Ian Phippen
About
Detail
Head of Content & Community
Chicago, Illinois, United States
Résumé
Jobs
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Head of Content & CommunityDataGrailNov 2025 - Jul 2026 (9 months)Plan and execute content, community, and customer marketing strategy. Drive AEO and SEO while creating valuable practical resources for community members. Create at a high velocity and scale the content program through strategic AI deployment.- Senior Manager, Customer MarketingDataGrailJan 2024 - Dec 2025 (2 years)Founded the customer marketing function & grew external community by 700%. Achieved #1 satisfaction score on G2 in our category. Designed community awards program attracting enterprise logos and growing over 200% year over year. Led Voice of Customer, customer release comms, annual webinar planning.
- Manager of Customer MarketingRechargeJul 2023 - Jan 2024 (7 months)As the lead of our customer marketing team, I directed a team through launching an LMS, creating a case study program, standardizing customer communications, developing the GTM strategy for customer expansion, and supporting the CS team.
- Senior Customer Marketing Manager, Lifecycle ProgramsRechargeMar 2022 - Oct 2023 (1 year 8 months)I created and managed all user lifecycle enablement resources such as welcome emails, in-app feature onboarding, and training courses. I doubled user onboarding conversion, halved activation timelines, and drove a 42% decrease in support ticket volume for the top 5 most common support ticket topics. I also launched, analyzed, and reported on an automated Voice of the Customer program inclusive of milestone surveys and research opportunities such as NPS, CSAT, and CES.
- Customer Marketing ManagerProviOct 2020 - Mar 2022 (1 year 6 months)As the founder of the customer marketing function, I analyzed customer retention data, identified risk predictors, and tactically informed the alignment of CX resources across customer journey from acquisition, onboarding, retention, through expansion and advocacy. I also sourced hundreds of customer stories using new content and community engagement strategies and led GTM expansion strategy.
- Customer Marketing ManagerAnthology IncJan 2020 - Oct 2020 (10 months)As the creator of our customer marketing function, I created, developed, and organized hundreds of customer proof assets and sales references across a complex 12 product suite.
- Campus Success StrategistAnthology IncJan 2019 - Jan 2020 (1 year 1 month)I managed the promotion and content strategy for customers and specifically the annual user conference, achieving record-breaking (450+) attendance and showcasing 60+ customer stories in sessions. I also scaled the customer success team to support a 35% increase in portfolio size.
- Campus Success Consultant (Customer Success Manager)Anthology IncFeb 2017 - Jan 2019 (2 years)I achieved a 98% renewal rating across a portfolio of 85+ accounts. Responsible for implementation, adoption, and renewal. I presented at conferences, on-sites, and webinars on a near-weekly basis.
- Assistant Director of Leadership & Social JusticeLoyola University New OrleansJun 2016 - Feb 2017 (9 months)
- GSpecial Projects AssistantGregory K Stern PCJun 2011 - Dec 2014 (3 years 7 months)
Education
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- Master of Education (M.Ed, Higher EducationLoyola University ChicagoJan 2014 - Jan 2016 (2 years 1 month)
- Bachelor of Arts, EconomicsDePaul UniversityJan 2010 - Jan 2013 (3 years 1 month)Institutional & Departmental Honors
Projects (professional or personal)
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- CCommittee for the 2015 Student Social Justice Training Institute ("SSJTI")I serve on the five-person committee to bring SSJTI to DePaul University's Campus in the summer of 2015. My role has focused on marketing, including both social media presence and individual outreach, for which I also recruited two additional sub-comittee members.
Awards
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- NSodexo Scholarship RecipientNASPA Undergraduate Fellows Program NUFPMy case study submission earned me a scholarship offered to only three individuals within my fellowship (there was no hierarchy or ranking between the three).
- NNASPA Region I PresenterNASPA Region ICo-Presented on Formative Assessment with Erin Twomey.
- Qmunity PresenterLoyola University ChicagoCo-presented and facilitated a workshop on queer identity, fluidity, and passing politics.
- Best New-to-Cyber TalentCybersecurity Marketing SocietyAwarded to a marketer with less than two years experience in cybersecurity, this award recognized my contributions at DataGrail, especially in designing and growing our Data Privacy Heroes award program.
- LLACUSPA PresenterLouisiana Association of College and University Student Personnel AdministratorsCo-presented on Diversity Education strategy with Honey Bashir.