Associate Director, Customer Marketing & Education

Muck Rack•Canada, KY

5d•Remote

About The Position

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Muck Rack’s AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently. Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and infuse these values into everything we do. We’re looking for a strategic and collaborative Associate Director of Customer Marketing & Education to lead how customers adopt, expand and advocate for Muck Rack after the sale. This is a high-impact role with the opportunity to shape how we drive product adoption, customer growth and advocacy across the entire customer lifecycle. Your mission will be to ensure customers not only understand Muck Rack, but consistently realize its value and grow with us over time. You’ll report to the Senior Director of Product Marketing and be part of the broader Product and Customer Marketing team, partnering closely with Customer Success, Product and Enablement to align what we bring to market with how customers actually experience and use the product.

Requirements

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
Strong 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 strong 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
Strong 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

Responsibilities

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 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
Partner with Product and Product Marketing to ensure lifecycle and adoption strategies reflect real customer workflows and differentiated value
Set the vision for scalable learning programs, including webinars, 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, to inform Product, 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, feedback, and professional growth opportunities

Benefits

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
Unlimited access to Coursera and O’Reilly
2 additional PTO days annually for learning and development