Director, Customer Marketing

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss.
Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

• We invented the cyber ratings industry in 2011
• Over 3000 customers trust Bitsight
• Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

 Bitsight is seeking a dynamic Director of Customer Marketing. This strategic role will deepen our relationships with existing customers by creating marketing programs focused on customer retention, engagement, and loyalty. The ideal candidate has built a Customer Marketing function from the ground up that includes expansion, retention, and multi-channel lifecycle campaigns, as well as customer advocacy (stories, quotes, online reviews, speaking) and community-building. This position requires a blend of strategic thinking, influence, creativity, execution, and an analytical approach to drive customer engagement, ultimately contributing to our company's growth and reputation in the cybersecurity industry.

Responsibilities:

Customer Marketing Strategy and Programs: Through your deep understanding of the overarching customer-related business priorities and metrics, you will actively and regularly represent the customer voice and data within the marketing organization and across the company. You will lead brainstorming and prioritization exercises to define levers and opportunities for driving customer and geographic segment-specific opportunities and improvements.  You will identify, create, and prioritize marketing-specific programs to meet business goals in conjunction with cross-functional partners. 

Customer Advocacy and Engagement: You will be responsible for developing and implementing digital and physical programs that foster a strong sense of engagement among our customer base. This includes partnering with the Customer Success teams to identify and nurture customer advocates, contribute to customer communication plans, manage our Customer Advisory Boards (CABs), customer reference program, and producing compelling customer stories and proof points that showcase the quantitative and qualitative value and impact of Bitsight solutions and services.

Customer Feedback and Insights: You will gather and analyze customer feedback to drive continuous improvement in products, services, and customer experience. This includes input from Client Advisory Board members and could also involve surveys, focus groups, or direct customer outreach.

Content Creation and Management: You will work with the Content Marketing team to bring impactful customer-driven content, including case studies, testimonials, and success stories, to life. Your role involves working closely with customers to capture and articulate their experiences, translating complex solutions into relatable and persuasive narratives. This content will be pivotal in demonstrating the real-world benefits of our products and services, serving as a key asset in our sales and marketing efforts. You will actively work a pipeline of fresh customer stories and curate a library for company-wide reference AND ensure they are activated in the right marketing channels to promote retention, expansion and influence prospects to purchase.

Events and Speaker Engagements: You will spearhead efforts to determine the right content and experiences to motivate customers to attend Bitsight-sponsored events. You will lead the content strategy for customer events and curate and manage a roster of customer speakers who can effectively share their success stories and insights. Your role includes coaching these speakers, ensuring their messages resonate with our target audience, and aligning these engagements with our overall marketing strategy and company value story to maximize visibility and impact. You will partner closely with field marketing who are responsible for ensure customer events and user groups are smoothly executed to achieve outcomes.

Key metrics of success: You will be a data-driven marketer who understands, sets priorities against and actively works to improve important business and marketing-level customer metrics including:

• Customer retention and satisfaction metrics: NPS, gross/net retention, renewals

• Customer marketing metrics: multi-touch en