Director, Customer Growth & Experiences

Director Of Customer Growth & Experiences

This senior, high-impact marketing leadership role focuses on shaping and scaling customer engagement strategies that drive revenue growth, retention, and long-term advocacy across a global B2B environment. You will lead the design and execution of customer marketing programs and experience initiatives that strengthen relationships across the entire lifecycle, from onboarding through expansion and renewal. Operating at the intersection of customer marketing, field events, and lifecycle strategy, you will collaborate closely with sales, customer success, and product teams to align initiatives with business goals. This is a player-coach role, requiring both strategic vision and hands-on execution across high-visibility programs. You will also oversee experiential marketing efforts including events, executive engagements, and customer activations that directly influence pipeline and brand perception. It is a highly cross-functional role with strong influence on growth strategy, customer loyalty, and market impact.

Accountabilities:

• Define and lead the North America customer marketing and experience strategy aligned with pipeline, retention, and revenue objectives
• Build and scale end-to-end customer lifecycle programs that drive engagement, expansion, and advocacy
• Design persona-driven customer activations targeting key decision-makers across ecommerce, risk, fraud, and digital functions
• Act as a player-coach, balancing strategic leadership with hands-on execution of high-impact programs
• Partner closely with sales, marketing, customer success, and partnerships teams to align on account priorities and growth initiatives
• Own customer advocacy programs, including references, case studies, and structured referral initiatives
• Develop and execute customer communication strategies, including newsletters, product updates, and targeted campaigns
• Oversee field marketing and event execution, including trade shows, executive events, and customer experiences in collaboration with internal teams
• Manage external vendors, budgets, timelines, and operational execution for event and experiential programs
• Build scalable frameworks and playbooks for customer marketing and event programs across pre-, during-, and post-event phases
• Define and track key performance metrics across pipeline influence, engagement, retention, and ROI

Requirements:

• 6+ years of experience in customer marketing, field marketing, events, or lifecycle marketing in a B2B SaaS or ecommerce environment
• Proven experience leading trade shows, executive events, and customer-facing experiential programs
• Strong background in cross-functional collaboration across sales, marketing, and customer success teams
• Experience managing or mentoring team members while balancing strategy and execution responsibilities
• Ability to build programs that drive measurable pipeline impact and customer growth outcomes
• Strong project management and organizational skills with attention to detail and execution quality
• Experience with ABM or partnership-driven marketing initiatives is highly preferred
• Strong communication and stakeholder management skills, including executive-level interaction
• Comfortable working in fast-paced environments with evolving priorities and high ownership expectations
• Willingness to travel approximately 20% of the time

Benefits:

• Competitive base salary ranging from $145,000 to $190,000 annually
• Annual performance bonus of up to 20% of base salary
• Equity package with stock option grants
• Flexible paid time off policy with unlimited PTO
• Comprehensive health coverage including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid parental leave (12 weeks)
• Life insurance, short-term and long-term disability coverage
• Flexible spending accounts (FSA)
• Mental health support and on-demand therapy for employees and dependents
• Dedicated learning and development budget
• Remote flexibility with occasional travel for events and team collaboration.