Requirements
- Experience: 7+ years of marketing experience, with a minimum of 3-5 years specifically dedicated to customer marketing, lifecycle marketing, or customer success enablement (preferably in B2B SaaS / your industry)
- Leadership: Proven experience managing programs independently and leading cross-functional initiatives; previous people management experience is a plus
- Advocacy Expertise: A strong portfolio of customer-driven content (case studies, videos) and experience managing review platforms or advocacy software
- Technical Proficiency: Deep knowledge of marketing automation platforms (e.g., HubSpot, Marketo), CRM systems (e.g., Salesforce), and customer success tools (e.g., Gainsight)
- Analytical Skills: Strong ability to interpret data, measure campaign ROI, and make data-driven decisions to optimize the customer lifecycle
- Communication: Exceptional written and verbal communication skills, with a high degree of empathy and the ability to build rapport with C-level executives and end-users alike
What the job involves
- We are looking for a strategic and highly collaborative Senior Manager, Customer Marketing to lead our customer lifecycle, retention, and advocacy initiatives
- In this role, you will be the voice of the customer within the marketing team, designing campaigns and programs that drive engagement, loyalty, cross-sell/upsell revenue, and brand advocacy
- You will partner closely with Customer Success, Sales, and Product teams to ensure our customers are extracting maximum value from our offerings and turning into our biggest champions
- Customer Strategy & Lifecycle Marketing:
- Own the Customer Journey: Map and optimize the post-purchase customer journey, developing targeted marketing programs for onboarding, adoption, renewal, and expansion
- Drive Expansion Revenue: Partner with Sales and Customer Success to create campaigns that generate qualified pipeline for upsell and cross-sell opportunities
- Reduce Churn: Develop proactive retention campaigns and communication strategies to identify and nurture at‑risk accounts
- Advocacy & Community Building:
- Build the Advocacy Program: Identify, nurture, and mobilize top customers to participate in case studies, webinars, testimonials, speaking engagements, and peer‑to‑peer reviews (e.g., G2, Capterra)
- Manage the Customer Advisory Board (CAB): Lead the strategy, recruitment, and execution of our CAB to gather valuable product feedback and foster executive-level relationships
- Foster Community: Launch and manage customer community initiatives (e.g., user groups, exclusive events, forums) to encourage peer-to-peer networking and knowledge sharing
- Cross-Functional Collaboration & Insights:
- Sales & CS Enablement: Create customer‑centric collateral, pitch decks, and toolkits that help our customer-facing teams drive deeper product adoption and secure renewals
- Product Marketing Alignment: Act as a feedback loop between the customer and the Product team, translating user insights into actionable product updates and effective release communications
- Measurement & Reporting:
- Track ROI: Define and monitor key performance indicators (KPIs) for customer marketing, including Net Revenue Retention (NRR), customer health scores, NPS, and advocacy pipeline
- Data-Driven Optimization: Analyze campaign performance and customer data to continuously test and improve engagement strategies