Director, Customer & Community Marketing

Knox Systems

20d•$140,000 - $170,000

About The Position

The Director of Customer and Community Marketing leads the day-to-day execution of Knox’s customer marketing and engagement programs. The role helps customers share their successes, connect with relevant audiences, and gain more value from their relationship with Knox. Reporting to the VP Customer Marketing & Engagement, the director translates marketing priorities into practical plans, campaigns, and customer experiences, and manages work from intake through launch and follow-up. A central responsibility is managing Knox’s customer go-to-market launch program, turning customer FedRAMP milestones into joint announcements, customer stories, events, webinars, and opportunities to connect with government buyers while keeping customer participation simple and efficient. The director partners with Sales, Marketing, Customer Success, Product, and leadership to deliver customer communications and programs that support retention, expansion, and advocacy.

Requirements

5–7+ years of demonstrated success in B2B customer marketing, customer engagement, or customer success that drives customer engagement, retention, and growth.
Hands-on experience creating customer content and managing co-marketing programs, including press releases, customer stories, references, events, webinars, and advisory activities.
Strong project management skills, including the ability to manage multiple customer programs, deadlines, approvals, and cross-functional dependencies.
Experience using marketing, sales, and collaboration tools, including HubSpot, FullEnrich, Monday.com, LinkedIn, Sprout Social, Google Analytics, Webflow, Slack, and Teams, to manage customer data, campaigns, workflows, and reporting.
Ability to analyze and report program performance, communicate results clearly, and apply findings to improve outcomes.
Excellent writing, editing, and customer communication skills, with close attention to detail.
Ability to work independently, prioritize within established goals, and collaborate in a fast-paced, dispersed environment.
U.S. citizenship is required; dual citizenship is not permitted. Candidates must provide documentation verifying sole U.S. citizenship as part of the background check process.
Employment is contingent upon successful completion of required pre-employment screenings, including a background check, in accordance with applicable laws and government contract requirements.

Responsibilities

Manage customer launch and campaign plans, calendars, deliverables, and approvals aligned with marketing priorities, FedRAMP milestones, and marketplace readiness.
Coordinate messaging across Marketing, Sales, and Customer Success, and develop reusable assets such as joint press releases, social announcements, customer stories, and video interviews.
Manage customer participation in KnoXchange from outreach and preparation through promotion and follow-up; partner with Sales and leadership to facilitate introductions to the Knox Federal Advisory Board and senior federal leaders.
Create and maintain reusable customer assets, including press releases and customer stories; partner with digital marketing to publish, distribute, and optimize content for search visibility and credibility with federal buyers.
Maintain intake forms, templates, and playbooks that streamline content development and delivery while minimizing customer effort.
Deliver customer communications and key-account engagement programs that strengthen satisfaction, retention, and loyalty.
Lead Voice of the Customer activities, translating feedback into insights and actions for relevant teams.
Build relationships with customer marketing teams, program contacts, and advocates.
Coordinate executive participation, meeting preparation, and follow-up with account owners and executive sponsors.
Surface customer interest, feedback, and engagement signals that may indicate expansion, cross-sell, or upsell opportunities, and share them with Sales and Customer Success.
Partner with Sales and Customer Success to execute account engagement campaigns and provide customer stories, references, and content that support renewals and expansion.
Build and run customer lifecycle communications that support adoption, ongoing engagement, and renewal readiness.
Manage project timelines, customer approvals, and handoffs across Marketing, Sales, Customer Success, Support, and external agency partners.
Keep stakeholders informed of progress, resolve delivery issues, and escalate risks or decisions requiring leadership input.
Maintain dashboards and program reports covering launch delivery, campaign engagement, content performance, customer participation, and advocacy activity.
Review results with the VP Marketing & Communications and recommend program improvements; partner with Sales and Customer Success to understand how programs contribute to retention, renewals, expansion, and satisfaction using shared revenue and customer health metrics.