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.

This role is the face of Knox to our customers, their executives, and the federal community. We are seeking a polished, articulate, and mature professional whose communication is refined in every setting, from an executive briefing to an on-site video interview. Eloquence, poise, discretion, and an impeccable standard of professionalism are not nice-to-haves here; they define how customers experience 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 producing customer stories and videos, managing timelines and approvals, coordinating stakeholders, and delivering programs from intake through launch and follow-up. The role involves frequent customer presentations, ongoing communication, and substantial project management and administrative work.

A core responsibility is managing Knox’s complimentary 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, and you will help sell the program by presenting it on prospect sales calls.

Relationships don’t end at the sale. After Sales hands off a customer, you will work alongside Customer Success to help that customer build pipeline, gain visibility, and sustain momentum. You will also partner with Sales, Marketing, 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.

• Own the review and management of joint press releases and social announcements. Content is written by Knox’s dedicated Federal and FedRAMP communications writer to maximize media coverage and momentum; this role does not write press releases or social posts.

• Conduct and produce customer stories for the Knox website and customer video interviews, including traveling to customer sites for in-person filming. Understand each customer and their mission, and tell their story in a way that highlights both the customer and Knox.

• Coordinate messaging across Marketing, Sales, and Customer Success to keep customer communications consistent.

• 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.

• Partner with digital marketing to publish, distribute, and optimize customer stories and videos for search visibility and credibility with federal buyers.

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

Go-to-Market Program Sales Support

• Join prospect sales calls to present Knox’s complimentary go-to-market program, clearly communicating its value and what makes the offering distinctive.

• Help Sales close deals by demonstrating how the program helps customers build pipeline and visibility after achieving FedRAMP.

Customer Engagement

• Deliver frequent, polished customer presentations and gracious, consistent communication that keep customers informed, engaged, and getting value from the program.

• Build and sustain relationships with customers after Sales handoff, working with Customer Success to help each customer build pipeline, gain visibility, and sustain momentum.

• 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.

Project Management and Cross Functional Coordination

• Manage all customer engagement in Monday.com, including press releases, social posts, Knox-hosted events, events customers attend, and out-of-home advertising across the DMV area.

• Handle the substantial administrative work the program requires, keeping records, approvals, and deliverables organized and on schedule.

• 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, or customer success roles that drive customer engagement, retention, and growth.

• Exceptional, refined communication skills, written and verbal. You are eloquent, articulate, and composed, and you represent the company with sophistication and grace in front of customers, executives, and senior federal leaders.

• Executive presence