inriver · 11 hours ago

Director of Customer Marketing

United States

Full-time

Remote

Director/Executive

7+ years exp

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E-CommerceInformation Services

Work & Life Balance

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Responsibilities

Customer Program Development: Design and implement marketing programs to drive platform adoption, improve customer engagement, and support enterprise-wide adoption of inriver’s solutions.

Collaboration: Partner with the sales, account management, customer success, and partner teams to align customer marketing strategies with account expansion goals, ensuring a cohesive approach across all touchpoints.

Customer Experience: Lead efforts to enhance customer experience and satisfaction through marketing initiatives that drive customer NPS, reduce churn, and support overall customer success.

Upsell & Cross-sell: Develop and execute campaigns aimed at identifying and nurturing upsell and cross-sell opportunities within the existing customer base.

Customer Education & Engagement: Create and manage customer education programs, including webinars, workshops, case studies, and success stories, to help customers maximize their use of the inriver platform.

Customer Advocacy: Foster customer advocacy by building customer communities, encouraging reviews, and securing customer testimonials and case studies for marketing purposes.

Measurement & Reporting: Track the success of customer marketing programs through key metrics such as NPS, platform adoption rates, and revenue from upsell/cross-sell activities. Regularly report on performance and adjust strategies to optimize results.

Hands-On Execution: While this is a Director-level role, it is an individual contributor position. You will be expected to manage and execute customer marketing programs directly.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer marketingCustomer successAccount-based marketingUpsellCross-sell programsPerformance metrics analysisCross-functional collaborationDegree in MarketingDegree in BusinessAdvanced degree preferred

Required

7+ years of experience in customer marketing, customer success, or account-based marketing, with a proven ability to drive customer engagement and revenue growth.

Experience in developing and managing customer marketing programs that drive platform adoption and support enterprise-wide engagement.

Strong experience working with cross-functional teams, particularly sales, customer success, and account management, to align marketing efforts with customer needs and business goals.

Data-driven mindset with the ability to track, analyze, and report on key performance metrics (e.g., NPS, customer adoption, upsell/cross-sell revenue).

Proven track record in building and executing programs that support upsell and cross-sell initiatives.

Excellent communication and storytelling skills, with the ability to create compelling customer-facing content and campaigns.

Ability to work autonomously and manage multiple programs in a fast-paced, results-oriented environment.

Bachelor’s degree in Marketing, Business, or a related field.