Senior Manager, Customer Marketing – Advocacy

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

📋 Description

• Develop and oversee a comprehensive customer marketing strategy focused on adoption, retention, expansion, advocacy, and customer satisfaction objectives.

• Construct customer journey and lifecycle initiatives encompassing onboarding, adoption, renewals, migrations, product launches, expansion opportunities, and critical moments in the customer experience.

• Tailor customer communications based on audience, product, lifecycle stage, use case, institution type, and customer maturity to ensure messages are pertinent and actionable.

• Take ownership of and manage the customer communications calendar in close collaboration with Product, Customer Success, Sales, and Marketing teams.

• Generate customer-facing content such as case studies, testimonials, customer narratives, product guides, blogs, newsletters, webinars, educational materials, and adoption resources.

• Spearhead customer education initiatives, workshops, webinars, and enablement campaigns to maximize customer value from Gravyty solutions.

• Collaborate with Customer Success and Sales to pinpoint customer health signals, identify expansion opportunities, assess renewal requirements, and recognize advocacy moments.

• Design and scale customer advocacy initiatives, including references, reviews, speaking opportunities, peer connections, champion networks, and customer storytelling.

• Work with event marketing to facilitate meaningful customer engagement, education, and advocacy opportunities at conferences, trade shows, customer events, and industry gatherings.

• Implement Voice of Customer programs, Customer Advisory Boards, surveys, interviews, and feedback loops that yield actionable insights for Product, Marketing, Sales, and Customer Success.

• Convert customer insights into recommendations that shape product roadmaps, positioning, messaging, enablement, and go-to-market strategies.

• Monitor, analyze, and report on customer marketing performance, including engagement, adoption, advocacy, retention impact, expansion influence, customer satisfaction, and content effectiveness.

• Leverage AI-driven tools to enhance customer segmentation, campaign development, content creation, personalization, insight generation, and program efficiency.

⛳️ Requirements

• Bachelor's degree in Marketing, Communications, Business, or equivalent experience.

• 4–8 years of experience in customer marketing, lifecycle marketing, product marketing, customer success, or similar B2B SaaS roles.

• Proven experience in developing customer marketing programs that foster adoption, retention, expansion, advocacy, and customer engagement.

• Exceptional writing, storytelling, editing, and messaging abilities, with a knack for transforming customer outcomes into engaging narratives.

• Experience in producing customer stories, webinars, lifecycle campaigns, newsletters, educational materials, and advocacy initiatives.

• Proficient in analyzing customer data, campaign performance, engagement metrics, and customer health indicators to inform strategy and enhance programs.

• Strong project management capabilities, able to oversee multiple programs, stakeholders, deadlines, and dependencies.

• Collaborative, inquisitive, and customer-centric, comfortable working across Product, Customer Success, Sales, Marketing, and Events teams.

• Familiarity with marketing automation, CRM, webinar, community, customer engagement, review, and AI-driven marketing tools.

• In-depth knowledge of higher education, advancement, enrollment, student success, alumni engagement, fundraising, or education technology is highly preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible working arrangements.

• Opportunities for professional development and career growth.

• Supportive and inclusive company culture.