Director, Customer Experience Marketing

About G2 - The Company

When you join G2, you’re joining the team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users.

G2 is the world's largest and most trusted software marketplace. More than 100 million people annually — including employees at all Fortune 500 companies — use G2 to make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with G2 to build their reputation and grow their business — including Salesforce, HubSpot, Zoom, and Adobe. To learn more about where you go for software, visit www.g2.com and follow us on LinkedIn.

As we continue on our growth journey, we are striving to be the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. Does that sound exciting to you? Come join us as we try to reach our next PEAK!

About G2 - Our People 

At G2, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You’ll be part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other’s successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us all to grow and learn.

You will be part of a global, diverse team of smart, dedicated, and kind individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and highlight the diverse identities of our global team. As an organization, we are intentional about our DEI and philanthropic work (like our G2 Gives program) because it encourages us all to be better people. 

About The Role

At G2, the Director of Customer Experience Marketing will spearhead the strategy and execution for teams including Customer Marketing, Customer Education, Customer Community, User Acquisition and Engagement, Lifecycle Marketing, and Email Experience. This leadership role calls for proven experience in driving holistic customer experiences, building and nurturing engaged communities, and designing programs that foster deep customer retention, loyalty, and growth. You will collaborate across departments to ensure every stage of the customer journey aligns with G2’s mission to deliver exceptional value and customer engagement and advocacy.

In This Role, You Will:

Customer Experience Strategy & Vision

• Develop Unified Customer Strategy: Build and execute a comprehensive vision for the customer journey, from acquisition to advocacy (25%).

  • Why: To drive customer satisfaction, retention, and long-term loyalty.

  • How: Partner cross-functionally to unify brand touchpoints and measure overall experience impact.

• Oversee Customer-Facing Teams: Direct Customer Marketing, Education, Community, User Acquisition/Engagement, Lifecycle Marketing, and Email Experience teams (10%).

  • Why: To ensure consistent, integrated experiences for all customers.

  • How: Establish shared KPIs and performance standards across teams.

Program Development & Execution

• Customer Marketing Programs: Design initiatives to promote customer advocacy, referrals, and co-marketing success stories (10%).

  • Why: To amplify customer voices and deepen engagement.

  • How: Launch and optimize loyalty and reference programs.

• Customer Education: Oversee the creation of learning resources, webinars, certifications, and onboarding (10%).

  • Why: To empower users and drive product adoption.

  • How: Collaborate with Product and Content teams to ensure resources address user needs.

• Community Building: Foster an engaged user community through events, forums, and digital platforms (10%).

  • Why: To create meaningful peer connections and facilitate knowledge sharing.