What You'll Do
Reporting to the CMO, the Director of Customer Marketing will be responsible for driving customer engagement and advocacy across samdesk's global base of security and risk teams, building a community of samdesk champions that fuels expansion, referrals, and net dollar retention (NDR). This newly created role owns the customer marketing pillar of samdesk's marketing strategy, acting as the bridge between the voice of the customer and the rest of the organization. The Director will build the strategy, programs, campaigns, and community that help existing customers get more value from samdesk and ultimately drive adoption of new products or use cases to support our expansion objectives. Success in this role will be measured by growth in account engagement, growth in marketing-influenced expansion revenue, and the growth of a referral and advocacy pipeline.
Responsibilities
- Build strong relationships with customers through engaging marketing campaigns and regular value-add communications that increase renewals, referrals, and expansion opportunities, in direct support of samdesk's NDR goals.
- Own and scale customer engagement programs - build a regular cadence of product training, news, ROI tools, and use cases
- Develop and manage customer communication and community programs, including a customer newsletter, webinars, in-person/virtual events, a customer advisory board, and a customer summit.
- Build a customer lifecycle marketing strategy that supports onboarding, adoption, maturity, expansion and advocacy, partnering with Customer Success to deliver timely education, use cases and communications at each stage of the customer journey.
- Partner with Product Marketing, Product, Sales and Customer Success to develop customer campaigns that increase awareness, adoption and expansion of new capabilities, products and use cases across the existing customer base.
- Lead samdesk's customer advocacy and reference program: identifying champions and systemically developing customer stories, testimonials, peer references, event speakers and referrals across priority industries, use cases and regions.
- Build a customer intelligence program that captures and shares customer feedback, needs, and recurring themes to inform Product, Marketing, Customer Success, and Sales.
- Own the customer marketing Voice of Customer program, including NPS and customer satisfaction measurement, and synthesize findings into actionable insights across marketing, product, and customer success.
- Partner with Customer Success & Account Management on targeted engagement programs for customer segments requiring additional education, adoption or re-engagement.
- Develop customer segmentation and engagement strategies based on lifecycle stage, products, use cases, customer maturity and expansion opportunities, enabling more relevant communications and programs.
We're Looking for Someone With
- Bachelor's degree with an emphasis on communications, marketing, or business.
- 5+ years of experience in customer marketing, customer success, or customer service, including experience leading the development and implementation of a customer loyalty or advocacy program.
- Experience marketing to enterprise or B2B technology, SaaS, or security customers is an asset.
- Technical knowledge of the latest digital marketing tools and channels, including CRM platforms, customer loyalty and referral platforms, and marketing automation platforms.
- Experience creating and executing marketing campaigns and programs that drive customer engagement, advocacy, and expansion revenue.
- Strong ability to translate customer insights into compelling campaigns, stories and programs, working with Product Marketing and creative resources to develop supporting content.
- Strong passion for serving and understanding customers, particularly those operating in high-stakes, fast-moving environments.
- Effective interpersonal skills to nurture customer relationships and work with cross-functional teams, along with analytical skills to determine marketing effectiveness and ROI of customer engagement efforts
- Strategic thinker who can see beyond the day-to-day to help reach marketing and revenue goals, strengthen the brand, and improve the customer experience - while also willing to roll up their sleeves and get things done.
- Entrepreneurial drive to build a program that will have a major impact on customer success and samdesk's mission to help security teams see sooner and decide faster.
- Strong, adaptable self-starter with the ability to take ownership and address challenges and tasks proactively.
- Ability to work autonomously with a geographically distributed team.
- Legal ability to travel within Canada, the United States, and internationally as needed.
What Are the Perks? What's In It For You?
- Work at the intersection of AI, public safety, and enterprise technology, with a committed and passionate team of innovators at a fast growing startup.
- Genuine ownership. You are building this function, not inheriting someone else's version of it, and there is a clear path to leading a team as it grows.
- Competitive compensation and free access to a health benefits package, including dental, extended health, vision care, and a health spending account.
- Remote and Flexible working schedule
- A seat on the rocket ship buckle up!
Compensation: Base salary of $140-155k CAD plus a performance-based variable structure based on deliverables. Total compensation is designed to reward both individual impact and team success, with additional opportunities for growth over time.
Application Details
Help us help you stand out! Please attach a cover letter and thoughtfully answer the screening questions on the application page. We look forward to reviewing your application!
