Customer Marketing Manager

Centric Software•Toronto, ON

About The Position

Centric Software is looking for a Customer Marketing Manager for the Americas region to grow value from our existing customer base. This role is centered on supporting upsell and cross-sell opportunities across our customer install base, while enhancing renewal and retention efforts through segmented lifecycle communication. You will partner closely with Sales, Customer Success, Product Marketing, and Field Marketing to understand the customer journey, segment our database with increasing sophistication, and execute campaigns that reinforce the value of additional Centric solutions as we expand impact across our customer base.

Requirements

3-5 years of experience in Customer Marketing, Lifecycle Marketing, Field Marketing, or related B2B SaaS/enterprise marketing roles.
Hands-on experience building segmented email campaigns and nurture streams, ideally tied to upsell/cross-sell or retention goals.
Experience running webinars and in-person events end-to-end, from concept through follow-up.
Experience in partnering with Sales and/or Customer Success to drive event attendance and follow-through.
Data-savvy — comfortable getting deep into a CRM/marketing automation platform (Salesforce, Pardot, HubSpot, Marketo, or similar) to build and refine segmentation.
Results-oriented, with experience measuring campaign impact against pipeline or retention outcomes.
Strong written communication skills, particularly for email and newsletter content.
Self-motivated and organized, with the ability to manage multiple campaigns at once.
Language: English.

Nice To Haves

Retail technology, PLM, supply chain, or enterprise software experience is a plus.

Responsibilities

Identify areas of upsell and cross-sell potential across the install base and develop campaigns that introduce and reinforce the value of new solutions to the right customers at the right time.
Partner with Sales, Customer Success and Product Marketing to translate expansion opportunities into customer-facing email and content journeys.
Collaborate with Product Marketing to ensure messaging on cross-sell solutions is relevant and well-positioned for existing customers.
Build nurture streams that spark interest in additional Centric solutions and support customers along the buying journey.
Track and report on pipeline generated from customer marketing campaigns as a key measure of success.
Understand the customer lifecycle and segment the email database to deliver a steady, relevant stream of communication that supports retention and renewals.
Identify which customers are approaching renewal and ensure they are proactively engaged with relevant content ahead of key windows.
Partner with Customer Success on messaging and timing so renewal conversations are well-supported by marketing.
Partner with Americas Field Marketing to identify existing campaigns and content that customers would benefit from, tailoring and re-promoting to the install base.
Grow your understanding of different customer roles to help sharpen segmentation as we build out these personas.
Own customer webinars end-to-end: topic development, promotion, logistics, speaker coordination, and follow-up.
Support customer events and the annual user conference in partnership with Field Marketing, Sales, and Customer Success, driving attendance and value for attendees.
Develop and manage newsletters and email streams, as email is the channel where customers most consistently engage, tailoring approach for end users versus executive roles.
Work with Sales Ops and Marketing Ops to keep customer segmentation in Salesforce and Pardot aligned with campaign and lifecycle needs.
Coordinate with the global central campaigns team to avoid overlap and ensure regional priorities are represented in broader campaign planning.
Track and report on renewal engagement, pipeline influenced, and campaign performance.