Customer Marketing Manager

Full-time - Mid Level

Newton, MA

About the position

This role offers an exciting opportunity to amplify customer stories and drive business growth through strategic customer marketing programs. The ideal candidate will combine analytical thinking with creative problem-solving to deliver exceptional programs with measurable results.

Responsibilities

• Lead customer advocacy initiatives such as reference program, online reviews, and customer story development
• Manage and analyze the effectiveness of advocacy activities using data and analytics
• Identify, recruit, and nurture customers for success stories and videos
• Manage all stakeholders in Monday.com for case study creation process
• Ensure approvals are tracked and customer stories are shared via appropriate channels (social, web, internal, etc.)
• Proactively suggest process enhancements and seek opportunities to improve content quality and process efficiency through automation and AI
• Develop and implement online review programs aligned with business goals
• Create and manage programs to drive customer review collection
• Maintain profiles on key review sites (Gartner Peer Insights, etc.)
• Support managed reference requests and track all reference activity in Salesforce
• Build relationships and partner with key vendors to optimize program utilization
• Socialize program cross-departmentally to drive nominations and engagement
• Work closely with Reference Edge tool to track all reference activity
• Proactively monitor dashboards
• Socialize dashboards cross-departmentally and within marketing
• Make recommendations for new dashboards/enhancements as needs arise
• Make recommendations for behavioral changes based on dashboard tracking

Requirements

• 5+ years of experience in marketing, customer advocacy, customer success, account management or related roles
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment with evolving priorities, reprioritizing based on sense of urgency
• Proven ability to foster collaboration and contribute to team success and goals through clear communication, accountability, and adaptability
• Strong analytical abilities and proficiency in data analysis tools
• Proficiency in CRM systems, marketing automation platforms, business intelligence and analytics dashboards
• Project management and organizational skills

Nice-to-haves

• Experience with marketing in technology or SaaS industry
• Demonstrated success in launching and managing successful review campaigns across multiple channels including email, social and events
• Experience with Reference Edge or managing a reference database

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Financial benefits
• Commissions or discretionary bonus based on performance