Chief Customer Officer, Marketing Cloud

About the Role

Key Responsibilities

• Drive Product Adoption by leading the development and distribution of AI and agent-based self-service activation guides, programs, and tools for onboarding, product version transitions, and best practices.
• 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 to 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 GTM Programs for Marketing Cloud by ensuring 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 for proactive decision-making.
• Build scalable programs that produce current, executable sales plays aligned with the latest product strategy.
• Develop and implement scalable Solution Engineering demo and environment programs to support sales.
• Lead the creation and execution of enablement strategies for Marketing Cloud, ensuring effective training for Solution Engineering, Account Executives, Customer Success, and Partners.
• 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 working with marketing or customer experience technologies in enterprise software.
• Demonstrated success in driving ACV growth through sales and partner programs.
• Experience working with sales teams (Account Executives, Solution Engineers) and channel partners.
• Proven track record collaborating with software product teams.
• 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

• Consulting experience with customers, solving complex problems through technology.

Qualifications

• Educational background is not explicitly specified, but extensive senior leadership and technical experience are required.

Benefits & Perks

• Parental leave
• 401(k)
• Time off programs
• Medical, dental, vision coverage
• Mental health support
• Paid parental leave
• Life and disability insurance
• Employee stock purchasing program