Director, Customer Marketing

At Sprout Social, our customers are at the heart of everything we do. DoorDash, General Mills, Trello, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield rely on Sprout's platform to create stronger relationships with their customers through social media. Sprout's Customer Marketing team has helped our 30,000 customers worldwide understand how to make the most out of their Sprout product experience.
As the Director, Customer Marketing, you will lead and grow our Customer Marketing team, setting strategies that increase customer loyalty, retention and lifetime value. We're looking for someone with a strong business and marketing acumen with a track record of driving proven results and upward progression. Our ideal candidate will have excellent written communication and storytelling skills; strong facilitation and presenting skills.
You will report directly to the VP, Customer and Product Marketing and working closely with the Product, Product Marketing and Success teams, you will be the voice of our customers, helping to drive engagement, retention and loyalty through our customer community, product education, customer campaigns, advocacy programs, and more.
In this role, you'll:

• Define, own, and execute Sprout's Customer Marketing strategies for onboarding, education, engagement, loyalty, and advocacy programs.
• Be data driven - measuring the impact of programs on net dollar and logo retention.
• Lead your team to deliver world class programs in the following areas:

• Onboarding: Drive product adoption and stickiness through nurtures and campaigns.
• Education: Product and social skills education, including management of our learning portal, knowledge hub, and certification program.
• Campaigns, Content and Events: Customer-focused campaigns, webinars, workshops, events, and award programs that drive engagement, uncover new use cases, and develop brand loyalty.
• Community: Build a thriving and industry-leading customer community that engages our users, drives referrals, and social proof.
• Agency Partner Program: Manage and grow our Agency Partner Portal - a one-stop shop for Agency Partner enablement, access on-demand strategy content, register leads, and manage program benefits.
• Advocacy: Be the voice of the customer, telling their stories via case studies, videos, testimonials, and partner with other teams like Communications, Product Marketing, and Content to put the customer at the center of our marketing. Build a repeatable system to support customer references for our Revenue organization.
• Social Proof: Manage reviews on third-party sites like G2, TrustRadius, Gartner Peer Insights, and others.
• Executive Engagement: Lead the strategy for, and ongoing management of, all aspects of our Customer Advisory Board.
• Voice of Customer Insights: Conduct research within the customer base to uncover drivers of delight and dissatisfaction - and evangelize the voice of the customer to other teams.'

Qualifications
These are the minimum qualifications that our hiring team is looking for in this role:

• 10 years of experience in B2B customer marketing, engagement and advocacy initiatives.
• Proven success as a communicator, writer, and content creator.
• 5 years demonstrated leadership skills, including mentoring, hiring and coaching both individual contributors and managers.

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

• Experience with a subscription based B2B SaaS business.
• A creative and innovative mindset, comfortable acting with purpose and conviction in the face of ambiguity.
• Experience using marketing technology like Marketo, Intercom, Insided, as well as other Revenue technologies like Salesforce, Skilljar, Workramp, and Zendesk

Within 1 month, you will:

• Complete Sprout's New Hire training program alongside other new Sprout team members and understand the value that Sprout delivers to our customers.
• Meet with members of your team and the Marketing Leadership team in 1:1s to understand the customer marketing team, the customer journey and team responsibilities
• Get to know your peers and key stakeholders across Revenue Marketing, Product Marketing, Lifecycle Marketing, Brand Creative, Product, Growth, Product Ops, Customer Success and Customer Support to understand current working relationships
• Familiarize yourself with Marketing and Brand Creative process and rituals (i.e. how we get work done), and understand how to effectively plan for work to get done
• Develop a firm understanding of Sprout's existing customer marketing plays and customer experience
• Start participating in weekly stand-ups, team meetings and marketing and onboarding rituals

Within 3 months, you will:

• Familiarize yourself with Sprout's product strategy and development lifecycle, our release/launch process, marketing campaign framework and more
• Meet with leaders throughout the marketing and sales organizations and identify areas of opportunity.
• Begin developing strategies and managing goal setting for your team

Within 6 months, you will:

• Interact day-to-day with internal teams including product management, marketing, creative, customer success, support, agency sales, and others to extract insights and spot opportunities.
• Continue to develop strong relationships across Marketing and Customer Success to better understand opportunities to improve net retention dollars.
• Begin designing, building, testing and optimizing new programs and campaigns to drive retention and loyalty
• Continue to develop your team.

Within 12 months, you will:

• Collaborate effectively with cross-functional teams across the business.
• Be effectively prioritizing efforts and levers to make the most impact to customer education, engagement, loyalty, and advocacy.
• Be leading, expanding, and developing a world class customer marketing function
• Be comfortable and proactive about working with the rest of the Marketing and Revenue teams to push the creativity of our expansion of programs.
• Surprise us! Use your unique ideas and abilities to change Sprout in beneficial ways that we haven't even considered yet

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.
About Sprout Social
Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success. Our team's shared belief in Sprout's mission promotes a culture of openness, empowerment and fun.
We're proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient and state-of-the-art offices in Chicago's Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. For those that prefer an office setting, this role may be based in our Chicago or Seattle locations. If you prefer to work from your home, we can accommodate that for many locations across the United States. We are not set up in all states, however, so please take a look at the drop down box in our application to see whether your state is listed.
Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our 2021 DEI Report.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at accommodations@sproutsocial.com and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement.
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Job Type: Full-time