[Remote] Director, Customer & Community Marketing

Note: The job is a remote job and is open to candidates in USA. Knox runs a managed cloud business serving federal and Department of War customers. The Director of Customer and Community Marketing leads customer marketing and engagement programs, including customer launches, campaigns, advocacy, lifecycle communications, and reporting to support retention, expansion, and customer value.

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, including 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 that require 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

Skills

• 5-7+ years of demonstrated success in B2B customer marketing, customer engagement, customer success that drive 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, with 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
• This position requires U.S. citizenship. Dual citizenship is not permitted for this role

Benefits

• Medical
• Dental
• Vision
• Life & Disability
• Unlimited PTO
• An employee funded 401k plan

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