Director of Customer Marketing

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

📋 Description

• Drive customer engagement and advocacy within samdesk's global security and risk teams.

• Cultivate a community of samdesk ambassadors that promotes expansion, referrals, and net dollar retention.

• Manage the customer marketing component of samdesk's marketing strategy, representing the customer’s perspective.

• Develop strategies, programs, campaigns, and community initiatives that enhance customer value and promote the adoption of new products or use cases.

• Establish customer relationships through campaigns and value-driven communications that support renewals, referrals, and growth.

• Scale customer engagement initiatives, including product training, updates, ROI tools, and use cases.

• Create customer communication and community programs, such as newsletters, webinars, events, a customer advisory board, and a customer summit.

• Formulate a lifecycle marketing strategy encompassing onboarding, adoption, maturity, expansion, and advocacy.

• Collaborate with Product Marketing, Product Development, Sales, and Customer Success on campaigns for new features, products, and use cases.

• Lead initiatives for customer advocacy and reference programs, including customer stories, testimonials, peer references, event speakers, and referrals.

• Establish a customer intelligence program to gather and disseminate customer feedback and recurring themes.

• Oversee the Voice of Customer program, incorporating NPS and customer satisfaction metrics.

• Collaborate with Customer Success and Account Management on targeted engagement initiatives.

• Create customer segmentation and engagement strategies based on lifecycle stage, products, use cases, maturity, and expansion prospects.

• Report directly to the CMO.

⛳️ Requirements

• Bachelor's degree focused on communications, marketing, or business.

• Over 5 years of experience in customer marketing, customer success, or customer service.

• Proven experience in developing and executing customer loyalty or advocacy programs.

• Background in marketing to enterprise or B2B technology, SaaS, or security clients is beneficial.

• Technical proficiency with digital marketing tools and platforms, including CRM systems, customer loyalty and referral platforms, and marketing automation tools.

• Experience in designing and implementing marketing campaigns that foster customer engagement, advocacy, and revenue growth.

• Ability to convert customer insights into engaging campaigns, narratives, and programs.

• Strong enthusiasm for serving and understanding customers in high-pressure, dynamic environments.

• Excellent interpersonal and analytical abilities.

• Strategic mindset with hands-on execution capability.

• Entrepreneurial spirit and capacity to establish a significant customer marketing program.

• Proactive self-starter with the ability to take ownership and tackle challenges effectively.

• Capability to work independently within a geographically dispersed team.

• Legal eligibility to travel within Canada, the United States, and internationally as required.

🏝️ Benefits

• Complimentary access to a health benefits package, including dental, extended health, vision care, and a health spending account.

• Remote and flexible working schedule.

• Genuine ownership with a clear trajectory for leading a team as it expands.

• Performance-based variable compensation structure linked to deliverables.

• Additional opportunities for growth over time.

• Engage at the convergence of AI, public safety, and enterprise technology with a dedicated team.

• A position on a rapidly growing venture.