Director, Customer Success Marketing
Remote - United States
The Opportunity:
Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.
The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.
For more information about Anthology and our career opportunities, please visit www.anthology.com.
The Director of Customer Success Marketing is responsible for driving customer retention, product adoption, and growth of Anthology's customer community platform. This role will create and execute marketing programs that enhance customer satisfaction, increase community platform engagement, and build advocacy among users, transforming them into passionate advocates. The ideal candidate will develop differentiated strategies to improve customer experience, create compelling success stories, and work closely with cross-functional teams to align efforts with products, services, and growth initiatives.
Primary responsibilities will include:
- Developing and executing differentiated strategies by market segment to drive adoption of Anthology products
- Motivating customers to adopt and execute best practices for product adoption, usage, and impact through initiatives like ABM campaigns, nurture programs, emails, digital, and social marketing
- Collaborating with the Customer Success Management (CSM) team to identify opportunities for customer growth and engagement
- Reimagining and growing the Anthology customer community by developing programs that encourage new users to join and create opportunities that bring customers back regularly
- Implementing community programs that foster customer collaboration and sharing of best practices, creating power users
- Designing and implementing marketing programs to promote overall customer satisfaction and loyalty
- Creating compelling customer success stories, highlighting the impact of Anthology solutions across different segments and use cases
- Promoting customer achievements through various marketing channels, elevating customer visibility and building advocacy
- Gaining a deep understanding of Anthology's customer base through analysis, direct interaction, and input from CXM and CSM teams
- Informing segmentation, customer experience strategies, and approaches to drive engagement and retention
- Developing and refining customer personas and journey maps to guide targeted marketing strategies
- Working closely with Product Marketing to support product adoption goals and create opportunities for customer-sourced growth
- Partnering with the Services team to promote training and services that enhance the customer journey and growth opportunities
- Leading, managing, coaching, and inspiring a team of customer marketers
- Fostering a culture of passion, knowledge, and excitement about Anthology's customers and their success
- Establishing and monitoring clear objectives and key results (OKRs) to align with business goals, track team performance, and prioritize productivity
- Establishing clear processes for campaign execution and reporting
- Measuring the impact of marketing initiatives to ensure alignment with customer success metrics
- This role requires approximately 5-10% travel
The Candidate:
Required skills/qualifications:
- Bachelor’s degree in marketing, Business, or a related field
- At least 10 years of experience in customer success marketing or related roles, preferably in the Edtech sector
- Proven experience in driving product adoption, community growth, and customer satisfaction programs
- Strong knowledge of ABM, digital, and social marketing strategies
- Demonstrated ability to build effective client personas and journey maps to inform marketing strategies
- Exceptional storytelling and content creation skills
- Experience in working with cross-functional teams, including Product Marketing and Services
- Strong leadership skills, with a track record of managing and inspiring high-performing marketing teams
- Data-driven mindset, with experience in tracking and analyzing metrics to measure team and campaign performance
- Excellent communication skills, both written and oral
- Fluency in written and spoken English at CEF B2 level or above
Preferred skills/qualifications:
- Experience with building or managing customer community platforms
- Experience working in the Higher Education or Edtech industries
Pay range is $145,000 - $155,000/year depending upon experience. We use national and industry,-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
