Senior Customer Marketing Manager

Horizon3

1d•$145,000 - $185,000

About The Position

Horizon3 is seeking a strategic, data-driven Senior Customer Marketing Manager to engage customers throughout the lifecycle, from onboarding and adoption through retention, renewal, and expansion. The role builds scalable programs that help customers realize more value from Horizon3, increase product engagement, reduce churn risk, and create qualified upsell and cross-sell opportunities. The manager partners with Customer Success, Sales, Product Marketing, Product, Revenue Operations, and Marketing to turn customer insights, product signals, and business priorities into measurable programs. The successful candidate combines strategy and hands-on execution: designing lifecycle frameworks, launching campaigns, enabling customer-facing teams, analyzing results, and continually improving programs. The position also includes planning customer marketing initiatives, managing budgets and resources, establishing performance dashboards and operating rhythms, and presenting results and recommendations to leadership.

Requirements

7 or more years of marketing experience, including 3 or more years in customer marketing, lifecycle marketing, customer success enablement, product marketing, or a related discipline.
Experience building customer journeys and lifecycle programs across onboarding, activation, adoption, retention, renewal, and expansion.
Track record of creating programs that improve product adoption, customer engagement, renewal outcomes, or expansion pipeline.
Experience developing trigger-based or signal-based campaigns tied to customer health, product usage, account activity, or renewal timing.
Experience partnering with Sales, Customer Success, Product Marketing, Product, Revenue Operations, and Marketing Operations.
Strong understanding of B2B SaaS or cybersecurity buying cycles, customer stakeholders, and complex account environments.
Strong analytical and operational skills, including the ability to connect campaign performance and customer behavior to business outcomes.
Excellent project management skills and ability to manage multiple priorities in a fast-moving environment.
Experience managing budgets, agencies, contractors, or cross-functional workstreams.

Responsibilities

Own programs engaging customers across onboarding, activation, adoption, engagement, retention, renewal support, and expansion.
Define customer segments, lifecycle stages, journey maps, messaging, and campaign playbooks.
Partner with the customer enablement team to market education, product engagement, onboarding, and lifecycle programs that help customers achieve outcomes and increase adoption of Horizon3 solutions.
Develop proactive retention and re-engagement programs for at-risk or under-engaged accounts using customer health, product usage, support, engagement, and renewal signals.
Create signal-based upsell and cross-sell campaigns tied to customer needs, product usage, account changes, approaching renewals, and expansion fit; route qualified opportunities to appropriate CSMs and account executives.
Equip Sales and Customer Success with customer-centric messaging, adoption toolkits, executive business review materials, ROI content, playbooks, trigger definitions, and follow-up paths.
Partner with Product Marketing and Product to turn customer feedback into product communications, release messaging, educational content, and lifecycle campaigns.
Work with Marketing Operations, Revenue Operations, and Customer Success Operations to improve segmentation, data quality, trigger detection, nurture, automation, attribution, and reporting.
Build annual and quarterly customer marketing plans, manage budgets and resources, and lead cross-functional execution across Marketing, Sales, Customer Success, Product, and Operations.
Establish dashboards and operating rhythms connecting lifecycle engagement to adoption, gross revenue retention, net revenue retention, renewal health, expansion pipeline, and influenced revenue.
Lead a test-and-learn approach by defining success metrics, analyzing performance, identifying optimization opportunities, and iterating on strategy, messaging, and execution.
Present performance, insights, risks, and recommendations to marketing and cross-functional leadership, using data to prioritize improvements.