Customer Marketing Manager, SMB

This is a fully remote position, open to applicants in Arizona, +30 more locations.

📋 Description

• Take charge of adoption and retention marketing for the SMB customer segment, overseeing the process from onboarding to long-term retention.

• Develop scalable onboarding processes, in-app messaging, lifecycle email campaigns, and customer journey programs in collaboration with the Product team.

• Create initiatives for retention, saving, win-back, renewal, and outreach to at-risk customers in partnership with Customer Success and Customer Care.

• Manage the customer contact calendar and coordinate various customer touchpoints.

• Establish the timing for review, reference, and new product requests.

• Draft product updates, release notes, and customer newsletters.

• Conduct customer surveys and NPS initiatives, forwarding insights to Product, Customer Success, and Product Marketing.

• Collaborate with demand generation managers to develop reviews, referrals, case studies, and strategies for cross-selling and upselling.

• Map the customer journey for SMB clients and outline customer communications.

• Initiate measurable adoption journeys and set targets for retention and adoption.

• Create monthly reports to assess product adoption, early-life churn, and gross retention.

⛳️ Requirements

• A minimum of 4 years of experience in B2B customer marketing, lifecycle marketing, or retention, preferably with SMB or high-volume customer bases.

• Practical experience with marketing automation and in-app messaging tools.

• Capable of independently constructing customer journeys.

• Excellent writing skills in a clear and straightforward manner for non-technical stakeholders and managers.

• Proficiency in analyzing cohort data, interpreting churn curves, and articulating changes.

• A proactive builder mindset.

• Experience in the restaurant or hospitality sector, either through direct employment or marketing efforts.

• Proven track record of driving feature adoption within a multi-product SaaS environment.

• Familiarity with Braze or comparable customer engagement platforms.

• Background in fintech or payroll products used by hourly employees.

🏝️ Benefits

• Unlimited PTO

• Medical, Dental, Vision Insurance

• 401k Match

• Parental Leave

• Laptop and equipment