Director of Global Customer Marketing (Remote in US)

Criteria Corp is entering a critical phase of growth and transformation, expanding beyond product innovation into a truly customer-centered organization. We are seeking a Director, Global Customer Marketing to build and lead our first fully integrated customer marketing function—uniting advocacy, lifecycle, community, and expansion strategies. This role will own the end-to-end customer journey post-sale, driving retention, loyalty, and revenue growth for our global customer base across North America, Australia, and Europe.

This is a builder role. The ideal leader is both strategic and hands-on, capable of designing scalable programs, aligning cross-functional teams, and operationalizing customer insights into measurable business impact.

Key Responsibilities

Program Development & Execution

• Advocacy & Reference Programs: Build loyalty, reference, and advocacy programs to activate customer champions, generate case studies, and influence pipeline.
  
• Community Building: Launch and nurture customer community experiences (forums, events, peer groups) to foster engagement and connection.
  
• Lifecycle & Email Marketing: Partner with lifecycle and email teams to guide what customer stories, proof points, and advocacy assets are used at key journey moments — ensuring automated campaigns (nurtures, retention plays, upsell triggers) are fueled by the right insights, segments, and voice-of-customer content.
  

Customer Experience Strategy & Vision

• Develop and own a unified customer marketing strategy that spans onboarding, adoption, expansion, and advocacy.
  
• Define customer personas, journey stages, and value milestones to ensure consistent, relevant engagement across the lifecycle.
  
• Partner with Product Marketing, Revenue, CS, and Sales to bring a cohesive customer experience to market.

Growth, Upsell & Cross-Sell Enablement

• Collaborate with CS and Account Management to operationalize plays that drive expansion, renewals, and multi-product adoption.
  
• Create customer proof points, content hubs, and advocacy assets aligned to sales and renewal motions.
  
• Partner with RevOps on segmentation, health scoring, and journey analytics to identify expansion opportunities.
  

Cross-Functional Collaboration & Leadership

• Work closely with Product, Sales, CS, Brand, and Demand Gen to ensure alignment on customer goals and messaging.
  
• Lead, mentor, and inspire a small but high-impact customer marketing team (initially leveraging shared resources across content, email, and demand).
  
• Establish stakeholder rhythms, governance, and visibility into program performance.
  

Customer Insights & Analytics

• Use customer data, feedback, NPS, and engagement trends to inform strategy and optimize programs.
  
• Partner with RevOps to improve data hygiene and build dashboards for retention, expansion, and advocacy metrics.
  
• Report results to executive leadership, tying customer programs to revenue impact.
  
  

Qualifications

• 8 years in Customer Marketing, Customer Experience, or Advocacy within B2B SaaS.
  
• Proven experience building customer programs that drive retention, expansion, and loyalty.
  
• Strong cross-functional leadership, with deep collaboration across Product, Sales, CS, and Marketing.
  
• Track record of creating scalable frameworks, processes, and content systems.
  
• Comfortable operating in evolving environments and building from the ground up.
  
  

Salary : $140,000