Director, Customer and Product Marketing

Job Category: Product Marketing Manager
Job Type: Full Time
Job Location: US - Remote

Searchspring

 

Searchspring provides e-commerce retailers with the industry-leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Bangalore, London, Melbourne, and remote across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued every step of the way.

Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers. Join us as we change the way the world shops online and achieve our mission to deliver the ultimate shopper experience.

About The Role

We are seeking a strategic Customer and Product Marketing Director to join our growing marketing team. Reporting directly to the VP of Marketing, you will be responsible for leading the product marketing function, defining go-to-market strategies, and driving the positioning, messaging, and competitive differentiation of our product offerings. You will also be responsible for leading our customer marketing efforts, putting the customer first, developing strategies for communicating with our customers and enhancing LTV, improving retention, building our community and customer loyalty. You will collaborate closely with Product, Customer Success, Sales, Enablement and other teams to ensure our customer and product messaging and market approach align with business goals.

How You Will Succeed

Product Marketing

  • Lead the development of go-to-market strategies for new and existing products, ensuring alignment across Product, Marketing, Sales, and Customer Success teams.
  • Define and refine product positioning, messaging, and value propositions to resonate with target audiences and differentiate Searchspring in the market.
  • Serve as a strategic partner to Demand Generation and Partner Marketing by providing product insights, messaging frameworks, and audience targeting for campaigns.
  • Work with Sales and Enablement teams to create product training materials, competitive analysis, and other resources to drive sales success.
  • Provide product expertise for positioning at industry events, webinars, and other external engagements.

Customer Marketing

  • Develop and lead customer marketing initiatives that drive customer engagement, retention, and satisfaction.
  • Manage customer office hours to provide ongoing support and insights, fostering customer education and adoption of new features.
  • Oversee community management efforts, building a vibrant and active customer community where users can share experiences, provide feedback, and access resources.
  • Collaborate with the Customer Success team to develop and implement campaigns focused on customer success, advocacy, and product adoption.
  • Own the strategy for customer-facing platform messaging, ensuring consistency and clarity across touchpoints (in-product messaging, email communications, etc.).
  • Manage updates using Storylane product demo software, ensuring customers have access to the latest product demos, tutorials, and resources.
  • Create and maintain customer success stories and coordinate with Content on case studies to showcase the value of our products to prospective and existing customers.
  • Regularly analyze customer feedback and behavior data to inform and optimize customer marketing initiatives.
  • Respond to customer reviews on review sites, social, or other.

Your Work DNA

  • Customer and data obsessed.
  • Self-starter, demonstrating high initiative and critical thinking. Proven ability to think strategically, but with exceptional attention to detail in execution.
  • Interpersonal skills to help nurture customer relationships and collaborate with cross-functional teams
  • Analytical skills to determine marketing effectiveness and ROI of product go-to-market initiatives and customer engagement efforts
  • Strategic thinker that can see beyond the day-to-day grind to help reach marketing and sales goals, create a stronger brand, and improve the customer experience
  • You are an exceptional retention and product marketer among a variety of audiences and across multiple mediums. You exercise good judgment and discretion when sharing information
  • You are able to manage multiple projects in a fast-paced, deadline-driven, environment, while maintaining a sense of humor and good nature
  • You are confident in deciphering the key messages through the noise to find what our community cares about and needs to know, and turn that information into compelling retention initiatives
  • You are driven, with a high level of initiative and enjoy working with minimal supervision in a highly collaborative environment, engaging the right stakeholders
  • You know how to build a customer marketing program from the ground up with limited resources and how to work with a customer success team across the full customer lifecycle (from onboarding, to adoption, to expansion, and hopefully to advocacy)
  • A curious learner
  • You love the fast-paced environment of a growth-stage company, and possess a scrappy, hands-on, roll-up-your-sleeves approach
  • You understand the needs and purchase behavior of small businesses, and the value of the human connection in business success

What We’re Looking For

  • 7+ years of experience in customer and product marketing, with at least 3 years in a leadership role within a SaaS or technology company.
  • Proven ability to develop and implement go-to-market strategies, positioning, and messaging for B2B products.
  • Strong understanding of the ecommerce or search and product discovery landscape is a plus.
  • Exceptional written, verbal, and presentation skills, with the ability to articulate complex product concepts in simple, compelling ways.
  • Proven success in working cross-functionally, particularly with Product, Sales, Demand Generation, and Customer Success teams.
  • Experience conducting market research and competitive analysis.
  • Strong leadership skills with the ability to influence without direct authority and foster collaboration across teams.
  • Data-driven mindset, with experience using insights to inform product marketing decisions.
  • Bachelor’s degree in Marketing, Business, or a related field (MBA preferred).

Benefits And Company Perks

  • Open PTO
  • Company-paid health, dental, and vision insurance
  • Medical and dependent care flexible spending accounts (FSA)
  • Company-paid Short Term and Long Term Disability coverage
  • Company-paid Life and AD&D coverage
  • Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
  • 401(k) plan with employer match
  • Continuing education stipend
  • Charitable donation matching
  • Remote work allowed

 

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