Director of Customer Marketing
The Department
The Director of Customer Marketing plays a critical role in ensuring we retain, develop and grow our existing customers. Working in partnership with the Customer Success team, this role is responsible for the creation and implementation of marketing activities that drive adoption of the Sprout platform as well as expansion of our footprint within our customer organizations. This role will enhance and own the ongoing engagement strategy for our customers ensuring relevant and timely information is distributed to our new and existing clients, as well as developing strategies to win back lost customers.
Your Role
- Revenue and retention responsibilities related to existing customers.
- Proven track record of developing and managing successful campaigns to a large diverse customer population.
- Partner with Sales, Success, Events and Advocacy teams to develop strategic marketing efforts focused on achieving company goals related to customer growth, retention, and satisfaction.
- Develop materials and programs helping onboard our new customers, enabling them to understand the full breadth of Sprout’s offering and how they will benefit.
- Provide existing customers resources and opportunities to capitalize on the full value of Sprout’s product, service and industry knowledge.
- Leverage multiple channels and technologies to effectively reach and communicate with our customers, while ensuring a cohesive, consistent approach across all of them.
- Demonstrate the value and potential of Social Media and the Sprout app.
- Win back past-customers by proving the value of Sprout’s new products and features, driving past customers back into our sales cycle.
- Leverage key data points stored in Salesforce.com for segmentation purposes, allowing Sprout to more directly speak to customer situations and goals
Requirements
- Experience in driving customer growth and communication campaigns that drive action, ideally with a SaaS business
- History of successful collaboration with internal partners such as Customer Success, Product Marketing, Marketing, Email and/or Events teams
- Analytical and able to interpret data into meaningful marketing actions
- Willingness to be strategic and tactical
- Strong accountability for generating measurable results
- Self-starter who thrives in a creative, dynamic environment
- Excellent communication, organizational, and time-management skills
- Minimum 10 years working in marketing for a consumer-driven organization - ideally in a SaaS business
- Experience in social media is a plus