Senior Director, Customer Advocacy and Marketing

  • Full Time
  • Remote
  • Full Time
  • Remote

Website Expel

As the Senior Director, Customer Advocacy & Marketing you are responsible for all things customers – customer advocacy, customer campaigns, and customer community. You’ll architect and orchestrate a holistic customer journey from post-acquisition to expansion and all the key moments in between.

You’ll work closely with Marketing, Product, Customer Success, and Sales, to accelerate customer engagement, adoption, expansion pipeline and advocacy of our customers.  You’ll help customers see the value from our solutions – and share their success with others.

As a leader, you define a clear strategy and clear roles and responsibilities for your team and make sure the relationships among key stakeholders are strong.  You make it a point to help build effective career paths for people on your team in a way that strikes the right balance between individual, organizational and strategic goals.


  • Give you the opportunity to shine as you grow and expand the role of customer advocacy, customer marketing, and customer community
  • Connect you to an engaged and entertaining team (aka Expletives)
  • Provide you space to try new things that strengthen customer relationships, build customer engagement, and increase product cross-sell/up-sell
  • Give you experience working in a startup environment with a team who truly cares about doing meaningful workWHAT YOU CAN DO FOR EXPEL
  • Define the strategy and goals for customer advocacy, engagement, and marketing programs – and deliver consistent reporting to measure performance against goalsProvide leadership and expertise to accelerate Expel’s customer advocacy programs
  • Help drive renewal, upsell and expansion revenue with targeted, persona-appropriate marketing programs, working closely with our Demand Gen and Marketing Ops functions to ensure cohesive execution
  • Develop meaningful relationships with key customer advocates to support strategic initiatives from public relations to demand generation and value selling
  • Work with cross-functional stakeholders to develop and build a thriving global customer community that connects Expel’s customers in a valuable way
  • Partner with Marketing and Customer Success on customer events, including Advisory Boards, user groups, and webinars
  • Guide the development and expansion of Customer Advisory Programs to ensure the right level of strategic engagement and business outcomes
  • Drive the creation of integrated communication and nurture programs to engage, enable, and inspire customers throughout their journey
  • Collaborate with key internal stakeholders to align on roles and responsibilities in engaging with our customer ecosystem
    Work with leaders and teams to develop and drive the customer marketing strategy for major launchesWHAT YOU SHOULD BRING WITH YOU
  • 12+ years of customer marketing experience for B2B software companies
  • 5+ years managing customer teams, at least 2 years as a Director
  • Budget management and financial planning
  • Experience crafting strategy into action across customer advocacy and marketing pillars of engagement, adoption, expansion pipeline, and advocacy
  • Deep understanding of SaaS customer and product data to identify the optimal paths for engagement and adoption
  • Strong interpersonal and relationship-building skills to engage and collaborate with stakeholders and achieve a shared path forward to a defined vision.
  • A results focused mindset. Prioritize, plan, coordinate, track and evaluate projects, programs and processes with a strong emphasis on delivering to business needs.
  • A sense of humor and a splash of creativity are additional bonusesADDITIONAL NOTES
    Pay range: $171,400 USD to $248,500 USD + bonus eligibility and equity.

We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits.

At Expel, our employee benefits reflect our commitment to our crew. Unlimited PTO, equity for everyone, work location flexibility, up to 24 weeks of parental leave, and excellent health benefits are some of the ways we care for our Expletives.

Our headquarters is in Herndon, VA office, though we’re open to remote work locations for this role.

We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.


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