Customer Lifecycle Marketing Manager

Cloudforce • National Harbor, MD

6d • Hybrid

About The Position

Cloudforce is rapidly expanding in higher education, recognizing customer relationships as vital assets for retention, product development, and market validation. We are seeking a Customer Lifecycle Marketing Manager to establish and lead our post-sale marketing efforts. This is a foundational role focused on creating programs, communications, customer stories, and advocacy initiatives to enhance customer value from nebulaONE® and transform satisfied customers into references, case studies, advocates, and expansion opportunities. The role involves close collaboration with Customer Success, Product, Product Marketing, Sales, and Marketing Operations to build a comprehensive customer lifecycle strategy encompassing onboarding, adoption, retention, expansion, and advocacy. We are looking for an individual enthusiastic about building from the ground up, testing strategies, and scaling programs. The ideal candidate possesses a strong blend of customer marketing, lifecycle program management, content development, and cross-functional partnership expertise.

Requirements

• B2B SaaS marketing experience, preferably in a company focused on customer retention, adoption, and expansion with a recurring revenue model.
• Customer marketing, lifecycle marketing, or post-sale marketing experience with a proven ability to create programs supporting customers post-purchase.
• Experience building customer communications and lifecycle journeys, including onboarding sequences, adoption campaigns, customer newsletters, renewal support, and expansion-oriented nurture programs.
• Strong content development skills, capable of translating customer needs, product value, and business outcomes into clear, practical customer-facing content.
• Experience collaborating closely with Customer Success and Sales, including creating materials, programs, and campaigns to enhance customer engagement.
• Proficiency in segmentation, reporting, and campaign performance analysis, using data to identify customer engagement patterns, adoption opportunities, and areas needing further education or communication.
• Hands-on experience with marketing automation or CRM platforms, with a strong preference for HubSpot experience.
• Ability to capture and develop customer stories, proof points, and advocacy content, including customer interviews, case studies, use case examples, testimonials, and peer validation assets.

Nice To Haves

• Experience marketing to or working with higher education institutions.
• Familiarity with AI, Microsoft technologies, enterprise software, or cloud-based solutions.
• Experience supporting customer advocacy, champion, reference, or community programs.
• Experience working with RevOps, Marketing Operations, or Customer Operations to build segmentation, workflows, dashboards, and campaign reporting.
• Experience in a builder-stage environment where processes, programs, and team structures are still being defined.

Responsibilities

• Design, execute, and optimize Cloudforce’s customer marketing motion across the entire post-sale journey.
• Create lifecycle communications to support customers from onboarding through renewal.
• Develop email programs, content, and customer touchpoints within HubSpot.
• Collaborate with Customer Success to ensure customer communications are timely, valuable, and aligned with the CS strategy.
• Help customers maximize their value from nebulaONE® over time.
• Establish a repeatable framework for customer engagement, adoption, advocacy, and expansion.
• Develop marketing programs to foster confident and engaged nebulaONE® users.
• Create onboarding email sequences, welcome communications, and milestone-based touchpoints.
• Coordinate with relevant teams to produce practical customer resources like getting-started guides, feature explainers, use case examples, and admin enablement content.
• Partner with Customer Success and Product to identify common customer questions, adoption challenges, and educational needs.
• Build campaigns to introduce customers to new features, workflows, and use cases.
• Utilize engagement and adoption data to pinpoint customers needing additional support or education.
• Develop customer advocacy programs, focusing on peer validation which is crucial in higher education.
• Partner with Customer Success and Sales to showcase customer value and identify opportunities for deeper engagement.
• Create customer-facing content for renewal conversations, including usage summaries, outcome stories, impact snapshots, executive-facing proof points, and peer examples.
• Collaborate with Customer Success to document customer successes, adoption milestones, and measurable outcomes throughout the customer journey.
• Develop concise pre-renewal communications that reinforce value, highlight progress, and prepare customers for successful renewal discussions.
• Identify accounts ready for expansion based on customer engagement, adoption patterns, new use cases, or positive feedback.
• Create expansion support materials, such as use case one-pagers, department-specific examples, and customer stories to aid Sales and CS in introducing new opportunities.
• Partner with Marketing Operations and RevOps to establish HubSpot segmentation, workflows, and reporting for renewal and expansion efforts.

Benefits

• Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents
• Paid parental leave, including adoption and foster care placement
• PTO that grows with tenure, starting at 15 days and scaling to 20, then 25, with opportunities to earn more
• 9 company holidays + 2 floating holidays
• 401K savings plan
• Education reimbursement
• Friday lunch provided weekly
• Personalized professional growth plan
• 24/7 access to a modern gym with Tonal and Peloton
• Free monthly garage parking with direct private access to the office
• Sun-filled National Harbor offices with Potomac views, near shops and restaurants
• Access to proprietary AI platform for professional and personal productivity
• Complimentary snacks
• Cutting-edge tech
• Workspace designed for comfort and productivity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed