Director, Customer Success Marketing

$145,000 - $155,000/Yr

Anthology - Boca Raton, FL

Full-time - Director

Remote - Boca Raton, FL

Wholesale Trade Agents and Brokers

About the position

The Director of Customer Success Marketing at Anthology is responsible for enhancing customer retention, product adoption, and the growth of the customer community platform. This role involves creating and executing marketing programs aimed at improving customer satisfaction and engagement, while transforming users into passionate advocates for Anthology's solutions. The ideal candidate will develop strategies to enhance the customer experience and work collaboratively with cross-functional teams to align marketing efforts with business growth initiatives.

Responsibilities

• Developing and executing differentiated strategies by market segment to drive adoption of Anthology products
• Motivating customers to adopt and execute best practices for product adoption, usage, and impact through initiatives like ABM campaigns, nurture programs, emails, digital, and social marketing
• Collaborating with the Customer Success Management (CSM) team to identify opportunities for customer growth and engagement
• Reimagining and growing the Anthology customer community by developing programs that encourage new users to join and create opportunities that bring customers back regularly
• Implementing community programs that foster customer collaboration and sharing of best practices, creating power users
• Designing and implementing marketing programs to promote overall customer satisfaction and loyalty
• Creating compelling customer success stories, highlighting the impact of Anthology solutions across different segments and use cases
• Promoting customer achievements through various marketing channels, elevating customer visibility and building advocacy
• Gaining a deep understanding of Anthology's customer base through analysis, direct interaction, and input from CXM and CSM teams
• Informing segmentation, customer experience strategies, and approaches to drive engagement and retention
• Developing and refining customer personas and journey maps to guide targeted marketing strategies
• Working closely with Product Marketing to support product adoption goals and create opportunities for customer-sourced growth
• Partnering with the Services team to promote training and services that enhance the customer journey and growth opportunities
• Leading, managing, coaching, and inspiring a team of customer marketers
• Fostering a culture of passion, knowledge, and excitement about Anthology's customers and their success
• Establishing and monitoring clear objectives and key results (OKRs) to align with business goals, track team performance, and prioritize productivity
• Establishing clear processes for campaign execution and reporting
• Measuring the impact of marketing initiatives to ensure alignment with customer success metrics

Requirements

• Bachelor's degree in marketing, Business, or a related field
• At least 10 years of experience in customer success marketing or related roles, preferably in the Edtech sector
• Proven experience in driving product adoption, community growth, and customer satisfaction programs
• Strong knowledge of ABM, digital, and social marketing strategies
• Demonstrated ability to build effective client personas and journey maps to inform marketing strategies
• Exceptional storytelling and content creation skills
• Experience in working with cross-functional teams, including Product Marketing and Services
• Strong leadership skills, with a track record of managing and inspiring high-performing marketing teams
• Data-driven mindset, with experience in tracking and analyzing metrics to measure team and campaign performance
• Excellent communication skills, both written and oral
• Fluency in written and spoken English at CEF B2 level or above

Nice-to-haves

• Experience with building or managing customer community platforms
• Experience working in the Higher Education or Edtech industries

Benefits

• Competitive salary range of $145,000 - $155,000/year based on experience
• Opportunities for professional development and growth
• Diversity and inclusion initiatives
• Flexible work environment