Director of Marketing and Customer Success

Job Summary:

About Us

Metafile Information Systems, Inc. has been helping finance and HR teams eliminate document chaos through smart automation since 1979. We serve mid-market and enterprise organizations across AP, AR, and HR, simplifying everyday work with deep domain expertise and modern technology. As a wholly owned subsidiary of Volaris, Metafile blends the stability of a global software company with the agility of a modern SaaS business. We are fully remote and actively modernizing our platform and go-to-market approach to scale in a competitive market. Backed by Constellation, we move quickly, test ideas, and build for long-term impact, turning customer insight, creativity, and data into disciplined, measurable growth. Role Overview The Director of Marketing and Customer Success leads two tightly connected functions that drive revenue growth and customer outcomes. This role owns marketing-led demand generation and revenue-generating customer success execution within Metafile’s existing customer base. The role is accountable for building and running marketing programs that generate high-quality marketing qualified leads that convert into pipeline and revenue impact, supporting both new logo opportunities and back-to-base expansion. Marketing efforts engage prospective customers, sharpen Metafile’s message, and generate qualified leads in partnership with Sales. In addition, this role leads customer success with responsibility for retention, product adoption, and expansion outcomes, ensuring customer programs directly support back-to-base revenue growth. This is a strategic and hands-on role. You will set direction, create structure, and remain close to execution across campaigns, messaging, customer programs, and performance analysis. Success is measured by MQL quality, pipeline contribution, retention, expansion revenue, customer health, and marketing return on investment. Job Description: Director of Marketing and Customer Success Reports to: General Manager Location: Remote Type: Full Time

Key Responsibilities

• Own marketing strategy and execution with accountability for MQL volume, quality, conversion to pipeline, and return on marketing investment
• Build and operate repeatable multi-channel demand generation programs that support marketing-led new logo pipeline creation and back-to-base expansion, prioritizing measurable revenue impact
• Define ICP, segmentation, and targeting in partnership with Sales and through leadership of Customer Success to ensure marketing efforts map directly to revenue outcomes
• Establish and manage lead definitions, scoring, routing, attribution, and closed-loop reporting to continuously improve conversion performance and ROI
• Develop positioning, messaging, and high-impact marketing and sales enablement assets with clear success metrics tied to revenue outcomes
• Own marketing operations, including CRM, marketing automation, data integrity, reporting, and ROI driven decision making
• Lead customer communication programs, including product updates, education, adoption, and expansion-oriented outreach with measurable engagement and revenue goals
• Own customer success outcomes, including retention, adoption, customer health, and expansion identification and execution
• Identify, qualify, and close back-to-base expansion opportunities within the existing customer base
• Manage agencies, vendors, and event programs, including webinars, trade shows, and virtual events, with clear ROI accountability
• Report on funnel performance, marketing-sourced and influenced pipeline, customer health, expansion pipeline, and closed revenue, then take corrective action

Qualifications

• 5 or more years of experience in marketing, customer success, account management, or revenue adjacent roles
• Experience in SaaS required, with experience in workflow automation, document management, or ERP adjacent markets preferred

Demonstrated ability to generate MQLs that convert into pipeline and measurable revenue impact

• Proven experience owning retention, adoption, and back-to-base expansion outcomes
• Strong strategic thinking paired with hands-on execution and operational rigor
• Comfortable owning funnel metrics, customer health metrics, and performance reporting within a CRM and marketing automation stack, Microsoft Dynamics preferred

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