VP of Customer Growth

Role Overview

• Develop and execute comprehensive customer growth strategy that drives retention, expansion, and advocacy across the customer lifecycle
• Build and lead high-performing teams across lifecycle marketing, customer marketing, community, advocacy, and customer insights functions
• Serve as the voice of the customer to executive leadership with data-driven insights from NPS, win/loss, and customer feedback
• Design and manage executive-level customer advisory board programs to gather strategic product and market insights
• Facilitate quarterly advisory board meetings and translate feedback into actionable business recommendations
• Oversee end-to-end lifecycle marketing strategy from onboarding through renewal and expansion
• Design segmented nurture programs that drive product adoption, feature utilization, and customer maturity
• Integrate NPS insights and win/loss learnings into lifecycle campaign optimization
• Own strategy and execution for Mendix's customer community platform
• Drive community engagement, user-generated content, and peer-to-peer support
• Develop customer speaker bureau for events, webinars, and industry conferences
• Partner with Product on beta programs and customer co-innovation initiatives
• Position Mendix and its customers as industry thought leaders through speaking opportunities, content creation, and media engagement
• Develop executive customer content programs (blogs, videos, podcasts, whitepapers)
• Create customer-led thought leadership tracks for Mendix events and conferences
• Oversee social media strategy focused on customer stories, community engagement, and advocacy amplification
• Develop employee and customer advocacy programs on LinkedIn and other platforms
• Monitor social listening for customer sentiment and engagement opportunities
• Own enterprise-wide NPS program including survey design, distribution cadence, and closed-loop feedback processes
• Analyze NPS trends by segment, product, region, and customer journey stage
• Partner with Customer Success and Product teams to drive action plans based on NPS feedback
• Design and execute comprehensive win/loss interview program for new business, expansion, and churn
• Analyze win/loss data to identify trends in competitive positioning, pricing, product gaps, and sales effectiveness
• Create quarterly win/loss reports with strategic recommendations and sales enablement based on learnings

Requirements

• 12+ years of progressive marketing experience with 5+ years in leadership roles
• Proven track record building and scaling customer marketing or lifecycle marketing functions in B2B SaaS environments
• Experience managing customer advisory boards, NPS programs, and win/loss analysis initiatives
• Demonstrated success building customer advocacy and community programs that drive measurable business impact
• Strategic vision with ability to develop long-term customer growth strategies aligned with business objectives
• Strong analytical skills and data-driven decision-making capabilities
• Exceptional cross-functional leadership and ability to influence across Sales, Product, Customer Success, and Marketing
• Outstanding communication skills with executive presence and customer empathy
• Expertise with marketing automation platforms (Marketo, Eloqua, HubSpot)
• Experience with community platforms, CRM systems (Salesforce), and customer data platforms
• Knowledge of NPS platforms (Qualtrics, Medallia, Delighted) and win/loss analysis tools
• Familiarity with advocacy platforms (Influitive, Gainsight Advocate) and analytics tools
• Bachelor's degree in Marketing, Business, Communications, or related field preferred
• MBA or advanced degree preferred