Responsibilities

• Partner with customer success and sales leadership to define strategy and activities to reduce churn and downsell and to grow renewals, upsell, and cross-sell
• Establish Customer Advisory Boards (CAB) and Product Roadmap Council groups
• Support EBC activities as needed
• Drive always-on customer marketing campaigns including email newsletters, industry updates, and webinars
• Scale customer advocacy program including case studies, references, and champions
• Create training programs and certifications
• Setup and maintain Voice of the Customer program including customer interviews and surveys (CSAT, NPS, product health)

Requirements

• 5+ years in customer marketing in enterprise SaaS, event or field marketing background is a plus
• BA/BS in business or engineering, MBA preferred
• Strong understanding of enterprise SaaS customer onboarding and retention
• High attention to detail and organizational skills with the ability to deliver campaigns, content, customer events, and research
• Exceptional storytelling ability and strong copywriting and copyediting skills
• Ability to navigate and build relationships with a global network of stakeholders and flourish in a matrix environment and influence peers
• Self-starter, team player and able to work in a fast-paced environment
• Must be eligible to work in the US without sponsorship from an employer, now or in the future

Preferred

• MBA preferred

Benefits

• healthcare benefits
• 401(k) plan and company match
• short-term and long-term disability coverage
• basic life insurance
• stock awards
• employee stock purchase plan