Director, Customer Marketing

Description

Sprout Social is looking to hire a Director, Customer Marketing to join the Marketing team. This role will report to the Vice President, Customer & Integrated Marketing.

Why join Sprout’s Marketing team?

As a member of Sprout’s Marketing department, you’re an integral part of inspiring our customers and driving the growth of our business. As a true partner to the Revenue and Customer Experience teams, we are accountable to—and responsible for—driving significant revenue across new business acquisition and customer growth. We center our customers, we’re driven by results and we’re passionate about our impact on the overall strength and health of Sprout. As individuals, there’s no shortage of opportunities to learn and grow in your current role and beyond. At Sprout, we want you to do your best work, be creative, take risks and make mistakes.

What you’ll do

• Define, own and execute Sprout’s customer marketing strategy, creating a vision and operational plan that increases customer loyalty, retention and lifetime value.
• Evangelize the voice of the customer across the business, researching and analyzing what drives customer delight and dissatisfaction and providing actionable insights.
• Lead and develop a diverse team of customer marketers spanning customer lifecycle, education, community and advocacy, providing coaching and career pathing to cultivate a high-performing team and culture.
• Partner closely with Marketing and Customer Experience leaders (Success, Professional Services, Support and Solutions Engineering) on the strategy and execution for onboarding, adopting and retaining both self-serve and assigned customers.
• Lead our executive engagement strategy and execution, including our Customer Advisory Board and its quarterly virtual and in-person gatherings.
• Own your team’s impact on our company-wide goal of earning customers for life, driving measurable progress in decreasing churn, increasing product adoption and growing gross revenue retention.

What you’ll bring

We are looking for a strategic leader who can confidently bring together cross-functional teams, provide a data-driven point of view and cultivate a high-performing strategy and team. You might be a fit for this role if you:

• Have extensive experience leading and executing holistic, customer marketing strategies that achieve ambitious goals in adoption, retention and growth.
• Bring a deep understanding of B2B customer journeys across segments and personas, and how to engage customers across multiple channels and touchpoints in their lifecycle.
• Foster innovation, creativity and accountability on teams you lead, encouraging colleagues at every level to realize new possibilities.
• Build strong relationships with Marketing, CX and Revenue leaders, providing insights and recommendations to help improve the customer experience and increase retention.
• Embrace a culture of feedback and a growth mindset, proactively sharing your perspective and learning from others.
• Are no stranger to driving change initiatives, launching major cross-functional programs and securing buy-in at all levels—in fact, you thrive when leading through change.

The minimum qualifications for this role include:

• 10+ years of experience in customer marketing, engagement and advocacy initiatives
• 3+ years demonstrated leadership skills, including hiring, mentoring and coaching both individual contributors and people managers
• Proven success as a communicator and cross-functional relationship builder

Preferred qualifications for this role include: 

• Experience in a high-growth B2B SaaS business
• Familiarity with tools like Salesforce, Marketo, Intercom, Insided, UserEvidence, Zendesk, Gainsight or Workramp and their use in a customer marketing context

Within 1 month, you’ll plant your roots, as you:

• Experience Sprout’s new hire onboarding program, which includes product training, insight on our company’s mission and vision, and a comprehensive overview of the org. 
• Work with the VP, Customer & Integrated Marketing to set initial priorities, align on expectations for your role and review/define key success metrics to measure progress.
• Get to know members of your team and Marketing’s Senior Leadership Team in 1:1s to understand the customer marketing team, the customer journey and team responsibilities.
• Begin to meet your peers and key stakeholders across Campaigns, Revenue Marketing, Product Marketing, Marketing Operations, Brand Creative, Product, Growth, Product Ops, Customer Success and Customer Support to understand current working relationships.
• Familiarize yourself with Marketing and Brand Creati