Digital Customer Marketing Manager

This is a fully remote position, open to applicants in Alabama, +23 more states.

📋 Description

• Create, launch, and continually enhance digital Customer Success initiatives encompassing onboarding, activation, adoption, renewal readiness, and advocacy.

• Develop automated and segmented lifecycle campaigns utilizing email, in-app notifications, and in-product guidance.

• Assist employer administrators in navigating crucial milestones such as their first payroll synchronization, initial transfer, and ongoing product utilization.

• Enhance self-service options while minimizing support inquiries.

• Construct repeatable playbooks that integrate intelligence and automation to support a larger number of accounts.

• Take ownership of messaging and positioning throughout the digital customer experience.

• Compose or refine lifecycle email content, in-app nudges, and playbook text.

• Collaborate with Product Marketing to develop launch messaging, positioning, and educational materials for customers.

• Sustain competitive positioning against providers of earned wage access and financial wellness solutions.

• Conduct segmentation and A/B testing to boost digital customer engagement.

• Monitor and report on metrics such as time-to-first-transfer, onboarding completion rates, engagement levels, adoption metrics, NPS/CSAT scores, renewal preparedness, and digital program ROI.

• Identify friction points in the customer journey using data, feedback, and support trends, then suggest enhancements to Product and Engineering teams.

• Partner with Customer Success Managers, Revenue Operations, Product, Marketing, and Support to transform customer data into actionable insights and establish a unified source of truth.

• Link digital engagement indicators with teams equipped to act on them.

• Contribute to reducing churn and facilitating account growth within the SMB portfolio.

⛳️ Requirements

• Candidates should ideally reside in one of the following states: Alabama, Arizona, California, Colorado, District of Columbia, Delaware, Florida, Georgia, Idaho, Illinois, Louisiana, Massachusetts, Missouri, North Carolina, New Hampshire, New Jersey, Nevada, New York, Oregon, Ohio, Pennsylvania, Rhode Island, South Carolina, Texas, Virginia, Washington, or Wisconsin.

• Must possess the legal right to work in the United States without the need for employment-based visa sponsorship, either now or in the future.

• 4 to 7 years of experience in Product Marketing, Customer/Lifecycle Marketing, Growth Marketing, or Digital Customer Success within a SaaS or subscription-based organization.

• Proven experience in managing messaging and positioning for a product or customer segment, including lifecycle campaigns, in-app guidance, and playbooks.

• Demonstrated experience in designing and launching automated, segmented lifecycle campaigns via email, in-app, or in-product channels.

• Experience collaborating with Product Marketing or Product teams on launch narratives, positioning, or go-to-market messaging aimed at existing customers.

• Familiarity with maintaining a competitive market perspective and applying it to customer-facing communications.

• Experience overseeing segmentation and A/B testing initiatives.

• Proficient in tracking and reporting on program KPIs such as time-to-value, onboarding completion rates, adoption metrics, NPS/CSAT scores, or program ROI.

• Experience in developing playbooks or scalable processes that enhance account support without compromising service quality.

• Preferred: experience with marketing automation or customer success tools such as HubSpot, Iterable, Braze, Gainsight, ChurnZero, or Vitally.

• Preferred: ability to independently analyze usage and behavioral data to identify signals of churn and trends in adoption.

• Preferred: experience contributing to sales enablement, renewal, or advocacy content.

🏝️ Benefits

• Flexible PTO with no accrual limits.

• 10 paid holidays, including Christmas Eve and New Year’s Eve.

• Medical insurance through Blue Cross Blue Shield of Texas, offering PPO and HDHP options.

• HSA-eligible plan with employer contributions.

• Dental and vision insurance provided through MetLife.

• Flexible Spending Account (FSA).

• Basic Life/AD&D insurance coverage.

• Employee Assistance Program (EAP).

• 401(k) plan with a 100% employer match up to 3% of salary, available after 90 days of employment.

• Support for professional and personal development fostered through a growth-oriented culture.