The fastest revenue Keyfactor will ever win comes from the customers we have already won. As enterprises consolidate their machine identity and cryptography investments onto fewer platforms, the companies that grow are the ones whose customers realize value, renew, expand, and advocate. Keyfactor is investing in exactly that and we are looking for a Director of Customer Marketing to lead it.
Reporting to the Vice President of Product & Customer Marketing, this role owns how Keyfactor engages and grows its customer base across four outcomes: customers realize value, stay, grow, and advocate. You will lead the customer marketing and community team, own the strategy and operating model for marketing to the installed base, and build the programs behind it into one connected system with measurable revenue impact.
This is a highly cross-functional role with strong influence across Customer Success, Sales, Product, and the broader marketing organization. Customer marketing is also one of Keyfactor's richest channels for customer insight: programs like the community and customer events surface what customers need next, and this role turns that signal into structured input for product roadmap and go-to-market strategy.
Applicants must be legally authorized to work in the United States or Canada.
Responsibilities
• Define and lead Keyfactor's customer marketing strategy across adoption, retention, expansion, and advocacy, building a connected program calendar the business can plan against.
• Drive awareness and adoption across the installed base, helping customers discover and use the capabilities they own and the solutions they have not yet adopted, in partnership with Customer Success and Product Marketing.
• Build renewal and expansion programs in partnership with Revenue Marketing, Sales, and Customer Success, engaging accounts ahead of renewal windows and running cross-sell campaigns keyed to product whitespace and adoption signals.
• Own the customer advocacy and referral engine, including references, case studies, customer speakers, reviews, and referral programs that supply Sales, Revenue Marketing, and Analyst Relations with proof and introductions.
• Lead and develop the community manager, who owns the Keyfactor Community, setting direction and investment and connecting community engagement to retention and expansion outcomes.
• Own the strategy and evolution of the customer advisory board and executive engagement programs, guiding recruiting, agendas, and follow-through, and holding the programs to measurable member outcomes.
• Set the strategy for the customer experience at Keyfactor Connect and Keyfactor Tech Days in partnership with Field Marketing, Events and Brand, sharpening how these flagship moments drive engagement, advocacy, and pipeline.
• Channel customer insight to Product, using programs such as the community, the advisory board, and customer events to surface what customers need next and bringing structured input into roadmap and go-to-market conversations.
• Establish measurement for the function, including adoption influence, retention and expansion influence, advocacy output, and community engagement, reported in the company operating rhythm.
• Lead, develop, and grow the customer marketing and community team.
Skills and Qualification
• 8+ years in B2B enterprise marketing, with significant leadership of customer marketing, lifecycle, advocacy, or community programs.
• Proven success building retention and expansion programs in a sales-led enterprise motion, with clear measurement of revenue impact.
• Experience standing up or running customer advisory boards, executive engagement programs, or flagship customer events.
• Track record building advocacy, reference, and referral programs that supply sales, marketing, and analyst relations.
• Strong command of CRM and marketing automation data, with the ability to segment an installed base, run campaigns against it, and measure what happened.
• Experience leading and developing marketing teams, and partnering closely with Customer Success, Sales, Product, and Marketing.
• Strong written, verbal, and presentation skills, with the ability to communicate effectively across customer, field, and executive audiences.
• Experience in cybersecurity or enterprise infrastructure software is a significant advantage.
