs that convert customer outcomes into business growth narratives applicable across Sales, Marketing, and analyst relations.

• Demonstrated leadership in managing and nurturing high-performing marketing teams that prioritize a culture of performance and accountability.

• Extensive collaborative experience with Sales, Customer Success, and Product Marketing to achieve joint retention and expansion goals.

• Proficiency in CRM and marketing automation platforms (Salesforce, Marketo). Familiarity with tools like Gainsight, 6sense, Goldcast, Qualified, Outreach, Zapier, Clay, Claude, or similar tools is an advantage.

• Strong analytical mindset with a proven record of data-driven decision-making and performance enhancement across the customer lifecycle.

• Excellent written and verbal communication skills with an executive-level presence and the ability to influence within a matrixed organization.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development

• Bonuses