Muck Rack
SaaS
AssociateDirector,CustomerMarketing&Education
“Associate Director, Customer Marketing & Education at Muck Rack. Skills: customer marketing, lifecycle marketing, customer adoption, customer retention, customer expansion, customer advocacy, customer education, team leadership. Own the post-sale lifecycle strategy across onboarding, adoption, retention, expansion and advocacy, establishing clear stages, core workflows and measurable outcomes tied to product usage, retention and net revenue retention. Shape and drive expansion strategy by identi”
What You'll Achieve.
Growth in net revenue retention through expansion and upsell; Faster time to value and increased adoption of core workflows across the customer base; Higher product usage depth and frequency, leading to improved retention and customer satisfaction; A scalable advocacy engine that drives reviews, references and referral-driven growth; Clear, actionable customer insights that influence product, messaging and go-to-market strategy
Industry & Context.
Analytical and data-driven, with a focus on measuring impact and continuously improving programs
permanent remote setup, Home office stipend, phone and internet reimbursement, coworking membership, Virtual and in-person team bonding (lunches, events, competitions), Competitive geo-neutral pay in the U. S., Annual reviews to ensure equity and market alignment, Standardized bonus or commission structure, 401(k) with employer contributions, Equity opportunities, Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents, 100% premium coverage for individuals on high-deductible plans, 24/7 Virtual Care and Employee Assistance Program, Employer-funded HSA contributions and other pre-tax benefits, Quarterly wellness stipend and free Headspace subscription, 4+ weeks of PTO, plus paid sick and mental health days, 13 paid holidays with the option to swap for personal days, Up to 16 weeks of fully paid parental leave, Transparent pathways for internal mobility and promotion, Bi-annual performance reviews, team workshops, and leadership training, Inclusive, Customer-First Culture, Commitment to equity and valuing diverse perspectives, Agile, founder-led company focused on collaboration and innovation, Trusted by 3,000+ companies worldwide, Benefits and compensation reflect offerings for U. S. -based employees., Support is provided for employees in other locations, in compliance with local laws and regulations., limitations on where we can hire and maintain a list of acceptable working locations based on job function., cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.
What They're Looking For.
Must Have
8+ years of experience in customer marketing, lifecycle marketing, growth or related roles in a B2B SaaS or technology company, Proven success owning or influencing post-sale metrics such as adoption, retention, expansion or net revenue retention, understanding of customer lifecycle strategy, segmentation and behavior-driven marketing, Experience building or scaling customer education, onboarding or product adoption programs, Demonstrated ability to manage and develop a high-performing team, A balance of strategic thinking and execution, with the ability to build systems and drive results, Experience partnering cross-functionally with Product, Sales, Customer Success and Enablement, Experience working with modern marketing and customer engagement tools such as Intercom, marketing automation platforms, CRM systems (e. g. Salesforce) and analytics tools, communicator who can connect product usage to customer value and business outcomes, Analytical and data-driven, with a focus on measuring impact and continuously improving programs
What You'll Do.
Own the post-sale lifecycle strategy across onboarding
expansion and advocacy
establishing clear stages
core workflows and measurable outcomes tied to product usage
retention and net revenue retention
Shape and drive expansion strategy by identifying growth opportunities and guiding programs that increase product usage
upsell and cross-sell across accounts
Own the product adoption strategy by defining key usage behaviors
operationalizing adoption metrics and leading product education to drive depth and frequency of usage
Set the vision for scalable learning programs
courses and resource hubs that enable customers to achieve meaningful outcomes
Own the end-to-end advocacy strategy
building a clear path from adoption to advocacy to referral-driven growth
and guiding programs for reviews
case studies and customer references
Establish and lead a voice of the customer program
including structured feedback systems and Customer Advisory Boards
Marketing and leadership decisions
Lead and inspire a high-performing team by setting clear priorities
fostering cross-functional collaboration
and developing team members through coaching
and professional growth opportunities
How You'll Work.
Team & Collaboration
partnering closely with Customer Success, Product and Enablement to align what we bring to market with how customers actually experience and use the product; Experience partnering cross-functionally with Product, Sales, Customer Success and Enablement; fostering cross-functional collaboration
Communication Scope
communicator who can connect product usage to customer value and business outcomes
Process & Methodology
building systems, driving results
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