Portland, Oregon Metropolitan Area
Lifecycle marketing and customer engagement professional with 9+ years of experience designing and scaling retention, product adoption, onboarding, and customer growth programs within SaaS organizations. Proven track record of partnering cross-functionally with Product, Customer Success, Marketing, and Executive Leadership teams to develop data-informed lifecycle strategies that improve customer engagement, strengthen retention, and drive long-term customer value. Experienced in customer journey optimization, lifecycle communications, segmentation strategy, product education, customer advocacy, and scalable engagement initiatives that support adoption, expansion, and customer loyalty across the full customer lifecycle.
This role was exclusively focused on three key areas: Customer Advocacy, Driving Usage, and Optimizing the Customer Experience. - Played a key role in the strategy, development, and optimization of the DiscoverOrg customer journey from onboarding to activation and retention. - Built out message content leveraging email, in-app messaging, and other distribution channels to deliver an experience that increased usage and engagement with DiscoverOrg. - Led customer-specific awareness initiatives that included developing testimonials (written and video), case studies, events, etc. that focused on KPIs and metrics highlighting customer ROI. - Partnered cross functionally to execute and manage customer events (regional one-day events, roadshows, etc.), including logistics, budgeting, content development, scheduling, creative themes and social media strategies. - Developed KPIs to track the impact of customer marketing initiatives.
The main responsibilities of this role included product training, coordinating project timelines and ROI tracking methodologies, authoring technical support documentation, and providing professional services relating to software integration and account customization.
End-to-end development and launch of a custom professional services program to Customer Success, Sales, and Research teams. This included the implementation of Desk.com (Salesforce).