Director, Customer Marketing

Summary

Join Demandbase as Director, Customer Marketing and lead the customer marketing strategy, driving customer expansion, loyalty, and lifetime value. Evangelize the customer voice, researching and analyzing customer satisfaction. Lead and develop a high-performing customer marketing team. Partner with Sales and Customer Success teams. Own campaign ideation and execution, and lead executive engagement strategies. Contribute to company-wide goals of generating expansion pipeline, reducing churn, and increasing revenue retention. This role reports to the SVP of Growth and requires 10+ years of customer marketing experience and 3+ years of leadership experience.

Requirements

• 10+ years of experience in customer marketing, with demonstrated success in driving expansion revenue
• 3+ years demonstrated leadership skills, including hiring, mentoring and coaching both individual contributors and people managers
• Proven success as a communicator and cross-functional relationship builder with a focus on revenue growth
• Possess proven expertise in designing and implementing comprehensive customer marketing initiatives that deliver exceptional results in expanding customer accounts, maximizing platform adoption, and securing long-term loyalty
• Show mastery of the ABM landscape and understand how enterprise customers navigate their technology journey, with the ability to orchestrate meaningful engagements at critical decision points
• Create an environment that rewards bold thinking and calculated risk-taking, inspiring your team members to contribute their best ideas toward our expansion goals
• Excel at cultivating strategic partnerships with key stakeholders across Demandbase's Marketing, Customer Success, and Sales organizations to identify expansion opportunities and enhance customer lifetime value
• Demonstrate intellectual curiosity and continuous improvement, actively soliciting diverse perspectives and applying lessons learned to refine your approach
• Have a successful track record of spearheading transformation initiatives within an organization, mobilizing cross-departmental resources, and gaining executive support for customer expansion priorities

Responsibilities

• Define, own and execute Demandbase's customer marketing strategy, creating a vision and operational plan that drives customer expansion pipeline, increases customer loyalty and lifetime value
• Evangelize the voice of the customer across the business, researching and analyzing what drives customer delight and dissatisfaction and providing actionable insights
• Lead and develop a diverse team of customer marketers spanning customer lifecycle, education, expansion, retention, community and advocacy, providing coaching and career pathing to cultivate a high-performing team and culture
• Partner closely with Sales and Customer Success leaders (Success, Professional Services, Support and Solutions Engineering)
• Own ideation and execution for campaigns and communications into our customer base owning, 1:1, 1:few and 1:many motions
• Lead our executive engagement strategy and execution, including our Customer Advisory Board and its quarterly virtual and in-person gatherings
• Own your team’s impact on our company-wide goal of generating expansion pipeline, earning customers for life, driving measurable progress in decreasing churn, increasing product adoption and growing gross revenue retention

Preferred Qualifications

• Experience in a high-growth B2B SaaS business
• Track record of developing and implementing successful customer expansion programs
• Advanced proficiency in Salesforce, WordPress, Asana, DemandbaseOne, Sendoso, On24, ChurnZero, Stensul, SlapFive, and other MarTech tools

Benefits

• Up to 100% paid premiums for Medical and Vision coverage
• A range of mental wellness resources, including access to Modern Health
• A flexible PTO policy
• 15 paid holidays in 2025—including a three-day break around July 4th and a full week off for Thanksgiving
• No Internal Meetings Fridays
• A competitive 401(k) plan
• Short-term and long-term disability coverage
• Life insurance