Customer Marketing Manager

Time Doctor•New york, NY

11h•Remote

About The Position

Time Doctor is seeking a Customer Marketing Manager to lead their post-sale marketing efforts. This role involves developing strategies and programs to enhance customer engagement, success, expansion, and advocacy. The manager will collaborate with Customer Success, Product, and Marketing teams to translate customer relationships into business outcomes, focusing on retention, expansion, and customer-led growth.

Requirements

3+ years of experience in customer marketing, lifecycle marketing, or a customer-focused B2B SaaS marketing role.
Proven experience building and running customer advocacy, retention, or expansion programs.
Strong understanding of customer journey mapping, lifecycle segmentation, and post-sale marketing motions.
Demonstrated use of AI tools to improve content production, personalization, or campaign efficiency.
Hands-on experience with marketing automation and CRM tools (HubSpot experience strongly preferred).
Ability to analyze customer data and product usage signals to inform targeting and program design.
Excellent written communication skills.
Experience working cross-functionally with Customer Success, Product, and Marketing teams.
Experience working in a remote or distributed team environment.

Nice To Haves

Experience at a B2B SaaS company with a mid-market customer base.
Background in workforce management, HR tech, or productivity software.
Experience running NPS or CSAT programs and translating results into marketing action.
Success in this role will be measured by: Improvement in customer retention rates and reduction in voluntary churn, TD Academy enrollment, completion, and measurable influence on retention and expansion cohorts, Expansion revenue influenced by customer marketing programs, Growth in the number of active customer advocates, references, and reviews, Engagement rates across customer lifecycle campaigns (open rates, activation, adoption metrics), Quality and volume of customer stories and social proof assets produced, NPS and CSAT trends over time.

Responsibilities

Own post-sale marketing programs that drive engagement, product adoption, and retention.
Develop lifecycle campaigns tied to key customer milestones (onboarding, feature adoption, renewal, expansion).
Use customer data and product usage signals to segment the customer base and deliver relevant communications.
Partner with Customer Success to identify at-risk accounts and support retention efforts.
Monitor customer health signals and trigger marketing responses in coordination with CS.
Build and execute campaigns to drive expansion revenue (upsell, cross-sell, seat growth).
Collaborate with Product Marketing on messaging for new features and product updates.
Develop messaging to support CS teams in upsell conversations.
Own and develop TD Academy, Time Doctor's customer education platform, including content, roadmap, lifecycle triggers, and impact measurement.
Build and manage the customer advocacy program, identifying and activating champions for references, reviews, and case studies.
Own the pipeline of customer stories, testimonials, and case studies.
Drive reviews on G2, Capterra, and other platforms.
Design and run customer feedback programs (surveys, NPS, interviews) to gather insights.
Synthesize customer feedback into actionable recommendations for Marketing, Product, and CS leadership.
Maintain a pulse on customer sentiment and identify trends.
Partner with Customer Success as the primary marketing counterpart for post-sale programs.
Work with Product and Product Marketing to incorporate launches and updates into customer campaigns.
Collaborate with Demand Generation on expansion and win-back programs.
Support Partner Marketing on customer-facing joint initiatives.