Director, Customer Marketing Commercial

Director Customer Marketing Commercial

• Lead and evolve an integrated, multi-channel customer marketing strategy designed to drive product adoption, renewals, retention, expansion revenue and long-term customer value.
• Direct end-to-end campaign delivery through cross-functional partners including Creative, Digital, Social, Content, Marketing Operations, Customer Success, and Sales — setting priorities, resolving blockers, and holding teams accountable to timelines and outcomes.
• Champion the use of product usage data, customer insights, automation, and AI-driven analytics to identify expansion signals and continuously optimize engagement across the customer journey.
• Own expansion MQLs and revenue influence as primary KPIs and build the strategic frameworks that connect marketing activity to measurable pipeline impact.
• Partner with Sales and Customer Success leadership to ensure expansion-ready accounts are properly nurtured, prioritized, and followed up on — and hold joint accountability for conversion outcomes.
• Define the reporting cadence and account-level intelligence (intent signals, campaign performance, engagement data) that informs account planning, renewal strategy, and expansion opportunities across the GTM org.

Primary Responsibilities

• Lead, coach, and develop a team of customer marketing professionals, fostering a culture of accountability, continuous learning and high performance.
• Define, own and continuously improve a quarterly customer expansion campaign plan focused on adoption, retention, and incremental revenue growth — with clear goals and success criteria.
• Provide strategic direction and hands-on leadership across all campaign stages: planning, segmentation, execution, optimization, reporting and post-campaign analysis.
• Lead a high-impact, multi-touch lifecycle marketing program across channels
• Oversee a comprehensive customer webinar and enablement program — setting the content strategy, managing speakers and scheduling, and ensuring follow-up workflows drive measurable outcomes across onboarding, adoption, cross-sell, and upsell.
• Partner with Product Marketing leadership to shape expansion-focused content strategy aligned to customer needs, product maturity, and value realization.
• Collaborate with Marketing Operations to design, optimize, and govern automated nurture flows, trigger logic, and attribution reporting — ensuring the infrastructure supports scale.
• Champion re-engagement strategies that reduce churn risk and reactivate dormant or underutilized accounts, working cross-functionally to align on intervention playbooks.
• Build strong alignment with Product Marketing and Account Management
• Manage campaign execution and asset delivery through a content management platform (Wrike), ensuring operational discipline across the team.
• Own and maintain the customer marketing calendar; communicate timelines, milestones, and outcomes to senior stakeholders and cross-functional partners.
• Provide regular reporting on expansion KPIs as related to impact on campaigns and influence on revenue.
• Set and enforce standards for CRM and customer data stewardship, including accurate account records, lifecycle stages, and expansion attribution.

Required Qualifications

• 6+ years of experience in customer marketing, lifecycle marketing, or expansion-focused campaign management within B2B SaaS.
• 6 + years of customer journeys, adoption frameworks and expansion motions experience
• 6+ years of hands-on experience with marketing automation platforms, CRM systems and customer data

Preferred Qualifications.

• Experience leveraging digital, automation, and AI-driven tools for segmentation, personalization, predictive insights and performance optimization.
• Ability to translate product usage and customer data into actionable marketing programs.
• Strong cross-functional collaboration skills.
• Advanced Excel with the ability to create clear, compelling and comprehensive reports and analysis.