Customer Marketing, Community Manager – Contract

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete delivery and expansion of the Tally Robot Certification program, transitioning from the current pilot to wider implementations across Simbe's client network and evolving the program into a multi-tiered certification framework.

• Enhance the program based on learner feedback, completion statistics, and adoption metrics, ensuring that Tally Robot Certification remains a top-tier offering as the customer base expands.

• Establish and monitor program key performance indicators (KPIs) including certification completion rates and post-certification adoption metrics.

• Collaborate with Product Marketing on launch announcements, brand positioning, and ongoing go-to-market packaging to promote Tally Robot Certification as a premium and distinctive advantage for clients.

• Improve and manage marketing-focused onboarding communication initiatives that enhance the existing Client Success delivery, ensuring each new account undergoes a high-quality, branded transition into Tally adoption.

• Create sustainable content, communications, and resources utilized throughout the entire client journey, from onboarding and pilot phases to expansion and sustained adoption.

• Relay adoption insights back to Product Marketing, Growth, and Sales teams to shape messaging, expansion initiatives, and product development priorities.

• Spearhead new initiatives such as the Store Leader Summit, Store Leader of the Year Awards, Store Leadership Council, and regional store team gatherings, overseeing programming, execution, and follow-up.

• Develop and enhance the Simbe Community as a scalable engagement layer, primarily focusing on uplifting retail associates and store managers, including establishing a digital community presence and ongoing interactions.

• Collaborate with Growth Marketing on event logistics, vendor coordination, and post-event analysis.

• Identify and cultivate a pipeline of store-level advocates for case studies and speaking engagements.

• Systematize voice-of-customer collection across community initiatives and share insights with Product, Product Marketing, Strategy, and Sales teams.

• Work with Product Marketing to create customer proof points that support positioning, sales enablement, and thought leadership.

• Team up with Product Marketing to establish clear performance metrics for each program linked to adoption, retention, expansion, and advocacy.

• Employ a test-and-learn methodology across formats, content, and channels to enhance engagement and results.

• Provide regular updates and insights to marketing and commercial leadership.

• Serve as the marketing liaison for Customer Experience and Client Success regarding store adoption, certification, and community initiatives.

• Collaborate with Product Marketing on crafting customer narratives, Growth Marketing on event execution, Sales on advocacy requirements, and Demand Generation on account-specific programming.

• Oversee external vendors, contractors, and agencies as necessary to extend team capabilities.

⛳️ Requirements

• 5–8 years of experience in customer marketing, customer education, customer community, customer advocacy, or similar customer-facing program roles.

• Demonstrated success in scaling customer education, certification, or community programs within B2B2C settings.

• Extensive experience collaborating with Customer Success, Sales, and Product Marketing on customer-facing initiatives.

• Proven track record in designing and managing customer-facing events at scale, including executive-level summits, regional meetups, and digital programming.

• Operational diligence to replicate successful strategies and the inquisitiveness to iterate based on customer insights.

• Strong analytical skills with a background in connecting program engagement to adoption, retention, and revenue outcomes.

• Exceptional written and verbal communication abilities, capable of engaging frontline retail teams, store managers, and retail executives.

• Experience managing external vendors, agencies, and contractors.

• Familiarity with marketing technologies, including marketing automation, CRM, and content management systems.

• Willingness to travel 25 to 50% for store visits, customer summits, conferences, and regional gatherings.

• Preferred knowledge of retail operations and frontline workforce dynamics.

• Preferred familiarity with the AI, automation, and robotics sectors.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and vision coverage.

• Opportunities for professional development and continued education.

• Flexible work environment and potential for remote work options.

• Employee engagement initiatives and community-building events.

• Competitive salary and performance-based bonuses.