Head of Customer Marketing

About the role

We are looking for a strategic leader to guide our customer marketing initiatives globally. This position plays a crucial role in shaping how LaunchDarkly is perceived and in fostering customer loyalty and growth.

Key facts

What you'll do

• Develop and manage our customer storytelling program, identifying and nurturing clients willing to share their experiences with LaunchDarkly, particularly in the context of AI development.
• Establish an executive advisory board to cultivate strong relationships, gather feedback, and encourage advocacy from key customer decision-makers.
• Produce customer success stories through written case studies, videos, and testimonials, involving direct customer interviews.
• Coordinate customer participation in speaking engagements at industry and internal events.
• Oversee online review platforms such as G2, Peerspot, Gartner Peer Insights, and TrustRadius to maintain LaunchDarkly's strong presence.
• Design, implement, and refine advocacy programs and incentives, using data and automation to identify opportunities and drive customer engagement.
• Collaborate with executives and customer-facing teams to identify, engage, and support customer advocates.
• Partner with the lifecycle marketing team on customer onboarding and adoption programs.
• Create effective feedback mechanisms to gather customer insights that inform messaging, product positioning, and go-to-market strategies.

Requirements

• A minimum of 12 years of relevant professional experience, including at least 3 years in a supervisory capacity.
• 7+ years of experience specifically in customer advocacy, with experience managing a team of individual contributors.
• Prior experience working directly with software developers and engineering teams.
• Proven ability to build scalable operational frameworks and lead teams through complex, cross-functional projects.
• Demonstrated success in building strong individual relationships and facilitating connections between customers and go-to-market and executive teams.
• Experience utilizing customer advocacy platforms like Champion and UserEvidence.
• A strong analytical and data-driven approach, with experience using CRM and customer lifecycle tools such as Salesforce and Gainsight.
• Excellent written and verbal communication skills, capable of crafting impactful content for various audiences.
• Experience working with distributed, global teams and collaborating across different departments.

Nice to have

• Experience with customer marketing within a SaaS company.

Skills & tools

• Salesforce
• Gainsight
• Champion
• UserEvidence

Practical notes

• Compensation ranges are as follows, inclusive of a 15% target bonus:
• Zone 1 (San Francisco/Bay Area, NYC Metro, Boston, Seattle): $171,000 - $235,000
• Zone 2 (Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago): $154,000 - $211,000
• Zone 3 (All other US locations): $145,000 - $200,000
• Benefits include Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health support.
• LaunchDarkly is committed to diversity and inclusion and is an equal opportunity employer.
• Accommodation requests for disabilities can be submitted via a dedicated form.
• Be aware of potential recruitment scams; official LaunchDarkly recruiters will use @launchdarkly.com email addresses or LinkedIn with "Verified Recruiter" status. They will never ask for money or banking information before an offer.