Owns samdesk’s customer marketing strategy, engagement programs, lifecycle communications, advocacy and referral initiatives. Builds customer communities, newsletters, webinars, events, advisory boards and training programs to drive adoption, renewals, expansion revenue and net dollar retention. Partners with Product, Sales and Customer Success to translate customer insights into campaigns, testimonials, references and product feedback. Leads Voice of Customer efforts, including NPS and satisfaction measurement, segmentation and customer intelligence programs.

Lead and run first-line technical support for a SaaS product, build a scalable support system (ticket taxonomy, triage, help centre, digital touch), review alert quality, and translate support signals into monthly product priorities and improvements.