Director, Customer Marketing

What We Offer

Join the Coveolife! We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background. This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.

About the Role

This is a customer marketing function you’ll help shape, not one you’ll simply inherit. Working closely with our Chief Customer Officer and leaders across Account Management, Customer Success, Professional Services, Field Technical Engagement, and Marketing, you’ll set the strategy connecting the entire customer journey.

Responsibilities

• Owning Coveo’s customer marketing strategy across the lifecycle, defining segmentation, communication frameworks, engagement programs, expansion plays, and the touchpoints that strengthen customer relationships from adoption through renewal and growth.
• Building our expansion and adoption marketing strategy, identifying the customer moments and signals that should trigger outreach and creating programs that increase product awareness, maturity, education, and use case expansion.
• Reimagining customer engagement beyond events through executive programs, advisory boards, roundtables, user groups, webinars, newsletters, and other experiences that create meaningful connections with our customers.
• Building a stronger advocacy and voice of the customer program, turning interviews, references, reviews, customer stories, and feedback into insights that influence our product, messaging, and go-to-market priorities.
• Own the customer communications and content strategy, including adoption guides, maturity programs, executive briefing materials, product release communications, and customer newsletters.
• Orchestrating customer marketing across Coveo, bringing Product Marketing, Campaigns, Field Marketing, and customer-facing teams into one cohesive plan while leading the team responsible for bringing that strategy to life.

Requirements

• Experience leading business-to-business customer, lifecycle, or retention marketing within an enterprise software or software-as-a-service organization, with meaningful ownership of adoption, renewal, expansion, and advocacy.
• A track record of building customer programs from the ground up, including voice of the customer initiatives that turn interviews and feedback into actionable insights.
• Strong experience developing adoption and customer health programs alongside renewal and expansion strategies.
• The ability to influence across functions and seniority levels, translating customer insights into clear priorities and mobilizing Marketing and customer-facing teams around them.

What Will Make You Stand Out

• You’ve built a customer marketing function or strategy from an early stage and know how to create structure where little exists.
• You’ve transformed fragmented customer signals, such as satisfaction, advocacy, product adoption, and renewal indicators, into insights leaders can act on.
• You know how to coach account teams and executives to make the most of meaningful customer moments and executive-level engagement.
• You’re comfortable testing, learning, and iterating quickly rather than waiting for a perfect program before putting it into market.