Chief Customer Officer, Marketing Cloud

About the Role

Key Responsibilities

• Lead the development and distribution of AI and agent-based self-service activation guides, programs, and tools for onboarding, product version transitions, and best practices, helping customers extract value from the latest technologies.
• Lead a data-driven organization that measures all aspects of product usage and leverages insights to optimize both product performance and customer experience.
• Develop vision demos and dynamic architectural illustrations that enhance customer communications and self-service guides.
• Lead transformation programs to guide customers in adopting the latest technologies.
• Coordinate across Product Management, Engineering, Customer Success, Product Marketing, and Sales to drive adoption initiatives.
• Lead 'Run the Business' programs with Product Marketing, Sales Operations, Distribution Leaders, and Partner Liaisons to ensure ongoing alignment between product strategy and GTM motions, maintaining pipeline generation, ACV growth, retention, and adoption.
• Operate a data-driven GTM program that evaluates market and sales conditions, enabling proactive decision-making.
• Build scalable programs that produce current, executable sales plays aligned to the latest product strategy.
• Develop and implement scalable Solution Engineering demo and environment programs to support sales and drive convergence to the latest product versions.
• Lead the creation and execution of a comprehensive enablement strategy for Marketing Cloud in coordination with Product Marketing.
• Ensure effective enablement for Solution Engineering, Account Executives, Customer Success, and Partners on Marketing Cloud products, solutions, and value propositions.
• Manage and resolve sales escalations promptly, including leveraging AI and agents to scale resolution.
• Establish and refine deal support processes for frontline sales teams and managers.
• Create and distribute roadmap enablement and distribution programs for internal and external stakeholders.

Requirements

• 15+ years in senior leadership roles, with at least 5 years in sales leadership and 5 years in marketing technology.
• Demonstrated success in driving ACV growth through sales and partner programs.
• Experience working with sales teams (Account Executives, Solution Engineers) and channel partners.
• Consulting experience with customers, solving complex problems through technology.
• Strong knowledge of Marketing Cloud technologies and the broader MarTech landscape.
• Exceptional communication, presentation, and interpersonal skills.
• Ability to build strong relationships and influence stakeholders at all levels.
• Strategic thinker with a hands-on approach to program execution.
• Proven ability to manage complex projects and deliver results in a fast-paced environment.

Nice to Have

• Experience collaborating with software product teams.
• Experience with AI and agent-based technologies.

Qualifications

• Educational background or certifications are not explicitly specified in the description.

Benefits & Perks

• Parental leave
• 401(k)
• Comprehensive health benefits including medical, dental, and vision
• Mental health support
• Paid time off and flexible work arrangements
• Life and disability insurance
• Employee stock purchasing program