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Samcart  worldwideover 2 years ago
marketingmarketing
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Full time. Remote.

Online shopping has changed. Today’s eCommerce runs on selling products, not brands. SamCart is the only eCommerce software platform built for creators, by creators, who want to build a profitable digital business and experience personal freedom and growth.

Director of Customer Marketing

Given our recurring subscription model, we win when our clients are successful, happy and growing their businesses. Our focus on customer experience, engagement and success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our platform. As such, we need a Director of Customer Marketing to own driving success for our micro/VSB/SMB customers. This role includes responsibilities for micro/VSB/SMB Customer Experience & Success activities (e.g., on-boarding, training, adoption, advocacy, retention, etc.) and outcomes (e.g., up-sell, etc.) via a 1:Many, digital marketing enablement framework.

Responsibilities

  • Define and create a customer journey that can be tracked, tested and executed on in order to optimize customer retention and upsell opportunities in the micro/VSB/SMB segment
  • Partner with account management, customer success, and demand marketing, to leverage and tailor prospect programs for customer audiences.
  • Measure the customer marketing activities impact on customer growth, retention, and financial outcomes and communicate these impacts within the organization.
  • Define and optimize the customer journey lifecycle for the micro/VSB/SMB portfolio through managing 1:Many customer activities (onboarding, training, health, advocacy) and customer outreach strategies
  • Own and manage customer success and revenue opportunities within the micro/VSB/SMB portfolio
  • Inspire ownership of customer success initiatives across entire company

Key Success Outcomes for the Leader

  • Attain 75% activation of new clients
  • Increase save percentage to 20%
  • Attain 60-day churn rate of 20%
  • Achieve a refund rate of 6%
  • Increase Customer NPS to 50

Qualifications

  • 6+ years experience in leading customer-facing marketing organizations and SaaS, with more than two marketing management roles previously.
  • Goal-oriented, customer-focused leader
  • Proficiency in Hubspot, SalesForce and Client engagement tools
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Demand creation, both sales-led and marketing-led
  • Deep understanding and ability to leverage data and insights to develop marketing plans.
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellence in problem-solving and attention to detail.
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Excellent project management skills
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This is what you’ll love about SamCart

Our co-founders always say “Their success is our success” and we believe that about our people too! We want everyone to love their job at least 80% of the time and when you are successful, the whole team is successful.

  • Each team has one offsite Hub Week per quarter to collaborate with team members (and others!) and plan for the upcoming quarter.
  • Diversity adds value to everything we do - We hire from and for a wide range of backgrounds and experiences to allow the team to bring their own unique ways of thinking and working to each project
  • We have unlimited PTO with an encouraged 14-day minimum to empower our team members to maintain a healthy balance in their day-to-day lives.
  • Yay, we have 401K!
  • Health Insurance premiums are covered 100% by SamCart for you +1, be it a significant other or child.
  • Supportive Parental leave policies for all parents
  • Career growth and development are essential here at SamCart and we want all team members to build sustainable, future-proof and adaptable careers.
  • Self-Care is important, which is why we offer a monthly wellness credit.

Our Core Values

Be Transparent - We communicate openly, thrive on feedback, and check our egos at the door.

Be Human - We operate with compassion and always assume positive intent.

Be an Owner - We are all owners of the business. We take pride in our work and know that the success of our customers and the business contributes to our inidual success.

Be Creative and Commit - We collaborate, create resourceful solutions, and work as a team to get it done.

Be You - We are stronger together because of the unique qualities we each bring to the team. We believe in balance, making time for fun, and enjoying the work we do!