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.
- Exceptional written and verbal communication skills, with the ability to create compelling content and messaging for diverse audiences.
- Experience working with global, remote teams and collaborating with cross-functional stakeholders.
- Demonstrated ability to connect customer marketing programs to business outcomes and influence company strategy through customer insights.
Pay:
Target pay ranges based on Geographic Zones* for Level M4:
- Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $214,800 - $295,350**
- Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $193,400 - $265,870**
- Zone 3: All other US locations - $182,600 - $251,020**
- All ranges inclusive of 15% Bonus Target
LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location.
*Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.
**Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.
About LaunchDarkly:
Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.
The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
- Improving the velocity and stability of software releases, without the fear of end customer outages
- Delivering targeted experiences by easily personalizing features to customer cohorts
- Maximizing the business impact of every feature through the ability to experiment and optimize
- Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
- Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability
At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at hr@launchdarkly.com.
Do you need a disability accommodation?
Fill out this accommodations request form and someone from our People Operations team will contact you for assistance.
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