Director, Customer Marketing

Summary

Join Sprout Social's Marketing team as Director, Customer Marketing, reporting to the VP, Customer & Integrated Marketing. You will define and execute the customer marketing strategy, increasing customer loyalty and lifetime value. Lead and develop a team of customer marketers, focusing on customer lifecycle, education, community, and advocacy. Partner with Marketing and Customer Experience leaders to optimize onboarding and retention. Drive executive engagement and contribute to the company's goal of earning customers for life. This role requires extensive experience in customer marketing and leadership, along with strong communication and cross-functional collaboration skills. Sprout offers a comprehensive benefits package.

Requirements

• Have extensive experience leading and executing holistic, customer marketing strategies that achieve ambitious goals in adoption, retention and growth
• Bring a deep understanding of B2B customer journeys across segments and personas, and how to engage customers across multiple channels and touchpoints in their lifecycle
• Foster innovation, creativity and accountability on teams you lead, encouraging colleagues at every level to realize new possibilities
• Build strong relationships with Marketing, CX and Revenue leaders, providing insights and recommendations to help improve the customer experience and increase retention
• Embrace a culture of feedback and a growth mindset, proactively sharing your perspective and learning from others
• Are no stranger to driving change initiatives, launching major cross-functional programs and securing buy-in at all levels—in fact, you thrive when leading through change
• 10+ years of experience in customer marketing, engagement and advocacy initiatives
• 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

Responsibilities

• Define, own and execute Sprout’s customer marketing strategy, creating a vision and operational plan that increases customer loyalty, retention 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, community and advocacy, providing coaching and career pathing to cultivate a high-performing team and culture
• Partner closely with Marketing and Customer Experience leaders (Success, Professional Services, Support and Solutions Engineering) on the strategy and execution for onboarding, adopting and retaining both self-serve and assigned customers
• 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 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
• Familiarity with tools like Salesforce, Marketo, Intercom, Insided, UserEvidence, Zendesk, Gainsight or Workramp and their use in a customer marketing context

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity and inclusion initiatives
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting
• Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States
• Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit)
• Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution
• Sprout offers “Flexible Paid Time Off” and ten paid holidays
• Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan