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Director of Customer Lifecycle Marketing

Company: ThreatConnect
Location: Arlington
Posted on: January 15, 2022

Job Description:

Company Background

ThreatConnect, Inc. provides cybersecurity software that reduces complexity for everyone, makes decision making easy by turning intelligence into action, and integrates processes and technologies to continually strengthen defenses and drive down risk. Designed by analysts but built for the entire team (security leadership, risk, security operations, threat intelligence, and incident response), ThreatConnect's decision and operational support platform is the only solution available today with cyber risk quantification, intelligence, automation, analytics, and workflows in one. To learn more, please visit

We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals.

We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and to share in our success. We love to recognize our employees who have gone above and beyond, and offer incentives like quarterly awards, an employee bonus and referral program, and team-building outings.

Job Description

Do you believe that the role of Marketing extends far beyond the creation of a lead or the closing of an account? Do you know how important it is to cultivate a long-lasting relationship with clients - beginning on the day the contract is signed? Are you convinced that the company you work for should be seen as a partner to the client from day one, working to understand the pain the client feels, chart a path for solving that pain, reviewing progress, and looking for other ways that it might help? Do you love storytelling and connecting your ideas with people? Do you see problems as an opportunity for finding solutions? If so...we have a job for you!

ThreatConnect is growing by leaps and bounds! And, we need a client-minded individual that will help strengthen our relationships with clients from the onboarding stage, through to renewal and cross-sell. We are looking for a creative, detail-oriented, outgoing, and ambitious Director of Customer Lifecycle Marketing with a thirst for knowledge to help us grow even faster. Why those qualities? It's simple - our Marketing team is doing amazing things right now and we need someone who can not only help us execute on our big plans, but who can also step into greater responsibility as the company grows. We want you to grow with us.

Reporting directly to the Vice President of Marketing, as the Director of Customer Lifecycle Marketing, you will be responsible for planning, producing, and managing world-class marketing programs that help our SVP of Client Success, the entire Client Success team and our various Channel Managers drive ThreatConnect forward. The person in this role will not only work closely with the greater Global Marketing team, but with our Client and Channel teams. This cross-functional partnership role will strengthen relations to ensure ThreatConnect content helps drive the company toward achieving its goals.

This role will maintain a consistent experience throughout the customer lifecycle. Developing collateral and communications with customers at scale, this person will develop, implement, and measure effective marketing campaigns and programs to drive adoption, retention, expansion, awareness, and demand generation of ThreatConnect product and services. This role collaborates with other marketing staff as well as Product Marketing and Customer Success, sales teams, channel partners, and subject matter experts in technology and compliance.

About You

You are obsessed with relationship building. You understand that success is driven through the cultivation of relationships and that the company you work for must act as a strategic partner to its clients to help both parties achieve the success they desire. This relationship focus also extends to partners - as you'll be responsible for supporting our Channel focus until you hire team members in 2022 to take on that responsibility.

You are an incredibly creative storyteller and love connecting problems with solutions. You are the type of person who gets excited by communicating value at every step of the relationship - from the point of onboarding, through quarterly progress reviews and beyond.You know how to dig deep into what the client is thinking, how to take those stories and find similarities in other clients, how to bring the voice of the client to life and how to get clients talking to one another.You're the type of person who loves to work with others to get your messages to market and loves to harness the knowledge of the company by collaborating across functional teams.

You are a great communicator. You're comfortable speaking with different stakeholders that have a variety of backgrounds.You listen to hear as opposed to responding.You're as comfortable behind the scenes as in front of them - where you might be leading quarterly or annual client conferences.

You are detail-oriented. You cross all your "t's and dot your "i"s. Nothing goes unnoticed past you.You enjoy and understand the importance of the role of editor.

You live, breathe, marketing. It doesn't just provide a paycheck and it fuels the fire of your passion that you have for it. You are genuinely interested in what you do and the impact that you have on customers, and internal and external stakeholders. Confident with a dynamic personality.

About The Team

  • We are a small team that works hard, supports each other, and believes in having fun along the way (and laughing at ourselves once in a while)
  • We believe in our ability to achieve our goals and as a result, we blow past them with pride. We're ThreatConnect Marketing - we're kind of a big deal
  • We remain a virtual team (with Post-COVID dreams of in-person collaboration). We hold weekly team meetings to level-set and weekly one-on-one meetings with managers to keep us all moving in the right direction

