Director of Customer Marketing

The Position

CallRail is seeking a Director of Customer Marketing to lead all of our customer expansion growth and engagement marketing activities. Reporting into the VP of Marketing, the position will manage a customer marketing manager who is focused on driving measurable customer engagement, product adoption, and cross-sell performance.

The Director of Customer Marketing will be responsible for developing and executing demand strategies and marketing efforts that will drive new product adoption among the tens of thousands of businesses in CallRail’s existing customer base.

CallRail is evolving from a single point solution providing call tracking and analytics functionality to a fully featured marketing and analytics platform for small businesses and the agencies who serve them. The Director of Customer Marketing will help engage, educate and ultimately cross-sell and up-sell the broader platform to CallRail’s existing customers.

We’re looking for someone comfortable in a player/coach role with a background in SaaS marketing equally adept at driving revenue through demand generation as he or she is at customer marketing. The ideal candidate will be an effortless collaborator, able to build a successful customer marketing program in conjunctions with the product, sales, ops and broader marketing teams

 

What You'll Do 

  • Lead all customer marketing efforts, including ones focused on new product adoption and growth as well as customer engagement and education
  • Define and cross-functionally communicate success metrics for all customer marketing initiatives, aligned to company goals. Track performance of back-to-base cross-sell and engagement to ensure customer marketing plans deliver expected business outcomes
  • Manage and guide a customer marketing manager whose primary focus will be engagement and education programs
  • Partner with product team to develop a holistic in-app strategy for driving engagement and trial adoption across all customers’ post-purchase journey and activity
  • Offer expertise to improve CallRail’s in-app buying process for existing customers
  • Develop and optimize cross-sell campaigns to drive adoption, retention, and expansion, with a primary focus on in-app and email campaigns
  • Work jointly with sales team to measure cross-sell lead flow and ideate on ways to improve volume and quality of leads
  • Work with revenue operations team to continue to refine, test and improve our Marketing Qualified Customer (MQC) program
  • Partner with product marketing group to ensure strategic alignment across all product lines and marketing touchpoints
  • Work closely with content marketing team to develop rich and robust content for customers like guides, ebooks, blog posts and among other content types
  • Collaborate with integrated marketing to leverage owned webinars and virtual events as another educational and engagement touchpoint for customers
  • Continuously and obsessively learn and study the CallRail platform to better understand and communicate how it works and what problems it solves. Seek time with internal subject matter experts, like leadership and product managers,  to better inform this perspective
  • Build and cultivate relationships with customers and industry experts
  • Stay attuned to customer marketing trends and best practices
  • Collaborate with product team to leverage and analyze customer data, including product usage and campaign engagement analytics, to find opportunities for improving customer experience and to create highly targeted segments and communication paths — ensuring messages are sent to the right people, at the right time, through the right channel
  • Be highly accountable for cross-sell performance and all associated metrics.  Communicate clearly and regularly with all stakeholders.  Drive action plans to improve areas of weakness

 

Desired Skills and Experience

  • 7+ years of experience in customer or demand marketing and proved success in a performance and results oriented environment
  • Experience in SaaS preferred, SMB and/or B2B marketing a plus
  • Demonstrated leadership ability and experience managing a team
  • Experience successfully collaborating, building goodwill and creating buy-in with cross-functional stakeholders, including product, sales, ops, and marketing teams
  • Familiarity with Salesforce, Marketo, and Pendo desired
  • Experience managing customer cross-sell programs to a revenue target
  • Highly organized and self-motivated with a high level of initiative
  • Ability to measure and monitor results of programs and campaigns
  • Excellent written and verbal communications skills
  • Bachelor’s degree required

 

Additional Perks

  • 100% paid medical insurance for employees
  • HSA match
  • 401(k) match
  • Charitable giving match
  • Flexible PTO Policy
  • Continuing Education benefit
  • Stock Options
  • Generous parental leave policy
  • Home office stipend 
  • Commuter benefits

 

Learn more: https://www.callrail.com/about/ 

Submit your application