Lead the evolution of customer value creation by shaping a comprehensive growth strategy that spans onboarding, adoption, renewal, and expansion. This role is central to building programs that deepen customer relationships, fuel advocacy, and generate actionable insights across the organization.
Strategic Leadership
Develop and direct a unified customer growth vision that aligns lifecycle marketing, customer insights, and community engagement. Serve as a key advisor to executive leadership by translating customer feedback, NPS trends, and win/loss analysis into strategic recommendations. Design and manage executive advisory boards to capture market and product insights directly from top customers.
Customer Engagement & Advocacy
- Build and scale a global customer community that fosters peer connections, user-generated content, and mutual support
- Launch advocacy initiatives including speaker bureaus, co-created content, and social amplification programs
- Produce executive-facing customer content such as thought leadership series, podcasts, and event tracks
- Drive social media strategies that highlight customer stories and strengthen brand credibility
Data-Driven Growth
Own the enterprise NPS program—from survey design to closed-loop follow-up—and analyze results by segment, region, and journey stage. Lead win/loss interviews across new business and churn to uncover patterns in pricing, competition, and product fit. Turn findings into sales enablement tools and product feedback for cross-functional teams.
Team & Technology Oversight
Lead high-performing teams in lifecycle marketing, customer insights, and community. Leverage platforms including marketing automation (Marketo, HubSpot), CRM (Salesforce), NPS tools (Qualtrics, Medallia), and advocacy systems (Influitive, Gainsight Advocate) to power scalable, insight-rich campaigns. Partner closely with Product, Customer Success, and Sales to align growth initiatives with company objectives.
Qualifications
Requires 12+ years in marketing with 5+ years in leadership, preferably in B2B SaaS. Proven experience scaling customer marketing, advocacy, and insight programs. Strong analytical abilities, fluency with customer data platforms, and executive communication skills are essential. An MBA or related degree is preferred.
