Director, Customer Marketing

BigCommerce•Austin, TX

12h•Hybrid

About The Position

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce , Feedonomics , and Makeswift , we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you. Commerce is seeking a strategic, data-driven Director of Customer Marketing to drive engagement, retention, expansion, and advocacy across our growing customer base. This role sits at the intersection of marketing, customer success, and revenue, leading programs that help customers realize value, drive adoption, and champion our platform to the broader commerce ecosystem. You’ll own the full customer lifecycle—from launch to loyalty—developing integrated campaigns that increase product adoption, identify and nurture expansion opportunities, and foster an engaged customer community.

Requirements

7+ years of B2B SaaS marketing experience, with at least 3+ years focused on customer or lifecycle marketing
Experience in ecommerce, payments, or digital commerce platforms strongly preferred
Proven success launching data-driven retention and expansion programs that directly impact ARR and customer health
Strong collaboration skills across Marketing, Product, Customer Success, and Sales organizations
Expertise with CRM, marketing automation, and analytics platforms (e.g., HubSpot, Salesforce, Gainsight, or similar)
Exceptional communication skills and a passion for driving customer value through marketing

Responsibilities

Customer Lifecycle Marketing Design and execute marketing programs to engage customers at every lifecycle stage: onboarding, adoption, retention, cross-sell/upsell, and advocacy
Partner with Customer Success and Sales to drive engagement campaigns that reduce churn and accelerate time-to-value.
Develop trigger-based, personalized lifecycle journeys using in-product messaging, email, and digital touchpoints to improve activation and ROI
Retention and Expansion Build and manage retention campaigns that drive increased product usage, feature adoption, and expansion into new product lines
Collaborate with Revenue teams to design targeted cross-sell and upsell plays informed by product engagement data and segmentation insights
Own customer satisfaction and health metrics (e.g., NPS, CSAT, engagement scores) as leading indicators of retention
Advocacy and Community Lead customer advocacy programs including case studies, testimonials, references, and speaker recruitment for events and press opportunities
Oversee customer community initiatives—online forums, ambassador programs, and peer networking events—to strengthen relationships and share best practices
Partner with Product Marketing to elevate the voice of the customer into GTM messaging and roadmap priorities
Analytics and Measurement Establish dashboards and performance tracking for customer campaign metrics: retention rate, product adoption, NPS, and expansion pipeline
Continuously optimize campaigns through A/B testing, segmentation, and data-driven insights
Report program performance to executive stakeholders, demonstrating measurable business impact and ROI