Director of Customer Experience Marketing, G2
$166-200k
OTE
+ Bonus
Review site for business software & services
Open for applications
Review site for business software & services
501-1000 employees
Open for applications
$166-200k
OTE
+ Bonus
501-1000 employees
Company mission
To make trust a central part of the digital transformation.
Role
Who you are
- Education: Bachelor’s degree in Marketing, Business Administration, Communications, or a related field
- Experience: At least 10 years in customer experience, marketing, or related fields, with 5+ years in leadership roles managing multi-disciplinary teams in technology, SaaS, or marketplaces
- Demonstrated success designing and executing customer experience programs
- Strong leadership, team management, and coaching ability
- Deep expertise in customer lifecycle, community management, and high-impact communications
- Proven track record operationalizing and measuring customer programs
- Excellent communication, presentation, and interpersonal skills
- Proficiency with data analytics and customer feedback platforms
- Travel: Willingness to travel for customer events, conferences, and team meetings
What the job involves
- At G2, the Director of Customer Experience Marketing will spearhead the strategy and execution for teams including Customer Marketing, Customer Education, Customer Community, User Acquisition and Engagement, Lifecycle Marketing, and Email Experience
- This leadership role calls for proven experience in driving holistic customer experiences, building and nurturing engaged communities, and designing programs that foster deep customer retention, loyalty, and growth
- You will collaborate across departments to ensure every stage of the customer journey aligns with G2’s mission to deliver exceptional value and customer engagement and advocacy
- Customer Experience Strategy & Vision
- Develop Unified Customer Strategy: Build and execute a comprehensive vision for the customer journey, from acquisition to advocacy (25%)
- Why: To drive customer satisfaction, retention, and long-term loyalty
- How: Partner cross-functionally to unify brand touchpoints and measure overall experience impact
- Oversee Customer-Facing Teams: Direct Customer Marketing, Education, Community, User Acquisition/Engagement, Lifecycle Marketing, and Email Experience teams (10%)
- Why: To ensure consistent, integrated experiences for all customers
- How: Establish shared KPIs and performance standards across teams
- Program Development & Execution
- Customer Marketing Programs: Design initiatives to promote customer advocacy, referrals, and co-marketing success stories (10%)
- Why: To amplify customer voices and deepen engagement
- How: Launch and optimize loyalty and reference programs
- Customer Education: Oversee the creation of learning resources, webinars, certifications, and onboarding (10%)
- Why: To empower users and drive product adoption
- How: Collaborate with Product and Content teams to ensure resources address user needs
- Community Building: Foster an engaged user community through events, forums, and digital platforms (10%)
- Why: To create meaningful peer connections and facilitate knowledge sharing
- How: Direct engagement strategies and moderate ongoing community initiatives
- Lifecycle and Email Marketing: Develop strategies to deliver personalized, relevant communications and campaigns throughout the customer lifecycle and interface with Finance on budgets and review incentives (10%)
- Why: To support every stage of the customer journey and maximize retention, as well as collect user-generated content (UGC)
- How: Leverage data and automation for timely, relevant messaging
- User Acquisition & Engagement: Lead efforts to attract new users and boost active engagement (10%)
- Why: To grow and retain a thriving, loyal customer base to generate reviews on G2.com
- How: Collaborate closely with Product and Growth teams, developing targeted initiatives and tracking performance
- Data, Analytics, and Continuous Improvement
- Customer Insights & Analytics: Use data and customer feedback to inform strategy and drive continuous improvement (10%)
- Why: To measure impact and drive results across all customer initiatives
- How: Build dashboards, analyze trends, and communicate insights to leadership
- Collaboration and Leadership
- Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, Support, and executive leadership to align on shared goals and initiatives (5%)
- Why: To ensure a seamless customer experience across all functions
- How: Foster open dialogue, share insights, and align on shared objectives
- Team Leadership: Recruit, mentor, and develop a high-performing Customer Experience team; support professional growth (5%)
- Why: To empower future leaders and sustain performance excellence
- How: Provide regular feedback, training, and growth opportunities
Our take
G2 helps companies to compare the best business software and services based on user ratings and social data. Its rise emphasizes just how fragmented and competitive the market is for business software today, and how a company that provides a way to navigate through all the confusion has a very good shot at building a lucrative business.
The company is part of a large group that have sprung up online to provide reviews and competitive analysis of various software products. However, unlike many others, G2 doesn't use an affiliate revenue model -where revenue is earned through advertisement and clicks. G2 instead uses a similar model to Glassdoor, striving for authenticity and credibility.
This approach has seen the site rise in popularity as it delivers reviews and analytics to make navigating the software landscape less complex for businesses and their teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
53% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jun 2021
$157m
SERIES D
Oct 2018
$55m
SERIES C
Total funding: $257.6m
Company benefits
- 22 days holiday (excl. bank holidays)
- Work from home opportunities
Company HQ
Chicago Loop, Chicago, IL
Leadership
Godard Abel
(Co-Founder & CEO)Previously founded and led BigMachines, a leading SaaS CPQ company.
Tim Handorf
(Co-Founder & Head of G2 Labs)Before G2, served as a Vice President of Product Management at BigMachines.
Mike Wheeler
(CTO)Came to G2 from TapJoy, where they helped to launch a mobile web product to an audience of more than 3 million users.
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