    Responsibilities Include
    • Drive overall customer marketing initiatives in partnership with Customer Success and Sales
    • Serve as the advocate for the customer in all marketing planning. Ensure this audience is front and center
    • Design and execute targeted marketing campaigns to drive awareness, adoption, usage, retention, and upsell, onboarding, adoption, and product usage
    • Align and partner with Sales, Customer Success, and others in Marketing to develop and execute specific account-based programs based on retention and expansion goals
    • Drive a voice-of-the-customer (VOC) program including customer references and third-party reviews. Ensure VOC permeates our external marketing
    • Build a global customer advocacy program to scale the value our customers can add to sales & marketing (accelerate pipeline, increase product adoption, increase renewals, and expansion)
    • Define, measure, and publish customer lifecycle marketing metrics to ensure continuous improvement and gain organizational support. Set and measure quarterly goals
    • Identify friction points in the customer journey and develop a strategy to drive a better customer experience
    • Partner with Customer Success and Product Marketing to drive messaging, education, and promotion strategy to ensure the right message is in front of the right audiences based on various characteristics (adoption stage, geo, use case, etc)

      1-3-6-12 Month Plan

      On day one we'll expect you to...
      • Get onboarded
      • Dig into the client lifecycle as it stands today - from onboarding, to reviews, to renewal processes and cross-sell strategies looking to find all areas for improvement
      • Partner with the SVP of Client Success to build out a vision that drives client engagement programs that lead to higher renewal rates, cross-sell success and that turns clients into advocates
      • Work with various Channel Managers to understand their needs to support growth in sell-with, sell-through, and OEM partnerships
      • Get acclimated into the role
      • Learn the ThreatConnect brand voice, dissect our clients into logical groupings based on product, industry, and business needs
      • Outline critical KPIs to measure the success of your coming programs
      • Develop the framework for your programs and chart key dates for client engagement such as quarterly and annual client events

        At 3 months we'll expect you to---
        • Have your early program rolling - with new strategies for client on-boarding, client engagement and client cross-sell programs firmly outlined
        • Drive client educations and engagement - making sure we are having conversations with our clients that demonstrate our dedication to them by tapping in to support from the Director of Content, Director of Demand Generation, and Senior Director of Product Marketing
        • Have Channel engagement strategies mapped out - supporting both growth and addition of new channel partners as well as education, engagement, and go-to-market programs for existing partners

          At 6 months we'll expect you to...
          • Be capable of forecasting, measuring, analyzing, and reporting on performance analytics, and recommend changes and improvements
          • Recommend and execute new content, engagement programs, and go-to-market strategies based on past performance, engagement analytics, and company plans

            At 12 months we'll expect you to...
            • Be completely in the driver's seat of your role, having established processes and procedures that support client success, renewal, and cross-sell goals
            • Be ready to hire additional team members to take on responsibility for Channel Marketing

              Required Qualifications

              • Experience in a B2B customer marketing role
              • Has experience with cross-sell and up-sell customer engagement
              • Experience with customer pipeline reporting up to leadership as well as cross-functional partners
              • Experience defining various customer audiences based on region, product usage, personas and creating messaging for each of these groups
              • Experience building relationships with internal customers as well as external customers
              • Excellent writing, editing, and content creation skills; knowledge of AP or Chicago Style is a plus
              • Demonstrated ability to simplify complicated technical topics and messaging into easily understandable stories, features, benefits, and use cases
              • Familiarity with WordPress or similar CMS, marketing automation tools, and social media platforms preferred
              • Detail orientation with strong project management, communication, and planning skills
              • Comfortable working independently or as part of a team in a fast-paced, dynamic environment
              • Experienced working in B2B, SaaS technology
              • Bachelor's degree in a related field, such as marketing, English, business, or communications

                Desired Qualifications
                • Experienced working in the cybersecurity industry as a Marketing professional
                • Past experience managing a team of resources including internal team members and contractors/vendors


                  Work-Life Balance:
                  • Unlimited Paid Time Off (PTO)
                  • Employee recognition program with quarterly awards
                  • Employee referral program
                  • Military leave options available
                  • Education reimbursement program for job-related college courses and professional training
                  • Quarterly events with your geographic team
                  • Annual company party

                    • Prescription drug coverage
                    • Dental coverage
                    • Vision coverage
                    • Company-paid short term and long term disability
                    • Company-paid insurance and AD&D coverage
                    • Pet Insurance

                      • 401K retirement savings plan with company matching program up to 6%
                      • Health Savings Account
                      • Flexible Spending Accounts (medical, dependent care, and transit and parking)
                      • Cell phone stipend
                      • Paid Parental Leave
                      • Paid Bereavement Leave

                        Research shows that while men apply to jobs when they meet about 60% of job criteria, women and individuals from marginalized groups tend to apply only when they check every box. If you think you have what it takes but you're not sure that you check every box, apply anyway!

Keywords: ThreatConnect, Arlington , Director of Customer Lifecycle Marketing, Advertising , Arlington, Virginia

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