Director, Customer Marketing

The Director of Customer Marketing defines and leads the marketing strategies for customer lifecycle programs that drive client onboarding, adoption, value actualization and advocacy. This role collaborates with Customer Success, Support, Sales, Product Marketing and other cross-functional teams to achieve customer experience, satisfaction, expansion and retention goals. We are looking for a candidate who is highly motivated to drive change, implement best practices and lead matrixed and direct-report teams to deliver results.

What you’ll do:

  • Create lifecycle marketing and communication programs for key customer personas to build stronger relationships and to accelerate their progression through the post-sale customer journey phases
  • Develop deep understanding of customer personas and their needs to inform the development of messaging and content strategy; Conduct research to gather data and insights
  • Develop and lead customer engagement programs such as customer advisory board, executive briefings, in person/virtual events
  • Develop and lead customer advocacy initiatives including references, testimonials, referrals, speaking opportunities and loyalty programs
  • Partner with the Customer Success function to create enablement content that equip reps with the knowledge, content and tools they need to successfully engage customers
  • Establish metrics; Monitor and report on the performance of customer marketing programs, and shared business goals
  • Lead indirect and direct team members

What you’ll need:

  • Minimum 6-8 years of marketing experience in customer engagement and management
  • Experience in delivering campaigns and programs that drive adoption, engagement and advocacy
  • Experience in the development and management of customer community and events such as advisory boards, user conferences and customer briefings
  • Ability to create value proposition, messaging and content strategies; Ability to develop creative and impactful marketing programs
  • Strong skills in using marketing tools including CRM, marketing automation and customer success platforms
  • Critical thinker with strong writing, communication, presentation development and delivery skills including ability to effectively communicate with executive and cross-functional leaders
  • Highly accountable self-starter that is able to work with little direct supervision
  • Experience in building and leading teams
  • A desire to work in a high growth and results-oriented team environment
  • SaaS Experience preferred

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.

Los Angeles Business Journal Best Places to Work, 2018
Los Angeles Business Journal Top 100 Fastest Growing Private Company, 2018
Deloitte Fast 500, 2018
Inc 5000 - Best Workplaces, 2018
Inc. 5000 – America’s Fastest Growing Companies, 2018
Glassdoor/Battery Ventures Highest Rated Cloud Computing Companies, 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Forbes - Next Billion-Dollar Startup List, 2017  

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