Senior Customer Marketing Manager

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

📋 Description

• Take ownership of programs that enhance the customer journey encompassing onboarding, activation, adoption, engagement, retention, renewal support, and expansion.

• Establish customer segments, lifecycle stages, journey maps, messaging strategies, and campaign playbooks.

• Collaborate with customer enablement to promote customer education, product engagement, onboarding, and lifecycle initiatives.

• Design proactive retention and re-engagement strategies for at-risk or under-engaged accounts by leveraging customer health, product usage, support, engagement, and renewal indicators.

• Develop signal-based upsell and cross-sell campaigns, directing qualified leads to Customer Success Managers (CSMs) and account executives.

• Provide Sales and Customer Success teams with customer-focused messaging, adoption toolkits, executive business review materials, ROI content, playbooks, trigger definitions, and follow-up strategies.

• Collaborate with Product Marketing and Product teams to convert customer feedback into product communications, release messaging, educational resources, and lifecycle campaigns.

• Enhance segmentation, data quality, trigger detection, nurturing, automation, attribution, and reporting in partnership with Marketing Operations, Revenue Operations, and Customer Success Operations.

• Develop annual and quarterly customer marketing strategies, oversee budgets and resources, and lead cross-functional execution efforts.

• Create dashboards and operating rhythms that link lifecycle engagement to adoption, retention, renewal health, expansion pipeline, and influenced revenue.

• Spearhead test-and-learn initiatives by defining metrics, analyzing performance, optimizing campaigns, and refining strategy and execution.

• Deliver performance updates, insights, risks, and recommendations to marketing and cross-functional leadership.

⛳️ Requirements

• A minimum of 7 years of marketing experience, including at least 3 years in customer marketing, lifecycle marketing, customer success enablement, product marketing, or a similar field.

• Proven experience in developing customer journeys and lifecycle programs across onboarding, activation, adoption, retention, renewal, and expansion.

• Demonstrated success in creating programs that enhance product adoption, customer engagement, renewal results, or expansion pipelines.

• Familiarity with developing trigger-based or signal-based campaigns linked to customer health, product usage, account activities, or renewal timelines.

• Experience collaborating with Sales, Customer Success, Product Marketing, Product, Revenue Operations, and Marketing Operations teams.

• Solid understanding of B2B SaaS or cybersecurity purchasing cycles, customer stakeholders, and complex account environments.

• Strong analytical and operational acumen, including the ability to link campaign performance and customer behavior to business results.

• Excellent project management skills with the capability to handle multiple priorities in a dynamic environment.

• Experience in managing budgets, agencies, contractors, or cross-functional projects.

• Must be legally authorized to work in the United States.

• No requirement for current or future employment visa sponsorship.

🏝️ Benefits

• Equity package in the form of stock options available for all full-time positions.

• Comprehensive health, vision, and dental insurance for you and your family.

• Flexible vacation policy allowing for work-life balance.

• Generous parental leave to support family needs.

• Opportunities for career development and advancement.

• A culture that promotes inclusivity.

• A collaborative environment that encourages creativity and innovative thinking.

• Remote and hybrid work options available depending on the role and location.