Director, Customer Marketing

Coveo; Montreal (administrative region); On-site; CAD 150,000 - 210,000; Full time

Job summary

Coveo in Montreal seeks a Director of Customer Marketing to turn customer value into deeper engagement, adoption, expansion, and advocacy across the lifecycle. You will define and own the customer marketing strategy, segments, and outreach programs, connecting adoption to renewal and growth.

You will build expansion and adoption programs, identify moments to trigger outreach, and create experiences that increase product awareness, maturity, and use cases.

Qualifications

• Experience leading B2B customer lifecycle or retention marketing with ownership of adoption, renewal, expansion, and advocacy.
• Track record building customer programs from the ground up, including voice of the customer initiatives.
• Experience developing adoption and customer health programs alongside renewal and expansion strategies.

Responsibilities

• Own Coveo’s customer marketing strategy across the lifecycle, defining segmentation, communication frameworks, engagement programs, expansion plays, and touchpoints from adoption through renewal and growth.
• Build expansion and adoption marketing strategy, identifying moments and signals that trigger outreach and programs that increase product awareness and use cases.
• Reimagine engagement beyond events with executive programs, advisory boards, roundtables, user groups, webinars, newsletters, and other experiences.
• Strengthen advocacy and voice of the customer; turn interviews and feedback into insights for product, messaging, and GTM priorities.
• Own customer communications and content strategy, including adoption guides, maturity programs, executive briefings, product release communications, and newsletters.
• Orchestrate customer marketing across Coveo, aligning Product Marketing, Campaigns, Field Marketing, and customer-facing teams.

Skills

Customer marketing leadership

B2B marketing

Cross-functional influence

Voice of the customer

Adoption programs

Customer health programs

Job description

Turn customer success into Coveo’s next growth engine

What if some of Coveo’s strongest growth opportunities are already within our customer base? Our customers are proving the value of AI-powered search and discovery at enterprise scale, and this role will define how we turn that value into deeper engagement, adoption, expansion, and advocacy.

This is a customer marketing function you’ll help shape, not one you’ll simply inherit. Working closely with our Chief Customer Officer and leaders across Account Management, Customer Success, Professional Services, Field Technical Engagement, and Marketing, you’ll set the strategy connecting the entire customer journey.

As our Director, Customer Marketing, you will:

• Own Coveo’s customer marketing strategy across the lifecycle, defining segmentation, communication frameworks, engagement programs, expansion plays, and the touchpoints that strengthen customer relationships from adoption through renewal and growth.
• Build our expansion and adoption marketing strategy, identifying the customer moments and signals that should trigger outreach and creating programs that increase product awareness, maturity, education, and use case expansion.
• Reimagine customer engagement beyond events through executive programs, advisory boards, roundtables, user groups, webinars, newsletters, and other experiences that create meaningful connections with our customers.
• Build a stronger advocacy and voice of the customer program, turning interviews, references, reviews, customer stories, and feedback into insights that influence our product, messaging, and go-to-market priorities.
• Own the customer communications and content strategy, including adoption guides, maturity programs, executive briefing materials, product release communications, and customer newsletters.
• Orchestrate customer marketing across Coveo, bringing Product Marketing, Campaigns, Field Marketing, and customer-facing teams into one cohesive plan while leading the team responsible for bringing that strategy to life.

Here is what will qualify you for the role:

• Experience leading business-to-business customer, lifecycle, or retention marketing within an enterprise software or software-as-a-service organization, with meaningful ownership of adoption, renewal, expansion, and advocacy.
• A track record of building customer programs from the ground up, including voice of the customer initiatives that turn interviews and feedback into actionable insights.
• Strong experience developing adoption and customer health programs alongside renewal and expansion strategies.
• The ability to influence across functions and seniority levels, translating customer insights into clear priorities and mobilizing Marketing and customer-facing teams around them.

What will make you stand out:

• You’ve built a customer marketing function or strategy from an early stage and know how to create structure where little exists.
• You’ve transformed fragmented customer signals, such as satisfaction, advocacy, product adoption, and renewal indicators, into insights leaders can act on.
• You know how to coach account teams and executives to make the most of meaningful customer moments and executive-level engagement.
• You’re comfortable testing, learning, and iterating quickly rather than waiting for a perfect program before putting it into market.

Join the Coveolife!

We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.

This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.

Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact [e-mail] to discuss your needs.