With under 400 employees, Keap is a medium-sized business based in Chandler, Arizona, and serves to liberate and empower entrepreneurs, to strengthen families, communities, and economies. When you ask most Keapers, whether past or present their favorite part of working at Keap, the response will have something to do with our people, affectionately known as Keapers.

What makes Keap special? At Keap, we ask that you build connections with your team and/or cross-functional teams. You will create meaningful work that makes a difference in how you develop your career and how you contribute in leading our Sales and Marketing Automation platform that's built on 20 years of experience working with small businesses; to grow their sales and save time in the process.  All in an environment with others who are passionate about driving success through collaboration, energy and fun."

The Director, Customer Lifecycle is responsible for managing the buyer and customer communications journey from Free Trial through ongoing Keap usage. This role will manage individuals who educate our customers, developing deep empathy and understanding of our customers’ needs, interests, and pain points. 

The Director will oversee all outgoing communication in email, in-app notifications and other channels with the goal of delivering a customer-centric and seamless experience that enables product usage and customer retention. In addition, this role will manage a team of other marketers focused on customer education to drive Keap usage. 

This role requires excellent people management, project management and ability to collaborate across functions. The Director will be a critical leader on the Marketing team, and will work closely with other leaders in Customer Success, Product, and Sales. 

The Work

• Further Keap’s company goal to reach usage and retention goals through an engaging customer experience. Performance measures for this role will be tied to Keap’s usage and retention goals. 
• Develop a multi-channel customer lifecycle strategy to drive product usage, sentiment, retention, cross-sell and advocacy, e.g. automated onboarding programs for new customers, and behavior-based training programs for customers with low product usage or at-risk behavior profiles.
• Create and manage our customer segmentation strategy, including primary segment definition, data capture/integrity, list selection tools.
• Own customer communication needs across the business, including formal (nurture) subscriptions, growing subscribers, and managing customer communication needs for all internal stakeholders (product updates, surveys promotions, updates, etc).
• Create personalized customer journeys by utilizing data and primary customer research to identify needs and goals of discrete customer segments.
• Utilize analytics to maximize results and learning from programs. Define success metrics & develop dashboards, and test.
• Bring a deep understanding of customers’ minds and hearts to life through compelling customer education and engagement programs across various digital channels.
• Identify requirements for new unified communication strategy, maximizing impact from various channels (in-app, email, SMS, etc.) and collaborate with Product and Customer Success to develop and roll out.
• Create and own customer advocacy by identifying and targeting happy customers for opportunities such as testimonials, reviews and referrals.

Expertise

• 8+ years of customer or retention marketing experience including proven track record of success in improving retention, usage and upsell. 
• 3-5 years minimum team leadership experience. 
• Experience with SaaS with a focus on the small business market strongly preferred.

• Deep understanding and empathy for customers and expertise in primary customer research techniques.
• Strong lifecycle marketing experience and skills necessary to drive customer communications strategy for multiple customer segments across all available channels.
• Proven track record of developing and implementing communications tests and experiments.
• Ability to both lead strategy and execute on day-to-day initiatives is important. Individual should be willing to “go the extra mile” for customers and other Keapers. 
• Have strong communication (written/verbal), presentation and facilitation skills.
• Strong interpersonal communication skills and past history of successful cross-functional collaboration. 
• Highly self-motivated, self-starter able to work independently.
• Ideal: Experience using Marketo and Intercom.  

At Keap we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

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