Customer Marketing Lead (US)

Xero-posted 3 months ago
$173,000 - $217,000/Yr
San Mateo, CA
1,001-5,000 employees
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As one of our regional Customer Marketing Leads, you'll serve in a dual capacity: developing the global strategy for Accounting Bookkeeping (AB) advisory boards and executing local programs for both AB and Small Business (SB) segments in your region. You'll be responsible for transforming our advisory boards from feedback channels into strategic assets that influence product strategy and generate authentic advocacy, while ensuring board members receive significant value from their participation.

  • Support the Director of Customer Marketing to design a comprehensive, scalable strategy for AB advisory boards across US, UK, and ANZ regions.
  • Create standardized frameworks, processes, and best practices for the selection, engagement, and management of AB board members.
  • Develop programming approaches that deliver exceptional value to participants while maximizing strategic insights for Xero.
  • Establish clear metrics and reporting methods to demonstrate the business impact of AB advisory boards.
  • Collaborate closely with regional counterparts to implement the global strategy with appropriate local adaptations.
  • Manage the selection, onboarding, and ongoing engagement of AB and SB advisory board members in your region.
  • Strategically plan and facilitate compelling advisory board workshops that generate meaningful insights.
  • Build strong relationships with board members to maximize the relevance of their contributions.
  • Work closely with product, marketing, and leadership teams to ensure advisory board insights influence strategic decisions.
  • Transform board members into proactive advocates who generate referrals, testimonials, and content.
  • Develop content and communication strategies to share board insights across the organization.
  • Create and implement retention strategies to maintain engagement with high-value board members.
  • Collect detailed feedback from each workshop to guide and influence product and GTM strategies.
  • Manage active Slack channels for Customer Advisory Board (CAB) members.
  • Develop a content strategy for Slack channels that maintains member interest and participation.
  • Support in the development and delivery of key advisory board events and engagements outside of scheduled workshops.
  • Create and curate timely, relevant content that provides exclusive value to CAB members.
  • Establish clear communication protocols and cadence to keep members informed and engaged.
  • Monitor member engagement and proactively address declining participation.
  • Facilitate peer-to-peer connections and discussions among members.
  • Gather continuous feedback through digital channels to complement formal advisory sessions.
  • Identify and enlist a wide variety of stakeholders who can add value to advisory board outcomes.
  • Proactively maintain strong relationships with key stakeholders.
  • Create rich, comprehensive reports that skillfully deliver necessary information to stakeholders.
  • Continuously monitor key metrics and benchmarks to optimize processes, products, and outcomes.
  • Quickly resolve process breakdowns to ensure minimal disruption in workflow.
  • Implement measures to prevent recurring problems.
  • Explore multiple approaches and experiment with alternatives to overcome barriers.
  • Encourage and support creativity in others.
  • Extensive experience in marketing, customer advocacy, or related fields.
  • Proven track record and experience developing and managing customer advisory programs or similar customer engagement initiatives.
  • Experience managing online communities and driving digital engagement.
  • Strong understanding of B2B marketing with experience in accounting, financial services, or SaaS industries preferred.
  • Experience working in matrix global organizations with ability to balance global consistency with regional relevance.
  • Excellent facilitation skills with ability to lead productive discussions among diverse stakeholders.
  • Exceptional communication skills with ability to deliver complex information in a polished, precise, and compelling manner.
  • Demonstrated ability to encourage and incorporate diverse perspectives and ideas.
  • Strong project management capabilities with attention to detail and ability to manage multiple priorities.
  • Data-driven approach with ability to measure program effectiveness and demonstrate ROI.
  • Demonstrated tenacity in achieving results despite obstacles and setbacks.
  • Generous paid leave to use however you’d like (plus statutory holidays).
  • Dedicated paid leave to care for your physical and mental wellbeing.
  • Employee Assistance Program to access mental health care for you and your family.
  • Employee resource groups and wellbeing programming.
  • Medical, dental, vision, and disability insurance.
  • Fertility and family forming financial support.
  • 401k contribution matching.
  • 26 weeks of paid parental leave for primary caregivers.
  • Employee Share Plan.
  • Beautiful offices with snacks and break areas.
  • Flexible working and career development.
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