Customer Marketing Manager

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

📋 Description

• Develop and manage the customer marketing strategy focused on advocacy, lifecycle engagement, and expansion.

• Create campaign calendars, set priorities, and establish measurable business outcomes.

• Identify customer advocates and convert results into case studies, testimonials, reviews, references, and customer narratives.

• Design targeted lifecycle communications and gifting initiatives.

• Monitor job transitions and buying signals to reconnect with customer champions, former clients, and relevant contacts.

• Collaborate with client services and sales teams to pinpoint engagement gaps, cross-sell and upsell opportunities, renewals, and account expansion.

• Utilize account mapping and customer/partner overlap data to facilitate warm introductions and coordinated account engagement.

• Establish and sustain a customer advocate network, aligning references with sales opportunities.

• Expand the customer referral program, including campaigns, incentives, follow-up processes, and pipeline/revenue tracking.

• Lead targeted outreach and nurture campaigns to support demand generation efforts.

• Report on key performance indicators, including net revenue retention, expansion pipeline and revenue, advocacy participation, reference influence, and campaign engagement/conversion rates.

• Work collaboratively with internal marketing, client services, sales teams, customers, and partners.

⛳️ Requirements

• Demonstrated experience in customer marketing, lifecycle marketing, or a closely related growth role, with responsibility for programs linked to retention, advocacy, or expansion.

• Experience in marketing to B2B audiences, preferably within an agency, professional services business, or B2B SaaS organization.

• Proven history of managing customer advocacy programs and creating case studies, testimonials, or sales enablement materials.

• Practical experience in developing segmented email campaigns and nurture programs, encompassing audience selection, copywriting, execution, and reporting.

• Experience collaborating with sales and client-facing teams to translate customer insights into campaigns and revenue opportunities.

• Proficient in using Salesforce, HubSpot, marketing automation, and sales engagement platforms.

• Familiarity with signal tracking and account mapping software is advantageous.

• Skills in customer storytelling, lifecycle strategy, commercial thinking, operational execution, measurement and experimentation, and cross-functional collaboration.

• Ability to work independently in a remote setting.

• Valid work authorization and permanent residency in Canada.

• Reliable internet connection and professional background.

• Capability to remain stationary for extended periods while observing and interpreting written and verbal communication.

• Proficient in using a laptop, software platforms, and office productivity tools.

🏝️ Benefits

• Comprehensive medical, dental, vision plans, disability, and life insurance coverage for you and your family.

• 100% employer-paid plan for you and 50% employer contribution for dependents (US, CAD, MX).

• Access to certified therapists through Spring Health.

• Membership to Headspace.

• Physical therapy services through Omada.

• Aaptiv virtual workout access.

• Complimentary One Medical membership for primary and virtual care.

• Unlimited PTO (minimum of 2 weeks).

• Paid company holidays.

• Birthday off.

• End of Year Recharge, with closure from December 24 to January 1.

• Paid parental leave.

• Traditional and Roth 401(k) with a 3% company match.

• Annual bonus based on tenure.

• Annual company-wide retreat.

• Opportunity to work remotely from a home office.

• Choice of PC or Mac available.