Director of customer service Jobs in Chicago, IL

inriver is a global leader in Product Information Management (PIM) solutions, helping enterprise businesses optimize their product data for digital commerce success. We enable brands to deliver enhanced customer experiences, increase revenue, and streamline their go-to-market strategies.

We are seeking a highly motivated and hands-on Director of Customer Marketing to lead customer-facing marketing programs aimed at driving platform adoption, enhancing customer satisfaction, and increasing upsell and cross-sell opportunities. In this individual contributor role, you will work closely with the sales, account management, partner, and customer success teams to build and execute programs that foster customer engagement and loyalty.

The ideal candidate has a proven track record in developing and executing successful customer marketing programs. While titled as a Director, this role requires someone who is ready to dive into the details, lead initiatives personally, and directly contribute to program execution.

This role will be based in the US, preferably in Boston.

Key Responsibilities : Customer Program Development :

Design and implement marketing programs to drive platform adoption, improve customer engagement, and support enterprise-wide adoption of inriver's solutions.Collaboration :

Partner with the sales, account management, customer success, and partner teams to align customer marketing strategies with account expansion goals, ensuring a cohesive approach across all touchpoints.Customer Experience :

Lead efforts to enhance customer experience and satisfaction through marketing initiatives that drive customer NPS, reduce churn, and support overall customer success.Upsell & Cross-sell :

Develop and execute campaigns aimed at identifying and nurturing upsell and cross-sell opportunities within the existing customer base.Customer Education & Engagement :

Create and manage customer education programs, including webinars, workshops, case studies, and success stories, to help customers maximize their use of the inriver platform.Customer Advocacy :

Foster customer advocacy by building customer communities, encouraging reviews, and securing customer testimonials and case studies for marketing purposes.Measurement & Reporting :

Track the success of customer marketing programs through key metrics such as NPS, platform adoption rates, and revenue from upsell / cross-sell activities. Regularly report on performance and adjust strategies to optimize results.Hands-On Execution :

While this is a Director-level role, it is an individual contributor position. You will be expected to manage and execute customer marketing programs directly.Qualifications :

7+ years of experience in customer marketing, customer success, or account-based marketing, with a proven ability to drive customer engagement and revenue growth.Experience in developing and managing customer marketing programs that drive platform adoption and support enterprise-wide engagement.Strong experience working with cross-functional teams, particularly sales, customer success, and account management, to align marketing efforts with customer needs and business goals.Data-driven mindset with the ability to track, analyze, and report on key performance metrics (e.g., NPS, customer adoption, upsell / cross-sell revenue).Proven track record in building and executing programs that support upsell and cross-sell initiatives.Excellent communication and storytelling skills, with the ability to create compelling customer-facing content and campaigns.Ability to work autonomously and manage multiple programs in a fast-paced, results-oriented environment.Bachelor's degree in Marketing, Business, or a related field; advanced degree preferred.

For the this role the salary range is 170-200K per year. The salary is determined by individuals background and experience. All full time US employees are eligible to participate in inriver's comprehensive benefit package which include medical, dental, vision, 401K, STD, LTD.

Why Join inriver?

At inriver, you will have the opportunity to make a direct impact on the success of our customers and our business. We foster an inclusive and dynamic culture where you can grow your career and work on meaningful projects that drive tangible results. If you're passionate about building customer-focused marketing programs and working in a collaborative environment, we encourage you to apply.

Department Marketing Locations US Remote Remote status Fully Remote