VP, Customer Marketing

About the Role

What You’ll Do

• Own customer marketing strategy end-to-end, including onboarding, lifecycle communications, adoption, expansion, retention, and advocacy
• Drive revenue impact through expansion, cross-sell, upsell, and renewal support in close partnership with Sales and Customer Success
• Build and scale customer advocacy programs (case studies, testimonials, references, reviews, events, community)
• Develop segmentation and lifecycle frameworks tailored to different customer profiles (e.g., law firms, in-house legal teams, enterprise vs. SMB)
• Partner with Product to translate customer insights into go-to-market messaging, enablement, and feedback loops
• Lead customer storytelling across channels: website, sales collateral, events, webinars, PR, and analyst relations
• Define and track customer marketing KPIs (NPS, adoption, retention, expansion, advocacy, engagement) and report impact to leadership
• Build, mentor, and scale a high-performing customer marketing team
• Establish the systems, processes, and tooling needed to support a growing customer base as the company scales

Requirements

• 10+ years of experience in B2B SaaS marketing, with significant experience in customer marketing or lifecycle marketing
• Proven track record of building and scaling customer marketing programs at a high-growth startup (Series A–C preferred)
• Strong understanding of B2B SaaS revenue models, including expansion and retention dynamics
• Experience partnering deeply with Sales, Customer Success, and Product teams
• Ability to operate at both strategic and executional levels in a fast-paced environment
• Data-driven mindset with experience defining metrics and demonstrating ROI
• Excellent storytelling and communication skills, especially in translating complex products into clear customer value
• Prior experience in legal tech, vertical SaaS, or selling to legal teams is a plus, but not required
• Proven people leader with experience hiring, developing, and scaling teams