Director - Customer Success Marketing

November 7

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Description

• Responsible for driving customer retention, product adoption, and growth of Anthology's customer community platform • Create and execute marketing programs that enhance customer satisfaction and increase community platform engagement • Develop differentiated strategies to improve customer experience and create compelling success stories • Work closely with cross-functional teams to align efforts with products, services, and growth initiatives • Motivating customers to adopt and execute best practices for product adoption, usage, and impact through initiatives • 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 • Implementing community programs that foster customer collaboration and sharing of best practices • 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 • 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 • Leading, managing, coaching, and inspiring a team of customer marketers • Establishing and monitoring clear objectives and key results (OKRs) to align with business goals • 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 • Experience with building or managing customer community platforms (preferred) • Experience working in the Higher Education or Edtech industries (preferred)