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Head of Customer Marketing

Chronosphere

Chronosphere

Marketing & Communications, Customer Service
United States · Remote
Posted on Thursday, June 27, 2024

Chronosphere

Chronosphere is the provider of the only observability platform that puts engineering organizations back in control by taming rampant data growth and cloud-native complexity, delivering increased business confidence. Teams at startups to well-known global brands in the Fortune 500 around the world trust Chronosphere to help them operate scalable, highly available and resilient applications.

Chronosphere is looking for trailblazers who are experts in their space and are passionate about creating meaningful solutions for engineers and digital businesses.

Chronosphere is a series C startup with more than $343M in funding and a $1B+ valuation. We’re a remote-first company, backed by Greylock, Lux Capital, General Atlantic, Addition and Founders Fund.

About the role

The Head of Customer Marketing reports to the Chief Marketing Officer and is responsible for completely re-imagining the way we think about our customer journey and lifecycle marketing. The successful candidate brings proven experience in driving customer journeys and directly influencing engagement, retention and revenue. Experience across a span of product, customer success, customer experience, marketing, and sales is ideal, as this leader works across all functions to achieve customer affinity and success.

Your team partners with customer success and sales to design the expansion strategy and to orchestrate the development, execution, and optimization of customer growth campaigns to increase the number of different personas and teams using and loving Chronosphere. You will also work to expand the number of champions within our customers and co-manage our executive engagement program. Your team also helps spearhead new product launches into the customer base and runs customer marketing programs to drive cross-sell opportunities.

You will bring a strong background in data, analytics and omni-channel lifecycle marketing. Your key objective is customer journey orchestration to enhance our end to end consumer engagement with the goal of increasing customer value realization, product usage, including number of users per account, retention, and LTV.

You Will:

  • Lead the strategy, team and outcomes for the Customer Marketing function

  • Create the programs, tools and accelerators to help customers at all stages of their journey be successful and grow with Chronosphere.

  • Partner closely and share business goals and OKRs with the Customer Success team and leadership; ensuring an aligned and orchestrated customer nurture and journey.

  • Lead with a customer-centric approach, driving insights into customer feedback and behaviors needed to deepen product usage, increase retention, and strengthen the customer experience.

  • Use customer language, insights, and experiences to provide feedback to our customer success, product and engineering, and marketing teams in order to influence roadmap, campaigns, and messaging.

  • Build from scratch and lead a global team of lifecycle and customer marketers to create data driven, differentiated and segmented programs to drive revenue.

  • Foster a strong customer ecosystem,, activating our strongest customers as loyal advocates.

  • Raise the reputation and reach across our customer base, and the wider industry, for Chronosphere’s commitment to world-class customer success.

  • Evolve our customers’ post-sale journey across onboarding, adoption and renewals campaigns for Chronosphere’s Observability and Pipeline portfolio, including dedicated digital platforms to drive education and reach.

  • Define and deploy technologies to underpin and scale operations based on proven success

  • Champion customer KPIs across the company including engagement, revenue expansion, ARPU, CLTV, and revenue retention; rigorously drive internal prioritization decisions to maximize each.

  • Establish and promote customer marketing best practices across customer campaigns and lead from the front in creating inspiring and personalized marketing materials that excite our customers, burnish our brand, and drive engagement, cross-sell, upsell and retention.

You Have:

  • 15+ years in Customer Success and Customer Marketing, including 5-7+ years as leader of the Customer Marketing function.

  • 10+ years of experience at a high-tech or SaaS B2B company, ideally serving across functions touching the customer experience, including marketing, customer success, product management or product marketing.

  • A strong track record of developing and implementing omni-channel marketing strategies to onboard, engage and expand customer relationships, grow customer lifetime value and increase revenue retention.

  • Experience revamping lifecycle technology and strategies to ensure we are delivering personalized communication to all of our customers through the most appropriate channel depending on their specific stage in the customer journey.

  • Experience as a data-driven leader who can identify customer segment targets, establish KPIs with clear linkages to a P&L, and iterate rapidly to test hypotheses and deliver complex initiatives.

  • Comfort leading in a fast-paced, constantly changing, and evolving environment.

  • Demonstrated success delivering double-digit revenue growth with real-time personalization campaign strategy, planning and execution based on customer propensity model.

  • Ability to create personalized experiences and deliver them using real-time propensity models and marketing solutions that match our offerings to customer needs and maximize both response and value.

  • Proven background in hiring and leading teams, fostering talent, and developing a high performing culture, while modeling the core values and principles of the organization.

  • Strategic thinker who can understand business complexities and develop an innovative and creative customer marketing plan that addresses these nuances.

  • Excellent verbal and written communication, receptive listening skills, and ability to present to different audiences (Executives, Sales, Customer Success, etc.).

  • Team player with proven ability to lead, mentor, and influence a cross functional team within a global, matrix organization by interacting with cross-disciplinary technical and non-technical teams.

  • Strong operational acumen with proven experience developing, managing, and continuously approving programs and content.

  • Executive presence and ability to engage up and down the organization with confidence and poise.

  • Ability to travel up to 25%, including international travel.

Our benefits

  • Health Insurance Coverage

  • Unlimited Vacation Time

  • Competitive Salary

  • Stock Options

  • And More

Chronosphere is an equal opportunity employer. You're encouraged to apply even if your experience doesn't line up exactly with the job description. Your skills, passion, and desire to make a difference will stand out. At Chronosphere, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us at talent@chronosphere.io

Before clicking “Submit Application”.

To support our Diversity, Equity, and Inclusion (DEI) initiatives, we urge applicants to omit personal identifiers, including names, and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. However, applying through our Applicant Tracking System (ATS) will include identifiable contact information. Although this step is optional, Chronosphere is deeply committed to DEI. We recognize that achieving DEI is an ongoing journey for us as a company, and we believe it begins with our approach to hiring.

Identifying information includes your name, photos, LinkedIn URL, email address, and more.