Director, Customer & Community Marketing

About Knox

Knox runs the largest Federal & DoW managed cloud, building and operating secure cloud and AI environments that support the U.S. government’s most critical missions - from national security and public safety to essential public services. Our customers rely on Knox to deploy production systems that meet the highest standards for security, reliability, and compliance.

Work at Knox is high-impact and purpose-driven. The problems we solve are high-stakes, the expectations are high, and the results are visible. Speed, rigor, and trust matter here - because the environments we secure cannot fail. Your contributions are visible, your expertise is relied upon, and the impact of your work is immediate and measurable. We operate at federal scale, securing some of the most sensitive government environments in the country - because the systems we build must perform without fail.

The Role

The Director of Customer and Community Marketing leads the day-to-day execution of Knox’s customer marketing and engagement programs, helping customers share their successes, connect with relevant audiences, and get more value from their relationship with Knox.

Reporting to the VP Customer Marketing & Engagement, you will translate marketing priorities into practical plans, campaigns, and customer experiences. This is a hands-on role responsible for creating content, managing timelines and approvals, coordinating stakeholders, and delivering programs from intake through launch and follow-up.

A core responsibility is managing Knox’s customer go-to-market launch program, turning customer FedRAMP milestones into joint announcements, customer stories, events, webinars, and opportunities to connect with government buyers. You will manage the work while keeping customer participation simple and efficient.

You will partner with Sales, Marketing, Customer Success, Product, and leadership to deliver consistent customer communications and programs that support retention, expansion, and advocacy.

Responsibilities

Customer Launches, Campaigns and Advocacy

● Manage customer launch and campaign plans, calendars, deliverables, and approvals aligned with marketing priorities, FedRAMP milestones, and marketplace readiness.

● Coordinate messaging across Marketing, Sales, and Customer Success, and develop reusable assets, including joint press releases, social announcements, customer stories, and video interviews.

● Manage customer participation in KnoXchange, from outreach and preparation through promotion and follow-up; partner with Sales and leadership to facilitate introductions to the Knox Federal Advisory Board, and senior federal leaders.

● Create and maintain reusable customer assets, including press releases, and customer stories; partner with digital marketing to publish, distribute, and optimize content for search visibility and credibility with federal buyers.

● Maintain intake forms, templates, and playbooks that streamline content development and delivery while minimizing customer effort.

Customer Engagement

● Deliver customer communications and key-account engagement programs that strengthen satisfaction, retention, and loyalty.

● Lead Voice of the Customer activities, translating feedback into insights and actions for relevant teams.

● Build relationships with customer marketing teams, program contacts, and advocates.

● Coordinate executive participation, meeting preparation, and follow-up with account owners and executive sponsors.

Retention and Expansion Support

● Surface customer interest, feedback, and engagement signals that may indicate expansion, cross-sell, or upsell opportunities, and share them with Sales and Customer Success

● Partner with Sales and Customer Success to execute account engagement campaigns and provide customer stories, references, and content that support renewals and expansion

● Build and run customer lifecycle communications that support adoption, ongoing engagement, and renewal readiness

Cross Functional Coordination

● Manage project timelines, customer approvals, and handoffs across Marketing, Sales, Customer Success, Support and external agency partners.

● Keep stakeholders informed of progress, resolve delivery issues, and escalate risks or decisions that require leadership input

Measurement and Reporting

● Maintain dashboards and program reports covering launch delivery, campaign engagement, content performance, customer participation, and advocacy activity

● Review results with the VP Marketing & Communications and recommend program improvements. Partner with Sales and Customer Success to understand how programs contribute to retention, renewals, expansion, and satisfaction using shared revenue and customer health metrics

Required Qualifications

● 5-7+ years of demonstrated success in B2B customer marketing, customer engagement, customer success that drive customer engagement, retention, and growth.

● Hands-on experience creating customer content and managing co-marketing programs, including press releases, customer stories, references, events, webinars, and advisory activities

● Strong project management skills, with the ability to manage multiple customer programs, deadlines, approvals, and cross-functional dependencies

● Experience using marketing, sales, and collaboration tools - including HubSpot, FullEnrich, Monday.com, LinkedIn, Sprout Social, Google Analytics, Webflow, Slack, and Teams - to manage customer data, campaigns, workflows, and reporting.

● Ability to analyze and report program performance, communicate results clearly, and apply findings to improve outcomes

● Excellent writing, editing, and customer communication skills, with close attention to detail

● Ability to work independently, prioritize within established goals, and collaborate in a fast-paced, dispersed environment

Hiring Requirement: Due to the nature of our work with federal government clients and compliance with applicable regulations, this position requires U.S. citizenship. Dual citizenship is not permitted for this role. Candidates must be able to provide documentation verifying sole U.S. citizenship status as part of the background check process.

Any offer of employment is contingent upon the successful completion of all required pre-employment screenings, including a background check, in accordance with applicable laws and government contract requirements.

Benefits & Perks

Knox offers a competitive employee benefits package including Medical, Dental, Vision, Life & Disability, unlimited PTO, and an employee funded 401k plan. Please note, benefits are subject to change.

Compensation Range: $140k-$170k, variable annual bonus, and equity

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

Knox is proud to support veteran hiring - we encourage veterans and transitioning service members to apply and welcome the unique skills and experience you bring.