Muck Rack - Associate Director, Customer Marketing & Education
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Responsibilities
• Own the post-sale lifecycle strategy across onboarding, adoption, retention, expansion and advocacy, establishing clear stages, core workflows and measurable outcomes tied to product usage, retention and net revenue retention • Shape and drive expansion strategy by identifying growth opportunities and guiding programs that increase product usage, upsell and cross-sell across accounts • Own the product adoption strategy by defining key usage behaviors, operationalizing adoption metrics and leading product education to drive depth and frequency of usage • Partner with Product and Product Marketing to ensure lifecycle and adoption strategies reflect real customer workflows and differentiated value • Set the vision for scalable learning programs, including webinars, courses and resource hubs that enable customers to achieve meaningful outcomes • Own the end-to-end advocacy strategy, building a clear path from adoption to advocacy to referral-driven growth, and guiding programs for reviews, case studies and customer references • Establish and lead a voice of the customer program, including structured feedback systems and Customer Advisory Boards, to inform Product, Marketing and leadership decisions • Lead and inspire a high-performing team by setting clear priorities, fostering cross-functional collaboration, and developing team members through coaching, feedback, and professional growth opportunities • How success will be measured in this role: • Growth in net revenue retention through expansion and upsell • Faster time to value and increased adoption of core workflows across the customer base • Higher product usage depth and frequency, leading to improved retention and customer satisfaction • A scalable advocacy engine that drives reviews, references and referral-driven growth • Clear, actionable customer insights that influence product, messaging and go-to-market strategy • If the details below describe you, you could be a great fit for this role: • 8+ years of experience in customer marketing, lifecycle marketing, growth or related roles in a B2B SaaS or technology company • Proven success owning or influencing post-sale metrics such as adoption, retention, expansion or net revenue retention • Strong understanding of customer lifecycle strategy, segmentation and behavior-driven marketing • Experience building or scaling customer education, onboarding or product adoption programs • Demonstrated ability to manage and develop a high-performing team • A strong balance of strategic thinking and execution, with the ability to build systems and drive results • Experience partnering cross-functionally with Product, Sales, Customer Success and Enablement • Experience working with modern marketing and customer engagement tools such as Intercom, marketing automation platforms, CRM systems (e.g. Salesforce) and analytics tools • Strong communicator who can connect product usage to customer value and business outcomes • Analytical and data-driven, with a focus on measuring impact and continuously improving programs
Benefits
• Remote Work, Forever • Fully distributed team with a permanent remote setup • Virtual and in-person team bonding (lunches, events, competitions) • Competitive geo-neutral pay in the U.S. • Annual reviews to ensure equity and market alignment • Standardized bonus or commission structure • 401(k) with employer contributions • Equity opportunities • Health & Wellness • Health & Wellness • Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents • 100% premium coverage for individuals on high-deductible plans • 24/7 Virtual Care and Employee Assistance Program • Employer-funded HSA contributions and other pre-tax benefits • Quarterly wellness stipend and free Headspace subscription • 4+ weeks of PTO, plus paid sick and mental health days • 13 paid holidays with the option to swap for personal days • Up to 16 weeks of fully paid parental leave • Learning and Development • Transparent pathways for internal mobility and promotion • Bi-annual performance reviews, team workshops, and leadership training • Unlimited access to Coursera and O’Reilly • 2 additional PTO days annually for learning and development • Inclusive, Customer-First Culture • Commitment to equity and valuing diverse perspectives • Agile, founder-led company focused on collaboration and innovation • Trusted by 3,000+ companies worldwide • Note: Benefits and compensation reflect offerings for U.S.-based employees. Support is provided for employees in other locations, in compliance with local laws and regulations. • While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence. • Please note: For detailed information regarding our GDPR and/or CCPA compliance policies, including how we handle personal data and privacy rights, kindly refer to the email correspondence accompanying this application. • Muck Rack does not accept unsolicited resumes from search firms or any other third parties. Any unsolicited resume sent to Muck Rack will be considered Muck Rack property, and Muck Rack will not pay a fee should it hire the subject of any unsolicited resume. • Muck Rack considers applicants for all positions on the basis of merit, qualifications, and business needs, and without regard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, veteran status, familial status, status as a victim of domestic violence, or any other status or characteristic protected by applicable federal, state, or local law. • Note to applicants/job seekers: We have recently been made aware of scams impersonating Muck Rack’s HR team. Please be cautious of these attempts to elicit banking or other financial or sensitive information. Muck Rack will never request financial information during the interview process, and follow ups for interviews or next steps will always come from an ‘@muckrack.com’ email address. If you are contacted by anyone from a different domain who claims to be from Muck Rack, please forward the communication to [email protected].
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