Customer Marketing Manager – Retention, Advocacy

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

📋 Description

• Take ownership of and implement US customer retention initiatives aimed at minimizing churn risk and enhancing long-term value.

• Lead customer advocacy efforts in the US, obtaining testimonials, case studies, and third-party evaluations.

• Manage US-specific migration communications, including planning, sequencing, quality assurance, live execution, and performance tracking.

• Serve as the primary point of accountability for designated customer journeys, overseeing accuracy, compliance, timing, and escalation processes.

• Collaborate with UK-based colleagues to tailor established customer marketing frameworks for the US market.

• Work cross-functionally with teams in Product, Renewals, Support, Professional Services, and Marketing Operations.

• Analyze the performance of programs and continually enhance engagement and retention strategies.

• Ensure that customer communications align with IRIS brand guidelines, as well as legal and compliance standards.

• Provide insights into US customer behavior to inform product and marketing strategies.

• Cultivate strong relationships with key customers.

⛳️ Requirements

• Proven track record (typically 5+ years) in customer marketing, lifecycle marketing, or customer communications.

• Demonstrated success in implementing retention, advocacy, or migration/change programs.

• Strong skills in stakeholder management and cross-functional collaboration.

• Exceptional written communication abilities, capable of simplifying complex subjects.

• Comfortable working independently in a remote and/or global reporting environment.

• Experience with marketing automation, reporting, and project management tools (e.g., Marketo, Salesforce, Knak, Asana).

• High attention to detail and sound judgment in environments where compliance is critical.

• Previous experience in customer marketing.

• Legally authorized to work in the country where the position is based, or eligibility subject to sponsorship conditions.

🏝️ Benefits

• Opportunities for continuous learning and career advancement.

• Recognized as a Great Place to Work® certified employer.

• A culture that values well-being, inclusion, and development.

• Flexible remote work options available within the US.

• Accommodations or adjustments for accessibility during the hiring process.

• Bonus potential offered.