Head of Customer Marketing

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

📋 Description

• Spearhead our customer storytelling initiative, creating a consistent flow of customers eager to share their experiences regarding how they tackle significant business challenges, adapt in the AI era, and integrate LaunchDarkly into their AI Software Development Life Cycle (SDLC).

• Formulate an executive advisory board that fosters trust, feedback loops, and advocacy from key decision-makers at our most valued customers.

• Identify and interview customers (both in-person and on camera) to create customer case studies in various formats, including written documents, videos, and quotes.

• Identify and coordinate customers who will present live alongside LaunchDarkly at both buyer-focused and internal events.

• Supervise all peer review programs (G2, Peerspot, Gartner Peer Insights, and TrustRadius) to ensure LaunchDarkly retains its leader status across all platforms.

• Conceptualize, implement, and continuously refine advocacy programs and incentive strategies that motivate customer participation, leveraging data-driven insights and automation to uncover new opportunities.

• Collaborate closely with executives and customer-facing teams to help source, engage, and cultivate relationships with customer advocates.

• Partner with the lifecycle marketing team to oversee customer onboarding and nurture activities for adoption.

• Develop scalable feedback mechanisms that gather customer insights and shape messaging, positioning, and go-to-market strategies.

⛳️ Requirements

• Generally requires a minimum of 12 years of relevant experience, including at least 3 years in a supervisory role.

• Over 7 years of experience in customer advocacy, including managing a team of individual contributors.

• Experience engaging directly with a developer or software engineering audience.

• Proven track record of establishing scalable operational frameworks and leading teams through complex, cross-functional initiatives.

• Demonstrated ability to cultivate strong one-on-one relationships and facilitate go-to-market and executive team interactions with customers.

• Proficient in using customer advocacy tools such as Champion and UserEvidence.

• Strong analytical and data-driven mindset, with experience utilizing CRM and customer lifecycle management tools like Salesforce and Gainsight.

• Outstanding written and verbal communication skills, capable of crafting compelling content and messaging for varied audiences.

• Experience collaborating with global, remote teams and engaging with cross-functional stakeholders.

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Health insurance

• Vision insurance

• Dental insurance

• Mental health benefits