The Role
We are looking for a strategic Director of Customer Marketing to lead Checkr’s efforts in leveraging our customer base as a primary engine for revenue and advocacy. Reporting to the VP of Product & Customer Marketing, you will own the end-to-end strategy to attain ambitious customer upsell and retention targets across both self-serve customers and managed customers. To achieve this, you will work with your team of four reports and a broad set of cross-functional stakeholders to design, implement, and optimize customer marketing programs that delight our customers, help them to maximize their success on the Checkr platform, and strengthen our relationships with them.
This is a critical leadership role for someone who excels at the intersection of data-driven marketing and customer experience. You will oversee a team of expert specialists in lifecycle marketing automation, managed customer programs, customer advocacy, and customer events. Your mission is to evolve our current programs into a sophisticated, AI-orchestrated engine that delivers personalized value at every stage of the customer journey.
What You’ll Do
- Strategic Goals: Define the customer marketing playbook to achieve self-serve and managed revenue targets. Own KPIs including SMB net revenue retention, managed customer upsell pipeline, and advocacy-influenced win rates.
- Team Management: Lead and mentor a high-performing team of four (Lifecycle Marketing Lead, Sr. Customer Campaigns Manager, Sr. Customer Advocacy Manager, and Customer Events Manager).
- AI & Automated Engagement: Lead the evolution from lifecycle marketing automation to sophisticated AI orchestration. Partner with Marketing, Ops and Product to implement behavior-triggered messaging and chat experiences that engage customers with tailored solutions.
- Managed Segment Growth: Collaborate with Marketing, Sales and Account Management to execute data-enriched programs such as customer webinars and customer newsletters, providing helpful education and updates for customers.
- Advocacy: Scale our advocacy programs to increase our delivery of customer stories, quotes, and other proof points. Strengthen our customer referral program to win more deals, and drive ratings and reviews on influential third-party websites.
- Customer Events: Lead our flagship customer events such as our Customer Advisory Board series and our new Super Admin meetups, creating delightful experiences for customers where we can learn from them and expand our relationships with them.
- NPS Program: Lead our annual NPS survey across our customer base, delivering valuable insights that inform our product and go-to-market strategies.
- Cross-Functional Leadership: Partner with Data, RevOps, and R&D to build the infrastructure for a centralized customer dashboard and improved experimentation frameworks.
What You Bring
- Experience: 10+ years in B2B SaaS marketing, with 6+ years in customer marketing, and 3+ years in a leadership role. You have a proven track record of owning revenue targets and multi-function teams.
- Customer Empathy: You’re passionate about improving the experience of the customer, and you enjoy analyzing data to reveal insights about how customers think and behave.
- Technical Sophistication: You have deep experience with the established martech stack (e.g. Marketo, Pendo, Salesforce) and a passion for emerging tech like AI orchestration (e.g. Phave), chat-based engagement (e.g. Ada, Qualified), and data enrichment tools (e.g. Clay).
- Data-Driven Approach: You translate complex data into clear, actionable campaign strategies, and you are comfortable working with Data Science and RevOps teams on advanced data analysis projects.
- Advocacy Experience: You know how to turn a successful customer into a passionate advocate through case studies, social proof, and peer-to-peer references.
- Strategic Execution: You can move from high-level annual operating plans to hands-on campaign optimization without missing a beat.
- A-player Mindset: You move with urgency, thrive in ambiguity, and take ownership of your team’s goals and performance.
What You’ll Get
- A fast-paced and collaborative environment
- Learning and development allowance
- Competitive cash and equity compensation and opportunity for advancement
- Medical, dental, and vision coverage
- Reimbursement for fertility, adoption, and parental planning services
- Flexible PTO policy
- Monthly wellness stipend
