Remote Head of/Director Customer Marketing

Summary

Join Talon.One as the Head of Customer Marketing to spearhead a new sub-function focused on retaining and growing our customer base. This role will lead the marketing strategy across product adoption, upsell opportunities, customer communication, and advocacy programs.

Requirements

• Experience with Advocacy Programs: Proven success scaling advocacy programs with CxOs
• Analytical and Storytelling Skills: Ability to be both analytical and a powerful storyteller and communicator
• Energy and Flexibility: Drive to create real and measurable business results
• Integrated Marketing and Demand Generation: Experience in executing ROI-driven marketing and post-sale demand generation programs
• Go-to-Market Ready: Demonstrated ability to work with Customer Success and Marketing teams to bring new products to market, drive expansion, and learn from customers
• Strong Collaboration: Track record of working effectively with Product, Marketing, Success, and Sales teams
• Excellent Communication: Ability to concisely articulate a vision that resonates with internal stakeholders like sales and success and inspires customers
• Comfort with Ambiguity: Comfortable starting from the early days of the customer marketing and advocacy and a desire to establish new processes to scale team

Responsibilities

• Develop and execute strategies to increase customer retention and engagement
• Work with the wider marketing team to create integrated campaigns that highlight Talon.One’s customer success stories
• Establish a robust program to showcase customer experiences through case studies and success stories
• Partner with Product Marketing to create resources that help customers maximize the value of Talon.One and increase product adoption
• Act as a liaison between customers and the product team, relaying customer insights and suggestions
• Build and manage a world-class customer event and advocacy programs in partnership with the wider marketing team
• Hire and manage global event marketing manager
• Develop an online and offline customer community
• Evolve and manage the Customer Advisory Board (CAB)
• Oversee the customer event strategy, including our flagship event, INCENTIVIZE, to ensure global growth and customer satisfaction
• Coordinate customer speakers for events
• Create and manage customer loyalty programs, reference programs, and foster a sense of community among customers
• Track and report on key customer marketing metrics, such as customer satisfaction, Net Promoter Score (NPS), upsell/renewal targets, and customer lifetime value (CLV)

Benefits

• Learning budget and LinkedIn Learning
• Flexible PTO
• 401(k)
• Remote-work abroad up to 90 days
• Mental health support with Nilo.health