Associate Director, Customer Marketing & Education

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Muck Rack’s AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently. Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and infuse these values into everything we do.  We’re looking for a strategic and collaborative Associate Director of Customer Marketing & Education to lead how customers adopt, expand and advocate for Muck Rack after the sale. This is a high-impact role with the opportunity to shape how we drive product adoption, customer growth and advocacy across the entire customer lifecycle. Your mission will be to ensure customers not only understand Muck Rack, but consistently realize its value and grow with us over time. You’ll report to the Senior Director of Product Marketing and be part of the broader Product and Customer Marketing team, partnering closely with Customer Success, Product and Enablement to align what we bring to market with how customers actually experience and use the product. What you’ll do: Own the post-sale lifecycle strategy across onboarding, adoption, retention, expansion and advocacy, establishing clear stages, core workflows and measurable outcomes tied to product usage, retention and net revenue retention Shape and drive expansion strategy by identifying growth opportunities and guiding programs that increase product usage, upsell and cross-sell across accounts Own the product adoption strategy by defining key usage behaviors, operationalizing adoption metrics and leading product education to drive depth and frequency of usage Partner with Product and Product Marketing to ensure lifecycle and adoption strategies reflect real customer workflows and differentiated value Set the vision for scalable learning programs, including webinars, courses and resource hubs that enable customers to achieve meaningful outcomes Own the end-to-end advocacy strategy, building a clear path from adoption to advocacy to referral-driven growth, and guiding programs for reviews, case studies and customer references Establish and lead a voice of the customer program, including structured feedback systems and Customer Advisory Boards, to inform Product, Marketing and leadership decisions Lead and inspire a high-performing team by setting clear priorities, fostering cross-functional collaboration, and developing team members through coaching, feedback, and professional growth opportunities How success will be measured in this role: Growth in net revenue retention through expansion and upsell Faster time to value and increased adoption of core workflows across the customer base Higher product usage depth and frequency, leading to improved retention and customer satisfaction A scalable advocacy engine that drives reviews, references and referral-driven growth Clear, actionable customer insights that influence product, messaging and go-to-market strategy If the details below describe you, you could be a great fit for this role: 8+ years of experience in customer marketing, lifecycle marketing, growth or related roles in a B2B SaaS or technology company Proven success owning or influencing post-sale metrics such as adoption, retention, expansion or net revenue retention Strong understanding of customer lifecycle strategy, segmentation and behavior-driven marketing Experience building or scaling customer education, onboarding or product adoption programs Demonstrated ability to manage and develop a high-performing team A strong balance of strategic thinking and execution, with the ability to build systems and drive results Experience partnering cross-functionally with Product, Sales, Customer Success and Enablement Experience working with modern marketing and customer engagement tools such as Intercom, marketing automation platforms, CRM systems (e.g. Salesforce) and analytics tools Strong communicator who can connect product usage to customer value and business outcomes Analytical and data-driven, with a focus on measuring impact and continuously improving programs Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery Interview Overview Here’s what you can expect from our process. We’ll keep you informed at every step and let you know if anything changes along the way. Intro call with a member of our Talent Team A video interview with the Hiring Manager Peer interviews with future teammates Final call(s) with executive team member(s)  Travel & Team Engagement Expectations This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expected. Salary For roles based in North America, we offer a competitive salary range aligned with local market value. The base salary for this role in Canada is between 135,000 - 160,000 CAD The base salary for this role in the United States is between $98,000 - $115,000 Total compensation for this role consists of base salary and a quarterly bonus plan. For all other countries, we have competitive pay bands based on market standards. In