Associate Director, Customer Marketing & Education

Responsibilities

• Own the post-sale lifecycle strategy across onboarding, adoption, retention, expansion and advocacy, establishing clear stages, core workflows and measurable outcomes tied to product usage, retention and net revenue retention
• Shape and drive expansion strategy by identifying growth opportunities and guiding programs that increase product usage, upsell and cross-sell across accounts
• Own the product adoption strategy by defining key usage behaviors, operationalizing adoption metrics and leading product education to drive depth and frequency of usage
• Partner with Product and Product Marketing to ensure lifecycle and adoption strategies reflect real customer workflows and differentiated value
• Set the vision for scalable learning programs, including webinars, courses and resource hubs that enable customers to achieve meaningful outcomes
• Own the end-to-end advocacy strategy, building a clear path from adoption to advocacy to referral-driven growth, and guiding programs for reviews, case studies and customer references
• Establish and lead a voice of the customer program, including structured feedback systems and Customer Advisory Boards, to inform Product, Marketing and leadership decisions
• Lead and inspire a high-performing team by setting clear priorities, fostering cross-functional collaboration, and developing team members through coaching, feedback, and professional growth opportunities

Success Metrics

• Growth in net revenue retention through expansion and upsell
• Faster time to value and increased adoption of core workflows across the customer base
• Higher product usage depth and frequency, leading to improved retention and customer satisfaction
• A scalable advocacy engine that drives reviews, references and referral-driven growth
• Clear, actionable customer insights that influence product, messaging and go-to-market strategy

Requirements

• 8+ years of experience in customer marketing, lifecycle marketing, growth or related roles in a B2B SaaS or technology company
• Proven success owning or influencing post-sale metrics such as adoption, retention, expansion or net revenue retention
• Strong understanding of customer lifecycle strategy, segmentation and behavior-driven marketing
• Experience building or scaling customer education, onboarding or product adoption programs
• Demonstrated ability to manage and develop a high-performing team
• A strong balance of strategic thinking and execution, with the ability to build systems and drive results
• Experience partnering cross-functionally with Product, Sales, Customer Success and Enablement
• Experience working with modern marketing and customer engagement tools such as Intercom, marketing automation platforms, CRM systems (e.g. Salesforce) and analytics tools
• Strong communicator who can connect product usage to customer value and business outcomes
• Analytical and data-driven, with a focus on measuring impact and continuously improving programs