Senior Director, Customer Marketing
Job Summary
Job Description
Sitecore is seeking a Senior Director, Customer Marketing to drive customer initiatives for retention, advocacy, expansion, and engagement in the B2B SaaS landscape. This role involves leading customer advocacy programs, cultivating champions for testimonials and case studies, and promoting recognition programs. The director will also focus on increasing customer lifetime value (CLV) by improving customer communications and retention strategies in collaboration with various teams. Responsibilities include supporting the customer community, integrating customer insights into business strategies, and defining key performance metrics for marketing initiatives. The ideal candidate will have a proven track record in customer-centric roles and strong leadership skills.
Must have:
- 7+ years in customer marketing/success in B2B tech
- Experience leading customer advocacy, retention, and community programs
- Experience leading and developing high-performing teams
- Strong understanding of customer lifecycle management and CX
- Excellent communication and leadership skills
- Data-driven with analytical abilities
- Experience managing customer advisory boards and professional communities
7 skills required
Job Details
Description
About Us:
At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalized digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.
As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalized but predictive and dynamic.
Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.
As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.
Learn more at Sitecore.com
About the Role:
We are looking for an experienced and dynamic Senior Director, Customer Marketing to join our team. This highly collaborative, results-oriented leader will drive innovative customer initiatives to support retention, advocacy, expansion, and engagement. If you have a proven track record in customer-centric roles and a deep understanding of the B2B SaaS landscape, this is your chance to make a significant impact. Join us in designing and scaling customer programs that enhance customer lifetime value (CLV), build a strong, engaged community of advocates, and lead a high-performing team.
What You’ll Do:
- Team Leadership: Inspire, mentor, and develop a high-performing customer marketing team. Foster a collaborative and innovative environment to execute the customer marketing strategy effectively across the organization.
- Customer Advocacy: Expand our customer advocacy programs by identifying and cultivating customer champions. Leverage these advocates to amplify our brand through testimonials, case studies, reviews, and speaking engagements. Promote recognition programs and lead the Sitecore Digital Impact awards and peer-to-peer reviews to boost advocacy. Lead initiatives to expand positive reviews across key platforms.
- Customer Adoption and Expansion: Work closely with cross-functional teams to lead customer communications and identify opportunities that increase customer lifetime value (CLV) and strengthen long-term relationships.
- Customer Retention: Collaborate with customer value realization, support, product, and marketing teams to design and implement comprehensive strategies to support customer retention and reduce churn, enhance customer experiences, and drive continuous value delivery and satisfaction throughout the customer lifecycle.
- Community: Support the active Sitecore community and user groups by expanding opportunities for engagement. Develop and implement strategies to rapidly expand the customer community, ensuring a vibrant and growing network of advocates.
- Cross-functional Collaboration: Work closely across teams to ensure customer insights are incorporated into broader business strategies. Drive alignment between customer marketing efforts and company-wide objectives to maximize impact.
- Metrics & Reporting: Define and track key performance metrics for customer marketing initiatives
What You Need to Succeed:
- 7+ years of experience in customer marketing, customer success, or related roles in a B2B tech environment.
- Proven experience in leading customer advocacy, retention, and community engagement programs.
- Demonstrated experience in leading and developing high-performing teams.
- Strong understanding of customer lifecycle management and customer experience strategies.
- Excellent communication and leadership skills with the ability to influence and collaborate across all levels of the organization.
- Data-driven mindset with the ability to analyze metrics and translate them into actionable insights.
- Experience in managing customer advisory boards and building professional communities.
After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security.
Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.
How we hire
At Sitecore, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
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