Head of Customer Marketing

About the Job:

We are seeking a strategic, results-driven Head of Customer Marketing to lead our global customer marketing function. This role has significant influence on shaping brand messaging and positioning for LaunchDarkly as well as influencing customer health and retention. 

This individual will manage our customer advocacy and adoption programs. The ideal candidate will bring a combination of building deep customer relationships within a company as well as experience building repeatable frameworks and enable both quality and quantity of customer advocacy.

Responsibilities:

• Lead our customer storytelling program. Build a steady pipeline of customers who are excited to share stories about how they are solving their biggest business challenges, how they are evolving in the AI-era, and how they use LaunchDarkly being part of their AI SDLC. 
• Establish an executive advisory board that builds trust, feedback loops, and advocacy from decision makers at our most important customers. 
• Source and interview customers (in-person and on camera) to produce customer case studies in the form of written case studies, videos, and quotes.
• Source and manage customers who speak live alongside LaunchDarkly at both buyer and internal events. 
• Oversee all peer review programs (G2, Peerspot, Gartner Peer Insights, and TrustRadius) to ensure LaunchDarkly maintains leader status on all platforms. 
• Design, deliver, and continuously optimize advocacy programs and incentive strategies that attract customers to participate, drawing on data-driven insights and automation to identify new opportunities. 
• Work closely with executives and customer-facing teams to help source, engage, and nurture relationships with customer advocates.
• Collaborate with the lifecycle marketing team to manage customer onboarding and adoption nurture activities. 
• Build scalable feedback loops that capture customer insights and influence messaging, positioning, and GTM strategy.

Qualifications:

• Typically requires a minimum of 12 years of related experience, including at least 3 years of supervisory experience.
• 7+ years of customer advocacy experience including managing a team of individual contributors.
• Experience working directly with a developer / software engineering audience. 
• Demonstrated ability to build scalable operational frameworks and lead teams through complex, cross-functional programs.
• Demonstrated ability building strong one-to-one relationships and facilitating GTM and executive team relationships with customers. 
• Experience using customer advocacy tools such as Champion and UserEvidence. 
• Strong analytical and data-driven mindset, with experience using CRM and customer lifecycle tools such as Salesforce and Gainsight. 
• Exceptional written and verbal communication skil