Head of Digital and Content Marketing

Kustomer is an industry-leading conversational CRM platform that enhances customer experiences through intelligent tools. As the Head of Digital and Content Marketing, you will define and lead the digital strategy and oversee a high-performance team to enhance brand storytelling across various channels, driving measurable business impact.

Responsibilities:

• Develop and own the digital + content + social media strategy, aligned to overall brand, marketing, and business goals (short- and long-term)
• Set objectives, KPIs, targets (e.g. reach, engagement, conversions, funnel metrics) and track performance
• Manage and optimize the inbound funnel and paid digital programs
• Drive innovation: stay ahead of trends, new platforms, tools, formats, content models — proactively test and pilot new digital/content/social approaches
• Foster a culture of experimentation, data-led decision making, optimization, and continuous learning and use of AI
• Mentor and lead a team: hire, develop, retain top-tier talent across content, social, creative, operations, and paid/social media functions
• Budgeting, resource allocation, and vendor/agency management for digital, content, and social initiatives
• Serve as a visible leader and evangelist for digital storytelling across the organization — guiding cross-functional collaboration and alignment
• As a key growth driver, you will oversee the strategy and execution of inbound and paid media programs designed to attract, convert, and retain customers. This includes leading search (SEO/SEM/AEO), paid social, display, retargeting, and sponsored content initiatives, as well as optimizing web and landing experiences for conversion
• You will partner closely with demand generation and analytics teams to ensure campaigns are data-driven, performance-optimized, and integrated with content and social storytelling
• Oversee the content strategy, including editorial calendar, themes, pillars, messaging frameworks, and formats (long-form, short-form, newsletters, video, audio, interactive, etc.)
• Ensure high-quality, on-brand content across web, blog, microsites, video, social, and other digital touchpoints
• Define content governance, workflows, and operations (e.g. ideation process, content planning, approvals, SEO optimization, distribution, repurposing)
• Collaborate with creative / design partners to deliver visual, motion, and experience pieces that align with content and brand needs
• Ensure content is optimized for SEO, user experience, accessibility, and discoverability
• Lead overall social media strategy: organic, paid, community, influencer partnerships, and emerging formats
• Build audiences and communities; improve engagement, sentiment, share-of-voice
• Collaborate with internal program owners to amplify our influencer and TLC community
• Position and amplify Kustomer leadership voices in thought/leadership opportunities
• Monitor social listening, sentiment, brand mentions, crisis response, and community governance
• Oversee paid social media campaigns, in collaboration with performance/demand teams, to amplify reach and drive conversions
• Coordinate with customer success / community / support functions on social customer engagement and advocacy
• Define and monitor key metrics across content and social (e.g. reach, impressions, engagement, CTR, conversions, ROI)
• Use qualitative and quantitative insights to optimize content/social performance
• Report on results, learnings, and recommendations to senior leadership
• Establish dashboards, attribution models, and measurement frameworks to tie content & social activity to business goals (e.g. pipeline, retention, advocacy)
• Act as a strategic partner to marketing, brand, product, demand, PR/communications, creative/design, growth, and analytics teams to sync on messaging, timing, and channel integration
• Ensure brand consistency and voice across content, social, and digital channels
• Support launches, campaigns, events, product updates, and go-to-market execution via content & social narrative planning and amplification

Requirements:

• Bachelor's degree in Marketing, Business, or related field; MBA or advanced degree preferred
• 12+ years in demand generation or digital marketing, with a proven track record in SaaS or technology environments
• 5+ years of management experience
• Proven demand marketing executive with 10+ years building and executing multi-channel go-to-market strategies
• Expertise in scaling B2B SaaS demand engines through multiple revenue stages in mature markets
• Extensive experience engaging global enterprise, mid-market, and SMB customers across complex buying organizations; CRM/Customer Support industry experience is a plus
• Strategic and data-driven thinker skilled at setting objectives, designing scalable solutions, and continuously optimizing demand funnels across regions, segments, and business lines
• Strong cross-functional leader with a results-driven mindset, clear communication style, and a bias for action
• Deep understanding of digital channels, including SEO, SEM, social media advertising, and email marketing
• Proficient with CRM and marketing automation platforms (e.g., HubSpot, Marketo, Salesforce)
• Hands-on experience with ABM strategies and tools (e.g., Demandbase, 6Sense)
• Exceptional communicator and collaborative leader with a talent for fostering high-performance teams