ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

The Director of Customer Marketing owns the strategy and execution for building retention, expansion, and advocacy for our installed base. This is a lean, high-impact function built to act as the hub of the wheel: working closely with CSMs, product, DGMs, and PMM to identify the right signal at the right moment and turn it into retained and expanded revenue. This role navigates from the awareness of triggers and lifecycle moments rather than just campaigns.

Essential Duties & Responsibilities:

Retention strategy and execution: build always-on, signal-driven programs against churn risk using product telemetry, usage data, and account health signals
Expansion strategy and execution: identify upsell and cross-sell opportunities by partner tier and activate programs that convert adoption into revenue
Advocacy and proof: build the case study, reference, and testimonial engine; recruit customer speakers and champions; activate the MSP and IT communities as a credible voice for ConnectWise
Partner tier strategy: design and run lifecycle campaigns segmented by customer tiers, tied to product adoption and account health
Cross-functional orchestration: serve as the connective tissue between Customer Success, Demand Gen, PMM, and Product to ensure the right message reaches the right customer at the right moment
Team leadership: build and lead a small, focused team covering retention, expansion, and advocacy

Knowledge, Skills, and or/Abilities Required:

Experience building programs from scratch in a B2B SaaS environment, not just optimizing existing motions
Strong cross-functional instincts: comfortable working deeply with CS, Product, and Demand Gen without needing rigid lane definitions
Experience with signal-based or behavioral trigger marketing, using data like product usage, health scores, or intent to drive program timing as well as Gainsight
Track record building advocacy programs: case studies, reference networks, customer community engagement
Data-driven mindset with comfort owning a number tied to revenue retention, not just engagement metrics
Bias toward action in ambiguity; this function is being rebuilt and requires someone who can define the work
Experience in MSP, channel, or PE-backed SaaS environments a strong plus

Educational/Vocational/Previous Experience Recommendations

Bachelor’s degree in related field
8+ years of customer marketing, lifecycle marketing, or customer success-adjacent roles, with experience owning retention or expansion outcomes
4+ years of managerial experience
Experience with community, event, or lifecycle marketing

Working Conditions:

Onsite/Hybrid/Remote depending on location
15-25% Travel Required

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.

‎ConnectWise

Director, Customer Marketing

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