Sr. Director, Customer Marketing

About the Role

Key Responsibilities

• Define and lead the global customer marketing strategy, aligning to corporate objectives
• Build, mentor and manage a high-performing customer marketing team of program managers, content specialists and community leads
• Design and operate a scalable reference program
• Identify, recruit, train and activate customer champions
• Partner with Sales and Customer Success to embed references into deal cycles and renewal discussions
• Measure program health: time to reference, reference utilization rate and contribution to pipeline
• Create and run Advisory Councils, user groups and peer-to-peer networks that drive product feedback, beta participation and evangelism
• Orchestrate virtual and in-person council events, agendas, logistics, executive participation and follow-up
• Track engagement metrics: attendance, satisfaction, follow-through on insights
• Lead development of compelling customer stories: video case studies, written success stories, data-driven ROI analyses
• Collaborate with Content Marketing to syndicate stories across Docusign.com, social, events and paid campaigns
• Ensure all content meets brand standards and resonates with target audiences (industry, persona, geography)
• Work with Field and Demand Gen Marketing to integrate customer voices into webinars, events and digital initiatives
• Align with Product Marketing on go-to-market launches, customer quotes, use cases, proof points
• Support Sales Enablement with customer assets, tools and training to accelerate deal velocity
• Establish dashboards tracking advocacy funnel metrics: prospects engaged, references delivered, closed-won influenced
• Leverage qualitative feedback and quantitative data to continuously refine programs
• Report regularly to executive leadership on ROI and growth opportunities

Requirements

• 15+ years in B2B marketing with 7+ years leading customer marketing, advocacy or customer-facing programs at enterprise software or SaaS companies
• 7+ years of people management experience
• Experience building and scaling reference and advocacy programs that drive measurable revenue
• Ability to translate customer outcomes into engaging assets
• Experience with marketing analytics tools
• Experience influencing Sales, CS, Product and Finance stakeholders
• Travel up to 25% globally for customer events and team meetings
• BA/BS degree or equivalent work experience

Nice to Have

• Superior project management and organizational skills
• Ability to juggle multiple high-priority initiatives
• Excellent storyteller and content strategist
• Excellent verbal and written communication skills
• MBA degree or equivalent work experience
• Strong record of successful people management and leadership
• Experience in one or more of the following categories: Contract Lifecycle Management, Configure-Price-Quote (CPQ), Customer Relationship Management, Document Generation
• Self-starter who can drive cross functional initiatives with minimal guidance

Benefits & Perks

• Parental leave, paid time off, remote work
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
• Stock: eligible to receive Restricted Stock Units (RSUs)
• Bonus: sales personnel are eligible for variable incentive pay; non-sales roles are eligible for a company bonus plan