Director Customer Retention Jobs (NOW HIRING)

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Sr. Director, Customer Marketing to join our team. This is a hybrid opportunity based in our Waltham, MA office.

Job Summary

Imprivata is seeking a strategic, customer-focused, and results-driven Sr. Director, Customer Marketing to lead and scale our global customer marketing function. Reporting to the Chief Marketing Officer, this leader will develop and execute programs that strengthen customer retention, deepen engagement, build advocacy, and drive expansion opportunities.

They will lead a team responsible for customer advocacy, executive customer programs, customer storytelling, peer communities, references, and expansion marketing initiatives. Success will be measured by the organization's ability to influence customer engagement, gross and net revenue retention, and expansion pipeline.

The ideal candidate is an experienced people leader with a background in enterprise SaaS, cybersecurity, identity, or another complex B2B technology environment, who is comfortable engaging executive customers and leveraging AI-enabled technologies to scale marketing programs.

Duties and Responsibilities

• Lead Imprivata's customer marketing strategy by defining the vision, operating model, and customer segmentation strategy that connects customer marketing programs to customer engagement, advocacy, gross revenue retention (GRR), net revenue retention (NRR), and expansion growth. 
• Lead, coach, and develop a high-performing customer marketing team, fostering a culture of accountability, strategic thinking, collaboration, innovation, and continuous improvement. 
• Build and scale customer advocacy and storytelling programs that identify, activate, and recognize customer champions while developing compelling customer evidence—including testimonials, case studies, videos, peer references, reviews, and industry-specific success stories—that support customer engagement, retention, and growth. 
• Own Imprivata's customer review and reputation strategy, driving customer participation across third-party platforms such as G2, Gartner Peer Insights, and other relevant peer review channels to strengthen market credibility and buyer confidence. 
• Partner with Sales and Customer Success to align customer marketing programs with customer health, retention, renewal, and expansion strategies, leveraging advocacy, executive engagement, customer proof, and references to deepen relationships and accelerate growth opportunities. 
• Collaborate with Product Marketing and Product Management to translate customer outcomes, product adoption, use cases, and market insights into compelling customer-facing and market-facing narratives that reinforce Imprivata's value proposition. 
• Build executive customer engagement programs that strengthen relationships with strategic accounts and foster peer-to-peer connections among CISOs, CIOs, CMIOs, clinical leaders, and other executive stakeholders. 
• Establish a measurement framework that connects customer marketing initiatives to business outcomes—including GRR, NRR, expansion pipeline, customer engagement, advocacy participation, reviews, and content utilization—and continuously optimize program performance through analytics, experimentation, and customer insights. 
• Other duties as assigned and required. 

Required Qualifications

• Bachelor's degree in Marketing, Business, or a related field; MBA or other advanced degree preferred. 
• 12+ years of experience in B2B marketing, including customer marketing, advocacy, lifecycle marketing, product marketing, or customer engagement, with significant experience in enterprise technology. 
• 7+ years of experience managing and developing a team. 
• Proven success leading and scaling customer marketing, advocacy, reference, review, or customer engagement programs that drive measurable business outcomes, including customer retention, advocacy, expansion, and revenue growth. 
• Demonstrated experience leading, coaching, and developing high-performing teams, with the ability to influence and build alignment across cross-functional and matrixed organizations. 
• Strong understanding of customer lifecycle strategies, including customer success, renewals, expansion, and the role customer marketing plays in influencing gross revenue retention (GRR), net revenue retention (NRR), and customer growth. 
• Exceptional communication, presentation, and storytelling skills, with experience engaging executive audiences and translating complex technical concepts into compelling customer value. 
• Strong analytical and operational skills, including experience defining success metrics, interpreting performance data, building dashboards, and using customer and marketing technologies to optimize programs and demonstrate business impact. 
• Proven ability to collaborate effectively with Sales, Customer Success, Product Management, Product Marketing, Corporate Communications, and executive leadership to deliver customer-centric marketing strategies. 
• Experience in cybersecurity, identity and access management (IAM), healthcare technology, enterprise SaaS, or another complex, highly regulated B2B technology industry preferred. 
• Experience partnering with executive customer audiences, including CISOs, CIOs, security leaders, clinical leaders, and other senior enterprise decision-maker preferred. 
• Hands-on experience with customer and marketing technology platforms such as Salesforce, Adobe Marketo, Gainsight, or comparable solutions, including AI-enabled tools that improve customer insights, marketing productivity, personalization, and workflow efficiency preferred. 
• Demonstrated success building new customer marketing programs, operating models, or teams within high-growth or transformational organizations preferred. 

This position offers a total compensation range of $287,500.00 to $312,500.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate’s location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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