# Associate Director, Customer Marketing & Education
**Company:** [Muck Rack](https://hotfix.jobs/companies/muck-rack)
**Location:** Remote
**Experience:** 8+ years
**Skills:** Intercom, Salesforce, Marketing Automation, CRM, Analytics Tools, Customer Lifecycle Marketing, Product Adoption, Net Revenue Retention, Customer Education, Voice Of Customer
**Posted:** 2026-05-12
> Leads post-sale customer lifecycle strategy including onboarding, adoption, expansion, and advocacy to drive product usage, retention, and growth in a B2B SaaS environment. Requires 8+ years experience managing teams and cross-functional partnerships with tools like Salesforce and Intercom.
## Job Description
## 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
**Apply:** https://hotfix.jobs/jobs/associate-director-customer-marketing-education-at-muck-rack-3479d6b9-e0df-4362-ab03-97e1b39adfee
**Canonical:** https://hotfix.jobs/jobs/associate-director-customer-marketing-education-at-muck-rack-3479d6b9-e0df-4362-ab03-97e1b39adfee