Note: The job is a remote job and is open to candidates in USA. ConnectWise is a global software company serving technology solution providers with business management, service delivery, and technology management solutions. The Director of Customer Marketing will own the strategy and execution of customer retention, expansion, adoption, and lifecycle engagement programs, using customer signals and cross-functional partnerships to drive measurable business outcomes.
Responsibilities
- Retention Strategy & Execution: Build and scale always-on, signal-driven programs that proactively address churn risk using product telemetry, usage trends, customer health scores, engagement signals, and renewal milestones
- Expansion Strategy & Execution: Develop programs that identify and activate upsell and cross-sell opportunities across customer segments and partner tiers, converting product adoption and customer engagement into incremental revenue
- Adoption & Lifecycle Marketing: Design customer journeys that accelerate time-to-value, increase feature adoption, improve product utilization, and strengthen long-term customer engagement throughout the customer lifecycle
- Customer Intelligence & Segmentation: Partner with Customer Success, Product, and Operations teams to leverage customer data and behavioral insights to create targeted lifecycle programs based on customer health, maturity, adoption patterns, and growth potential
- Cross-Functional Orchestration: Serve as the connective tissue between Customer Success, Product, Product Marketing, Demand Generation, and Revenue teams to ensure customers receive the right message, offer, or intervention at the right moment
- Customer Advocacy & References: Support customer advocacy initiatives including references, case studies, testimonials, and customer champions that reinforce retention and expansion efforts
- Team Leadership: Build and lead a focused customer marketing team responsible for retention, adoption, expansion, and lifecycle engagement programs
Skills
- Experience building customer marketing, lifecycle marketing, adoption, or retention programs from the ground up within a B2B SaaS environment
- Strong cross-functional instincts with demonstrated success partnering closely with Customer Success, Product, Revenue Operations, and Demand Generation teams
- Experience developing signal-based marketing programs using customer health scores, product usage data, engagement signals, behavioral triggers, intent data, and platforms such as Gainsight
- Proven track record driving measurable retention, adoption, expansion, or net revenue retention outcomes
- Strong analytical mindset with experience owning metrics tied to customer growth, retention, adoption, or expansion revenue
- Ability to thrive in ambiguity and build scalable programs, processes, and operating models in a growing organization
- Experience in MSP, channel, subscription-based SaaS, or PE-backed software organizations preferred
- Bachelor's degree in a related field
- 8+ years of experience in customer marketing, lifecycle marketing, customer success, growth marketing, or related functions with demonstrated ownership of retention and expansion outcomes
- 4+ years of people leadership experience
- 15-25% travel required
- Experience in MSP, channel, subscription-based SaaS, or PE-backed software organizations preferred
- Experience with customer lifecycle marketing, customer adoption, renewal strategies, or customer growth programs strongly preferred
Benefits
- Onsite, Hybrid, or Remote depending on location
Company Overview