Director of Customer Marketing (12-month contract)

Are you passionate about creating exceptional customer experiences that drive engagement, retention, and revenue growth? We’re looking for a Director of Customer Marketing (12-month contract) to join us at Thinkific. 

As Thinkific’s Director of Customer Marketing (12-month contract), your mission is to build and execute strategies that increase customer engagement and drive revenue growth by focusing on both upsell opportunities and expansion within existing customer segments. This role is crucial in bridging the gap between self-serve users and our B2B (Plus) product, ensuring we deliver seamless customer experiences while maximizing revenue growth. You’ll work cross-functionally with Marketing, Sales, Customer Success, and Product teams, leveraging data-driven insights to deepen relationships with our customers. This role reports to the Senior Director of Revenue Marketing.

We’re not just about our customers' success; we’re also deeply committed to creating an environment where our team members can do their best work, grow in their careers, and feel valued every step of the way. If you’re passionate about marketing that puts customers first while driving business impact, we’d love to have you on board.

Your goal will be to lead customer marketing and enhance our customers’ engagement. Here’s how you’ll accomplish this: 

• Build and execute customer lifecycle marketing programs to increase product adoption, retention, and expansion
• Lead customer engagement strategies across self-serve and Plus motions, ensuring a cohesive message and experience across all product tiers
• Create targeted campaigns that drive upsell and cross-sell opportunities within our customer base
• Refine effective programs that leverage tenure and customer behavior data, and include a mix of triggered, targeted, and broad educational campaigns
• Establish best-in-class customer engagement initiatives that nurture long-term relationships and encourage advocacy
• Optimize and scale customer reviews, referral programs, and loyalty initiatives that turn customers into Thinkific ambassadors
• Partner with Customer Success to optimize onboarding, training, and support programs for maximum customer impact
• Develop and execute customer demand generation campaigns aimed at expanding the pipeline by encouraging upsells from existing customers.
• Leverage customer data to segment and personalize campaigns, ensuring the right message reaches the right audience at the right time.
• Develop and manage a structured customer review program, encouraging satisfied users to leave feedback on platforms like G2 and Capterra.
• Create and manage a customer communication strategy that nurtures and delights users, ensuring they receive helpful content, product updates, and engagement-driven campaigns
• Partner with support and knowledge base to create customer interaction touch points and optimize help articles and support experiences
• Monitor and analyze churn patterns, implementing data-driven initiatives to proactively reduce customer attrition and increase retention
• Identify key, measurable metrics (upsell, churn, etc.) for lifecycle programs with the ability to test and scale rapidly.

The person we have in mind likely:

• Has 8+ years of experience in customer marketing, lifecycle marketing, or growth marketing, preferably in a SaaS or product-led growth (PLG) environment
• Has experience managing, mentoring, and growing high-performing marketers, fostering a culture of innovation and collaboration
• Possesses a leadership style focused on coaching, professional development, and enabling team members to do their best work while aligning with business goals
• Has expertise in driving customer pipeline growth through demand generation, with a focus on upsells and expansion within SaaS or similar industries
• Proficient with HubSpot, Salesforce, and marketing automation tools to segment customers and personalize engagement
• Has strong analytical skills with experience leveraging customer data to optimize marketing strategies
• Possesses a deep passion for understanding Thinkific’s customer needs and delivering an exceptional experience at every touchpoint
• Has strong storytelling skills with the ability to craft compelling customer narratives and tie them to revenue growth
• Loves to learn and grow. They’ve found (and keep looking for) ways to level up their skills in this field, whether that’s through formal education, gaining professional experience, or maybe even building their own business 

The typical hiring range for this position is $165,000-$185,000 CAD. Your specific compensation is determined based on your job-related skills, knowledge, experience, and our internal equity assessment. Additionally, this position may be eligible for bonus and equity.

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.

We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.