Director, Customer Marketing

Position: Director, Customer Marketing

Location: Remote

About the role:

LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.

Named one of Inc. Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies translate their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.

About the role:

The Director, Customer Marketing will lead the strategy and execution of customer lifecycle marketing to drive engagement, adoption, retention, and expansion across LRN’s customer base. This leader will use data-driven segmentation and behavioral insights to identify growth opportunities as well as at-risk customers, ensuring proactive engagement throughout the customer journey.

Working cross-functionally with Customer Success, Revenue Operations, Product, and Marketing, the Director will design scalable programs that strengthen customer relationships, increase product adoption, and uncover opportunities for cross-sell and upsell. Initially focused on North America, this role will also help scale frameworks globally.

Requirements

What you'll do:

• Develop and maintain a data-driven segmentation model that classifies customers by industry, region, product usage, engagement level, and growth potential.
• Partner with Customer Success, Revenue Operations, Product, and Marketing to analyze account health and identify both expansion opportunities and at-risk customers.
• Create predictive models and dashboards to flag declining engagement or usage trends and inform proactive retention campaigns.
• Translate insights into actionable marketing strategies to increase product adoption and reduce churn risk.

• Lead the development of customer lifecycle campaigns that guide customers from onboarding through renewal.
• Partner with Product Marketing and Customer Success to align lifecycle messaging with customer needs, behaviors, and success milestones.
• Implement automated nurture and re-engagement workflows triggered by behavioral and usage data.
• Build and manage in-platform messaging programs (leveraging tools like Pendo) to deliver contextual, personalized communications that reinforce value and encourage deeper product use.
• Collaborate with Customer Success, Product and Marketing team membrs to design and execute expansion programs that promote additional LRN solutions.
• Develop targeted campaigns and newsletters that position complementary offerings based on customer segment and lifecycle stage.
• Use CRM and marketing automation systems (e.g., HubSpot, Salesforce) to orchestrate personalized retention and growth communications.
• Define KPIs for engagement, adoption, retention, and expansion.
• Analyze campaign performance using CRM, marketing automation, and product analytics tools (including Pendo) to measure impact and refine strategies.
• Present actionable insights and recommendations to senior leadership to inform customer marketing and go-to-market strategy.

What we're looking for:

• 10+ years of B2B marketing experience, with at least 5 years in customer or lifecycle marketing.
• Proven success in customer segmentation, retention, and cross-sell/upsell strategies, with a focus on data-driven decision-making.
• Experience identifying at-risk customers through behavioral and product usage analytics.
• Proficiency with in-platform engagement tools (e.g., Pendo, Intercom) and CRM systems (HubSpot, Salesforce).
• Strong analytical mindset and ability to translate insights into targeted programs.
• Exceptional collaboration skills with cross-functional teams (Product Marketing, Sales, Customer Success, Rev Ops, and Marketing Ops).
• Excellent communication, leadership, and project management abilities.
• Experience in SaaS, compliance, learning, or enterprise B2B industries.
• Demonstrated success leveraging product usage data to drive lifecycle and retention marketing.
• Global or multi-region marketing experience a plus.

Benefits

• Flexible PTO plus US public holidays and Sick Time
• Medical, Dental and Vision Benefits
• Excellent 401K with employer match
• Life Insurance, short-term and long-term disability benefits
• Health & Wellness reimbursements
• Health Saving & Flexible spending account
• Employee Assistance Plan