6+ years in customer marketing or lifecycle marketing in B2B SaaS
Experience with customer journeys and expansion strategies
Hands-on expertise in marketing automation platforms and CRM systems
Strong analytical skills with proficiency in Excel for data analysis and reporting
Collaborative mindset for cross-functional teamwork
Responsibilities
Lead and develop a high-performance customer marketing team
Define and enhance a quarterly campaign plan for customer expansion
Provide strategic direction for all aspects of campaign management
Oversee a multi-touch lifecycle marketing program across channels
Manage a comprehensive customer webinar and enablement program
Collaborate with Product Marketing to align content strategy for customer needs
Implement re-engagement strategies to reduce churn and revitalize accounts
Benefits
Comprehensive benefits package
Opportunities for professional development and growth
Collaborative work environment
Flexible working arrangements
Access to cutting-edge marketing tools and technologies
Full Job Description
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.
