Senior Customer Marketing Manager

Wrapbook

1d•Remote

About The Position

Wrapbook is seeking a Senior Manager, Customer Marketing to build and lead the customer marketing function from the ground up. This is a high-impact role at the intersection of marketing, product, and customer success, responsible for shaping the customer experience from initial login to long-term advocacy. The role involves owning lifecycle strategy, community engagement, key communication channels, and the Customer Advisory Board. Collaboration with Product, Product Marketing, Client Operations, and executive leadership is key to creating programs that drive adoption, retention, and advocacy. This position is ideal for a builder who thrives on end-to-end ownership, rapid iteration, and leveraging data and AI for efficiency.

Requirements

7+ years of experience in customer marketing, lifecycle marketing, or a closely related field.
Demonstrated experience building or significantly scaling a customer marketing function.
Strong command of lifecycle marketing strategy, including segmentation, journey mapping, and multi-channel campaign execution.
Hands-on experience with customer communication platforms (email, in-product messaging) and marketing automation tools.
Proven ability to run a Customer Advisory Board or similar structured customer engagement program.
Data-driven mindset with the ability to define success metrics, analyze performance, and iterate quickly.
Experience using AI tools to accelerate research, content production, or customer insight workflows.
Excellent written communication skills and a sharp editorial instinct.
Collaborative, low-ego, and energized by working in a fast-moving, distributed environment.

Nice To Haves

Familiarity with the media production, entertainment, or gig economy industries.
Experience marketing to operations-heavy customer personas (e.g., accountants, production coordinators, finance teams).
Background in community building or customer advocacy program management.

Responsibilities

Establish the Customer Marketing Function by defining strategy, priorities, and operational model.
Own the full customer lifecycle from onboarding and adoption through retention and advocacy.
Design and execute community strategies to engage core audiences like finance executives and production accountants.
Build and manage the Customer Advisory Board, fostering a forum for strategic feedback and customer partnership.
Design and launch additional community groups for Enterprise executives and production accountants.
Partner with Product, Product Marketing, Client Operations, and executive leadership to align customer marketing initiatives.
Own key customer communication channels, including email and in-product messaging.
Develop and maintain a content and messaging strategy that is timely, relevant, and tailored to customer journeys.
Partner with the customer success AI leader to identify automation and workflow improvements.
Lead by example in responsible AI usage in marketing to improve strategic insight generation.