Senior Manager, Customer Marketing

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5d•$150,000 - $200,000

About The Position

We are looking for a strategic and highly collaborative Senior Manager, Customer Marketing to lead our customer lifecycle, retention, and advocacy initiatives. In this role, you will be the voice of the customer within the marketing team, designing campaigns and programs that drive engagement, loyalty, cross-sell/upsell revenue, and brand advocacy. You will partner closely with Customer Success, Sales, and Product teams to ensure our customers are extracting maximum value from our offerings and turning into our biggest champions.

Requirements

7+ years of marketing experience, with a minimum of 3-5 years specifically dedicated to customer marketing, lifecycle marketing, or customer success enablement (preferably in [B2B SaaS / your industry]).
Proven experience managing programs independently and leading cross-functional initiatives; previous people management experience is a plus.
A strong portfolio of customer-driven content (case studies, videos) and experience managing review platforms or advocacy software.
Deep knowledge of marketing automation platforms (e.g., HubSpot, Marketo), CRM systems (e.g., Salesforce), and customer success tools (e.g., Gainsight).
Strong ability to interpret data, measure campaign ROI, and make data-driven decisions to optimize the customer lifecycle.
Exceptional written and verbal communication skills, with a high degree of empathy and the ability to build rapport with C-level executives and end-users alike.

Responsibilities

Own the Customer Journey: Map and optimize the post-purchase customer journey, developing targeted marketing programs for onboarding, adoption, renewal, and expansion.
Drive Expansion Revenue: Partner with Sales and Customer Success to create campaigns that generate qualified pipeline for upsell and cross-sell opportunities.
Reduce Churn: Develop proactive retention campaigns and communication strategies to identify and nurture at-risk accounts.
Build the Advocacy Program: Identify, nurture, and mobilize top customers to participate in case studies, webinars, testimonials, speaking engagements, and peer-to-peer reviews (e.g., G2, Capterra).
Manage the Customer Advisory Board (CAB): Lead the strategy, recruitment, and execution of our CAB to gather valuable product feedback and foster executive-level relationships.
Foster Community: Launch and manage customer community initiatives (e.g., user groups, exclusive events, forums) to encourage peer-to-peer networking and knowledge sharing.
Sales & CS Enablement: Create customer-centric collateral, pitch decks, and toolkits that help our customer-facing teams drive deeper product adoption and secure renewals.
Product Marketing Alignment: Act as a feedback loop between the customer and the Product team, translating user insights into actionable product updates and effective release communications.
Track ROI: Define and monitor key performance indicators (KPIs) for customer marketing, including Net Revenue Retention (NRR), customer health scores, NPS, and advocacy pipeline.
Data-Driven Optimization: Analyze campaign performance and customer data to continuously test and improve engagement strategies.