Director, Customer Marketing Jobs

Meet Upside
We created Upside to help communities thrive! Our retail technology uses the sophistication of online retail—profit measurement, attribution, and incrementality—to provide users with more value on their everyday purchases and brick and mortar businesses with new, profitable customers. We’ve helped millions of users earn 2 to 3 times more cash back than any other product, and tens of thousands of brick and mortar businesses earn measurable profit. Billions of dollars in commerce run through the Upside platform every year, and that value goes directly back to our local retailers, the consumers they serve, and towards important sustainability initiatives.
Upside was named on Deloitte's 2021 & 2022 list of Fastest Growing 500 Tech Companies and #308 in Inc.’s America’s fastest growing private companies of 2022. Upside’s Series D funding round was led by General Catalyst with a $1.5 billion valuation in March 2022. Other notable investors include Bessemer Ventures and Formation8.
Our mission, values, and commitment to inclusivity guide our team of more than 350 people worldwide, and the quality of our culture is reflected in the impact we’ve had on communities nationwide. But don’t just take our word for it! In 2023, Upside was included as a Top Workplace in the USA, received six Best Places to Work awards from Built In, and was named a Top Workplace for Perks & Culture by The Muse.
About The Job
As the Director of Customer Marketing, you will be responsible for developing and executing implementing marketing-based programs to achieve advocacy, retention, and growth targets. The ideal person will have mastered translating customer insights and feedback into action to maximize improve customer lifetime value and loyalty. You thrive in a fast-paced environment and enjoy bringing structure to chaos. Your superpower is collaborating with Account management teams to form an effective and productive partnership that drives measurable results. Most importantly, you love turning happy customers into evangelists. As a part of Upside’s B2B Marketing team, you will have a unique opportunity to build and scale a best-in-class customer marketing function.
What You'll Do

• Instill excellence in customer marketing campaigns across various digital channels and strive to deliver the right message to the right person based on deep understanding of segmentation.
• Measure the ROI return on investment and impact of customer marketing activities on retention, advocacy, and growth outcomes
• Create a team environment that encourages accountability, high standards and innovation
• Partner with our global sales and account management teams to better understand their accounts and build select customer relationships. Identify innovative strategies approaches to drive advocates for client case studies, brand campaigns, speaking engagements, thought leadership programs, and more.
• Build a customer community through key initiatives that may include a customer advisory board (CAB), User Groups, referral program, and manage marketing communications to our client base in partnership with key marketing and cross-functional stakeholders team members
• Continuously evaluate retention and expansion campaign performance, adjusting tactics and strategies utilizing using A/B testing and other optimizations.
• Establish a strong understanding of the customer lifecycle, customer journey by verticals and customer segments
• Collaborate with account management teams to proactively identify opportunities for growth and develop customer marketing strategies that map to these growth drivers.
• Turn happy customers into vocal evangelists. Drive the roadmap, strategy, and execution of customer advocacy marketing programs with customer appreciation that motivates and inspires advocacy, retention, and growth.
• Proactively identify and prioritize the most impactful opportunities to leverage use our customers across marketing campaigns, press and thought leadership, events and sales conversations
• Lead, coach, and mentor a growing customer marketing team.
• Develop and execute implement strategic customer marketing programs, retention, and expansion programs to drive adoption, loyalty, advocacy, and growth

What You Need

• Outstanding written and verbal communication skills, including ability to effectively connect with customers
• Ability to synthesize data, derive insights, and use those insights to drive program improvements
• Consistent track record of creating and/or leading high impact customer engagement programs that drive both external and internal value
• Track record of partnership with cross-functional teams, including work with account/customer management teams
• Project management skills and strong attention to detail
• Customer-first approach and ability to understand customer needs to develop programs that support and align to the customer journey
• Passionate about building programs that deliver customer value and can be scaled to meet the needs of a rapidly growing business
• 7+ years of experience with at least 5+ years working in and managing a team in customer marketing in a high growth B2B SaaS environment
• Understanding of Marketing/Sales funnel and revenue success metrics
• Roll up your sleeves and build a best-in-class customer marketing function through strategy and hands-on execution

The Fine Print

• Notice to recruiters and placement agencies: This is an in-house search with a dedicated recruiter. Please do not submit resumes to any person or email address at Upside. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.
• Location: This is a fully-remote role that may sit anywhere in the United States. You're welcome to work from our DC, Austin, Chicago or New York office if you're in-region!

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. We‘re passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here. Come join us!