Head of Customer Marketing

About the Job:

We are seeking a strategic, results-driven Head of Customer Marketing to own and 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 leader will partner closely with executive leadership and cross-functional teams to turn customer insights and advocacy into measurable business impact.

This individual will build and scale 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 enabling both quality and quantity of customer advocacy. They will set the strategy, operating model, and priorities for the function while building strong executive and customer relationships.

Responsibilities:

Own the global customer marketing strategy and roadmap, aligning programs to company and GTM priorities.

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 as part of their AI SDLC.

Support the executive advisory board program in partnership with senior leadership, coordinating logistics, content, and follow-up with customer decision-makers.

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.

Manage and continuously improve advocacy programs and incentive strategies within established budget and policy guidelines, using data to recommend optimizations to leadership.

Work closely with executives and customer-facing teams to help source, engage, and nurture relationships with customer advocates. Build customer advocacy into strategic account and GTM motions.

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.

Define and track customer marketing KPIs and demonstrate impact across advocacy, adoption, retention, expansion, and brand.

Build and develop a high-performing customer marketing team and establish the processes and frameworks needed to scale the function globally.

Qualifications:

Typically requires a minimum of 15 years of related experience, including at least 5 years of people leadership experience.

7+ years of customer advocacy experience including building and scaling a customer marketing or advocacy function.

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 building relationships with C-suite customers and internal executives.

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.