Director, Customer Experience Marketing – Strategic Leader for Holistic Customer Journey and Advocacy at blithequark

Welcome to blithequark At blithequark, we empower businesses to reach their peak potential by providing trusted insights from real software users. As the world's largest and most trusted software marketplace, we have helped over 100 million people annually, including employees at all Fortune 500 companies, make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with us to build their reputation and grow their business. Our mission is to deliver exceptional value and customer engagement, and we are committed to being the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. About Our People At blithequark, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You will be part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other's successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit, we push each other to take on challenging work, which will help us all to grow and learn. Our global, diverse team of smart, dedicated, and kind individuals is at the heart of our community and culture. About the Role The Director of Customer Experience Marketing at blithequark will spearhead the strategy and execution for teams including Customer Marketing, Customer Education, Customer Community, User Acquisition and Engagement, Lifecycle Marketing, and Email Experience. This leadership role calls for proven experience in driving holistic customer experiences, building and nurturing engaged communities, and designing programs that foster deep customer retention, loyalty, and growth. You will collaborate across departments to ensure every stage of the customer journey aligns with blithequark's mission to deliver exceptional value and customer engagement and advocacy. Key Responsibilities Develop Unified Customer Strategy: Build and execute a comprehensive vision for the customer journey, from acquisition to advocacy. Why: To drive customer satisfaction, retention, and long-term loyalty. How: Partner cross-functionally to unify brand touchpoints and measure overall experience impact. Oversee Customer-Facing Teams: Direct Customer Marketing, Education, Community, User Acquisition/Engagement, Lifecycle Marketing, and Email Experience teams. Why: To ensure consistent, integrated experiences for all customers. How: Establish shared KPIs and performance standards across teams. Customer Marketing Programs: Design initiatives to promote customer advocacy, referrals, and co-marketing success stories. Why: To amplify customer voices and deepen engagement. How: Launch and optimize loyalty and reference programs. Customer Education: Oversee the creation of learning resources, webinars, certifications, and onboarding. Why: To empower users and drive product adoption. How: Collaborate with Product and Content teams to ensure resources address user needs. Community Building: Foster an engaged user community through events, forums, and digital platforms. Why: To create meaningful peer connections and facilitate knowledge sharing. How: Direct engagement strategies and moderate ongoing community initiatives. Lifecycle and Email Marketing: Develop strategies to deliver personalized, relevant communications and campaigns throughout the customer lifecycle. Why: To support every stage of the customer journey and maximize retention. How: Leverage data and automation for timely, relevant messaging. User Acquisition & Engagement: Lead efforts to attract new users and boost active engagement. Why: To grow and retain a thriving, loyal customer base. How: Collaborate closely with Product and Growth teams, developing targeted initiatives and tracking performance. Data, Analytics, and Continuous Improvement Customer Insights & Analytics: Use data and customer feedback to inform strategy and drive continuous improvement. Why: To measure impact and drive results across all customer initiatives. How: Build dashboards, analyze trends, and communicate insights to leadership. Collaboration and Leadership Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, Support, and executive leadership to align on shared goals and initiatives. Why: To ensure a seamless customer experience across all functions. How: Foster open dialogue, share insights, and align on shared objectives. Team Leadership: Recruit, mentor, and develop a high-performing Customer Experience team; support professional growth. Why: To empower future leaders and sustain performance excellence. How: Provide regular feedback, training, and growth opportunities. Minimum Qualifications We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway. Education: Bachelor’s degree in Marketing, Business Administration, Communications, or a related field. Experience: At least 10 years in customer experience, marketing, or related fields, with 5+ years in leadership roles managing multi-disciplinary teams in technology, SaaS, or marketplaces. Skills: Demonstrated success designing and executing customer experience programs. Strong leadership, team management, and coaching ability. Deep expertise in customer lifecycle, community management, and high-impact communications. Proven track record operationalizing and measuring customer programs. Excellent communication, presentation, and interpersonal skills. Proficiency with data analytics and customer feedback platforms. Travel: Willingness to travel for customer events, conferences, and team meetings. Our Commitment to Inclusivity and Diversity At blithequark, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Career Growth Opportunities and Learning Benefits At blithequark, we believe in empowering our employees to grow and develop in their careers. As a Director of Customer Experience Marketing, you will have the opportunity to work with a talented team of professionals, develop your leadership skills, and contribute to the growth and success of our company. You will also have access to training and development programs, mentorship, and opportunities to attend industry conferences and events. Work Environment and Company Culture Our work environment is dynamic, collaborative, and fast-paced. We believe in fostering a culture of innovation, creativity, and experimentation, and we encourage our employees to think outside the box and come up with new ideas. We also believe in work-life balance and offer flexible working hours, remote work options, and a comprehensive benefits package. Compensation, Perks, and Benefits We offer a competitive salary, bonus, and benefits package, including health insurance, retirement savings, and paid time off. We also offer a range of perks, including free meals, snacks, and drinks, a fitness center, and on-site parking. Our employees also have access to a range of discounts and promotions, including discounts on software and services, and exclusive access to industry events and conferences. Conclusion If you are a motivated and experienced marketing professional looking for a new challenge, we encourage you to apply for the Director of Customer Experience Marketing role at blithequark. This is a unique opportunity to join a fast-growing company and contribute to the development of our customer experience strategy. We look forward to hearing from you and exploring how you can help us achieve our goals.