Director, Customer Marketing

Overview

Welcome to the Agentic Commerce Era
At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of Big Commerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market.

We help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, this is the place for you.

Commerce is seeking a strategic, data-driven Director of Customer Marketing to drive engagement, retention, expansion, and advocacy across our growing customer base. This role sits at the intersection of marketing, customer success, and revenue, leading programs that help customers realize value, drive adoption, and champion our platform to the broader commerce ecosystem. You’ll own the full customer lifecycle—from launch to loyalty—developing integrated campaigns that increase product adoption, identify and nurture expansion opportunities, and foster an engaged customer community.

Customer Lifecycle Marketing

• Design and execute marketing programs to engage customers at every lifecycle stage: onboarding, adoption, retention, cross-sell/upsell, and advocacy
• Partner with Customer Success and Sales to drive engagement campaigns that reduce churn and accelerate time-to-value
• Develop trigger-based, personalized lifecycle journeys using in-product messaging, email, and digital touchpoints to improve activation and ROI

Retention and Expansion

• Build and manage retention campaigns that drive increased product usage, feature adoption, and expansion into new product lines
• Collaborate with Revenue teams to design targeted cross-sell and upsell plays informed by product engagement data and segmentation insights
• Own customer satisfaction and health metrics (e.g., NPS, CSAT, engagement scores) as leading indicators of retention

Advocacy and Community

• Lead customer advocacy programs including case studies, testimonials, references, and speaker recruitment for events and press opportunities
• Oversee customer community initiatives—online forums, ambassador programs, and peer networking events—to strengthen relationships and share best practices
• Partner with Product Marketing to elevate the voice of the customer into GTM messaging and roadmap priorities

Analytics and Measurement

• Establish dashboards and performance tracking for customer campaign metrics: retention rate, product adoption, NPS, and expansion pipeline
• Continuously optimize campaigns through A/B testing, segmentation, and data-driven insights
• Report program performance to executive stakeholders, demonstrating measurable business impact and ROI

• 7+ years of B2B SaaS marketing experience, with at least 3+ years focused on customer or lifecycle marketing
• Experience in ecommerce, payments, or digital commerce platforms strongly preferred
• Proven success launching data-driven retention and expansion programs that directly impact ARR and customer health
• Strong collaboration skills across Marketing, Product, Customer Success, and Sales organizations
• Expertise with CRM, marketing automation, and analytics platforms (e.g., Hub Spot, Salesforce, Gainsight, or similar)
• Exceptional communication skills and a passion for driving customer value through marketing

Pay Transparency
$129,000 - $218,000. The exact salary will be dependent on the candidate’s location, relevant knowledge, skills, and qualifications.

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in…