Customer Marketing Manager

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

📋 Description

• Take charge of email communications directed at customers: The key performance indicator for this position is the expansion and upsell within the current customer base, with email serving as your primary tool. You will design and oversee campaigns that highlight new product features, create upsell opportunities at the appropriate lifecycle stage, and promote the use of features that customers have yet to adopt. Additionally, you will manage the monthly customer newsletter, feature launch announcements, and ongoing adoption initiatives that enhance customers' engagement with the platform.

• Oversee onboarding and early lifecycle marketing: Revamp Ethena's existing new-customer email onboarding program. You will develop a structured approach for the initial 90 days that accelerates time to value, encourages feature adoption, and identifies customers poised to become advocates early on.

• Organize customer webinars: Plan, produce, and host regular webinars for our customer audience. You will collaborate with product experts, Ethena team members, and customer guests to demonstrate what's new, valuable, and upcoming. You will be responsible for the calendar, content, logistics, and follow-up.

• Support a customer advisory board: In collaboration with the CCO, establish and manage a formal Customer Advisory Board composed of senior customer executives: compliance leaders who can influence Ethena's direction. You will recruit members, facilitate sessions, and ensure the CAB delivers genuine value for participants, with insights feeding back into product and go-to-market strategies.

• Capture customer stories: Manage the entire lifecycle of Ethena's customer advocacy assets: testimonials, case studies, video stories, and quotes. You will identify compelling narratives, cultivate the necessary relationships to tell those stories, and produce assets that are utilized across sales, marketing, and events.

• Build and operate the reference program: Oversee Ethena's customer reference program, aligning open sales opportunities with the appropriate customer advocates at the ideal moment. You will maintain a healthy, diverse reference roster and safeguard it from overuse.

• Showcase customers: Create opportunities for customers to speak at Ethena-hosted webinars, industry events, and conferences. You will assist them with coaching, preparation, and ensure Ethena's reputation is represented alongside them.

• Cultivate customer community: Collaborate with the CCO and marketing team to identify opportunities, both virtually and in-person, to promote a sense of community among Ethena’s customers.

• Manage peer review programs: Oversee Ethena's presence on platforms such as G2, Gartner Peer Insights, and similar sites. You will conduct regular review generation campaigns, coordinate with Customer Success on who to approach, and ensure strong reviews are integrated into sales and marketing materials.

⛳️ Requirements

• Experience in customer marketing: You have led customer marketing or advocacy programs at a B2B SaaS organization. You understand what effective lifecycle email, webinars, case studies, and reference management look like, and can demonstrate contributions to expansion or retention outcomes.

• A focus on revenue: You approach your work with an emphasis on the impact it creates, not just the output. You are comfortable linking a campaign to expansion ARR, a webinar to upsell pipeline, and a case study to a successful deal.

• Strong storytelling skills: You can identify the captivating aspects of a customer's narrative and know how to extract them. You possess strong writing skills, coaching abilities, and recognize that the best case studies position the customer as the hero.

• Cross-functional adaptability: This role interacts with Product, Customer Success, Sales, and Marketing. You are adept at switching contexts, comfortable seeking assistance from others, and capable of representing the customer's viewpoint in internal discussions.

• Proactive approach: You prefer to execute a good webinar this month rather than spend three months perfecting one. You are organized enough to manage multiple programs simultaneously without overlooking details.

• Familiarity with MarTech & AI: You have experience creating emails and lifecycle workflows in HubSpot. Familiarity with Salesforce is beneficial. You understand how customers progress through a post-sale lifecycle and have built programs around it. You are a proficient user of AI, having developed agentic workflows and interconnected systems for improved outcomes.

• Interest in compliance or regulated industries: While you don't need to be a compliance expert from day one, a genuine curiosity about the field will serve you well.

🏝️ Benefits

• Unlimited PTO