Customer Marketing Manager

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

📋 Description

• Take ownership of the strategy and implementation of programs aimed at enhancing customer adoption, growth, and retention.

• Collaborate with Customer Success and RevOps to segment customers, pinpoint expansion opportunities, and gain insights into venue-type usage and value.

• Leverage AI tools to analyze customer data, identify churn signals, and uncover expansion triggers.

• Convert usage patterns, support trends, and customer feedback into inputs for campaigns and product feedback mechanisms.

• Identify, recruit, and engage customer advocates for case studies, reference calls, and speaking engagements.

• Craft customer messaging for onboarding communications, upsell campaigns, case studies, adoption guides, feature highlights, webinars, and in-product messaging.

• Design and implement multi-channel lifecycle campaigns focused on feature adoption, product growth, and renewals.

• Create AI-driven nurture sequences that respond to customer behavior, usage milestones, and health scores.

• Collaborate with Sales and Customer Success on upsell and cross-sell strategies, including messaging, resources, and sequences.

• Establish campaign hypotheses, assess outcomes, and apply insights gained.

• Lead customer-facing go-to-market initiatives for new features and product updates.

• Provide Customer Success and Account Management with talk tracks, one-pagers, and training materials.

• Evaluate post-launch activation rates and make adjustments for continuous improvement.

• Manage key performance indicators such as adoption rates, influenced expansion pipeline, churn-rate impact, and advocacy participation.

• Develop dashboards and reporting systems for leadership and cross-departmental visibility.

• Utilize AI tools to expedite analysis, spot patterns, and generate recommendations.

⛳️ Requirements

• Over 5 years of experience in B2B SaaS marketing, with a minimum of 2 years dedicated to customer marketing, lifecycle marketing, or a closely related area.

• Proven success in achieving measurable outcomes in retention and expansion.

• Proficiency with AI tools within a marketing framework, encompassing research, content creation, campaign personalization, and performance evaluation.

• Exceptional writing and storytelling abilities.

• Strong understanding of customer segmentation, lifecycle strategy, and behavioral data analysis.

• Expertise in HubSpot and analytics platforms.

• Results-driven mindset with a focus on goal setting and progress monitoring.

• Comfortable working cross-functionally with Customer Success, Product, Sales, and RevOps.

• Experience in event management, venue operations, or hospitality SaaS is preferred.

• Practical experience with AI-assisted marketing platforms, predictive analytics tools, or advanced marketing automation beyond basic email sequencing is preferred.

• A passion for live events and venues is preferred.

• Must reside in an eligible U.S. state; candidates from California or other states with active pay transparency laws will not be considered.

🏝️ Benefits

• Fully remote work setup.

• An equal opportunity workplace that values diversity and inclusion.

• Reasonable accommodations available during recruitment and employment for individuals with disabilities.