About this role.
Keyfactor is seeking a Director of Customer Marketing to lead installed-base marketing focused on adoption, retention, expansion, and customer advocacy. The role owns customer-marketing strategy, program planning, measurement, and leadership of the customer marketing and community team. It partners closely with Customer Success, Sales, Product, Revenue Marketing, Field Marketing, and executive stakeholders to drive measurable revenue impact. Core programs include renewal and cross-sell campaigns, customer advocacy and referrals, community, advisory boards, executive engagement, and customer events. The ideal candidate brings substantial B2B enterprise marketing leadership and experience in cybersecurity or enterprise infrastructure software.
Role DNA
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Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would begin by segmenting the installed base by lifecycle stage, product adoption, renewal timing, account potential, and advocacy readiness. I would then define coordinated plays for each segment, establish shared goals with Customer Success and Sales, and measure leading engagement indicators alongside renewal, expansion, and advocacy outcomes.
I have used CRM and marketing automation data to connect campaign participation and product-adoption signals to renewal opportunities, pipeline creation, expansion bookings, and reference activity. I align attribution definitions with Revenue Operations and report both influenced revenue and operational metrics such as engagement, adoption, and conversion rates.
I would create a structured advocacy framework that identifies eligible advocates through customer health, outcomes, sentiment, and engagement. The program would offer clear participation options such as references, case studies, reviews, speaking engagements, and referrals, while ensuring customers receive recognition, value, and an easy experience.
I would establish repeatable mechanisms for collecting, categorizing, and prioritizing customer feedback from community discussions, advisory-board sessions, events, and direct engagement. I would synthesize those insights into evidence-based themes for Product and go-to-market leaders, close the loop with customers, and track whether actions taken improve member engagement and outcomes.
I set a shared business objective, clarify roles and decision rights, and create an operating cadence with transparent metrics and milestones. I tailor communication for each stakeholder group, use customer and revenue data to resolve trade-offs, and maintain accountability through documented plans and regular progress reviews.
About Keyfactor
Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world’s largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you’re looking for work that matters and a team that brings out your best, we hope you’ll trust your future with Keyfactor!
Title: Director, Customer Marketing
Location: United States; Remote or Canada
Experience: Director
Job Function: Marketing
Employment Type: Full-time
Industry: Computer & Network Security
About the position
The fastest revenue Keyfactor will ever win comes from the customers we have already won. As enterprises consolidate their machine identity and cryptography investments onto fewer platforms, the companies that grow are the ones whose customers realize value, renew, expand, and advocate. Keyfactor is investing in exactly that and we are looking for a Director of Customer Marketing to lead it.
Reporting to the Vice President of Product & Customer Marketing, this role owns how Keyfactor engages and grows its customer base across four outcomes: customers realize value, stay, grow, and advocate. You will lead the customer marketing and community team, own the strategy and operating model for marketing to the installed base, and build the programs behind it into one connected system with measurable revenue impact.
This is a highly cross-functional role with strong influence across Customer Success, Sales, Product, and the broader marketing organization. Customer marketing is also one of Keyfactor’s richest channels for customer insight: programs like the community and customer events surface what customers need next, and this role turns that signal into structured input for product roadmap and go-to-market strategy.
Applicants must be legally authorized to work in the United States or Canada.
Responsibilities
• Define and lead Keyfactor’s customer marketing strategy across adoption, retention, expansion, and advocacy, building a connected program calendar the business can plan against.
• Drive awareness and adoption across the installed base, helping customers discover and use the capabilities they own and the solutions they have not yet adopted, in partnership with Customer Success and Product Marketing.
• Build renewal and expansion programs in partnership with Revenue Marketing, Sales, and Customer Success, engaging accounts ahead of renewal windows and running cross-sell campaigns keyed to product whitespace and adoption signals.
• Own the customer advocacy and referral engine, including references, case studies, customer speakers, reviews, and referral programs that supply Sales, Revenue Marketing, and Analyst Relations with proof and introductions.
• Lead and develop the community manager, who owns the Keyfactor Community, setting direction and investment and connecting community engagement to retention and expansion outcomes.
• Own the strategy and evolution of the customer advisory board and executive engagement programs, guiding recruiting, agendas, and follow-through, and holding the programs to measurable member outcomes.
• Set the strategy for the customer experience at Keyfactor Connect and Keyfactor Tech Days in partnership with Field Marketing, Events and Brand, sharpening how these flagship moments drive engagement, advocacy, and pipeline.
• Channel customer insight to Product, using programs such as the community, the advisory board, and customer events to surface what customers need next and bringing structured input into roadmap and go-to-market conversations.
• Establish measurement for the function, including adoption influence, retention and expansion influence, advocacy output, and community engagement, reported in the company operating rhythm.
• Lead, develop, and grow the customer marketing and community team.
Skills and Qualification
• 8+ years in B2B enterprise marketing, with significant leadership of customer marketing, lifecycle, advocacy, or community programs.
• Proven success building retention and expansion programs in a sales-led enterprise motion, with clear measurement of revenue impact.
• Experience standing up or running customer advisory boards, executive engagement programs, or flagship customer events.
• Track record building advocacy, reference, and referral programs that supply sales, marketing, and analyst relations.
• Strong command of CRM and marketing automation data, with the ability to segment an installed base, run campaigns against it, and measure what happened.
• Experience leading and developing marketing teams, and partnering closely with Customer Success, Sales, Product, and Marketing.
• Strong written, verbal, and presentation skills, with the ability to communicate effectively across customer, field, and executive audiences.
• Experience in cybersecurity or enterprise infrastructure software is a significant advantage.
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
- Competitive time off globally.
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility.
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect.
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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