Customer Marketing Manager, Retention & Advocacy

IRIS•Salt Lake City, UT

1d•$85,000 - $100,000•Remote

About The Position

The IRIS Senior Customer Marketing Manager, Retention & Advocacy is an experienced, hands-on role responsible for retaining existing customers in the United States through structured retention, advocacy and migration programmes. Reporting into the UK-based Customer Marketing team, the role owns US-focused customer journeys end-to-end and acts as a bridge between regional customers and global teams. It is fully remote within the US and requires autonomy, stakeholder management and proven customer marketing expertise. The role protects retention, revenue and customer trust within the US customer base. It leads customer-facing communications across key lifecycle moments, including renewals, advocacy and migrations, ensuring customers understand value, change and next steps. The position owns complex customer journeys rather than executing isolated campaigns. Success is measured by improved retention across assigned US customer segments; clear, timely and accurate communications during migrations or major change; growth in high-quality US customer advocacy assets; strong relationships with key customers; and trust and positive feedback from UK and US stakeholders. The job description notes that expectations may evolve as IRIS expands its US customer base and global Customer Marketing function.

Requirements

Typically 5+ years of experience in customer marketing, lifecycle marketing or customer communications.
Demonstrated experience delivering retention, advocacy or migration/change programmes.
Strong stakeholder management and cross-functional coordination skills.
Excellent written communication skills, including the ability to explain complex topics clearly.
Comfort working autonomously in a remote and/or global reporting structure.
Experience with marketing automation, reporting and project management tools.
High attention to detail and sound judgement in compliance-sensitive environments.

Nice To Haves

Experience with tools such as Marketo, Salesforce, Knak and Asana.

Responsibilities

Own and deliver US customer retention programmes that reduce churn risk and reinforce long-term value.
Lead customer advocacy activity in the US, securing testimonials, case studies and third-party reviews in partnership with Sales, Product and Customer Success teams.
Own US-specific migration communications, including planning, sequencing, quality assurance, live delivery and performance monitoring.
Act as the single point of accountability for assigned customer journeys, managing accuracy, compliance sensitivity, timing and escalation.
Work with UK-based Customer Marketing colleagues to adapt established frameworks for the US market.
Coordinate cross-functionally with Product, Renewals, Support, Professional Services and Marketing Operations.
Analyse programme performance and use insights to optimise engagement and retention.
Ensure customer communications meet IRIS brand, legal and compliance standards.
Share customer insight from the US market to inform product and marketing strategy.