Senior Manager, Customer Marketing

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

📋 Description

• Design and implement customer marketing initiatives that facilitate onboarding success, enhance product adoption, boost engagement, improve retention, and create expansion opportunities.

• Construct and refine customized, automated customer journeys across digital platforms using insights from customers, behavioral triggers, and milestones throughout the customer lifecycle.

• Develop targeted marketing campaigns that promote feature adoption, increase product utilization, and enhance overall customer value.

• Take ownership of lifecycle marketing performance by establishing KPIs, reporting mechanisms, and testing strategies to continually enhance program effectiveness.

• Spearhead and advance customer advocacy efforts, including gathering customer references, testimonials, reviews, case studies, and success stories.

• Collaborate with Customer Success and Sales teams to identify, nurture, and activate customer advocates within the client base.

• Increase customer involvement in advocacy initiatives, community activities, events, webinars, speaking opportunities, and other brand-enhancing endeavors.

• Lead, mentor, and develop a team of two marketers focused on lifecycle marketing and customer advocacy programs.

• Set clear priorities, objectives, and development plans while nurturing a culture of collaboration, accountability, experimentation, and customer-centric thinking.

• Work closely with Customer Success, Product Marketing, Product Management, Revenue Operations, and Marketing Operations to execute integrated customer programs.

• Collaborate with Content and Creative teams to produce engaging customer communications and experiences that enhance engagement and loyalty.

• Present program performance metrics, insights, and recommendations to stakeholders, aiding in the formulation of customer growth and retention strategies.

⛳️ Requirements

• A Bachelor’s degree in Marketing, Business, Communications, or a related field is preferred.

• Over 7 years of experience in B2B software marketing, with a significant emphasis on customer marketing, lifecycle marketing, retention, or customer engagement.

• More than 2 years of experience in a leadership role managing and developing direct reports.

• Proven success in developing and executing customer lifecycle programs that drive adoption, retention, and customer growth.

• Experience in creating customer advocacy programs, including references, testimonials, reviews, and customer storytelling.

• A strong analytical mindset with experience in measuring campaign performance and converting insights into actionable strategies.

• Practical experience with CRM, marketing automation, customer data, and analytics platforms.

• Exceptional project management skills with the ability to handle multiple priorities in a dynamic environment.

• Strong communication skills and stakeholder management abilities.

• Experience collaborating with Customer Success organizations to enhance customer outcomes.

• A passion for delivering outstanding customer experiences and cultivating lasting customer relationships.

• An inquisitive nature and enthusiasm for utilizing AI and automation to enhance marketing effectiveness and scalability.

🏝️ Benefits

• Fully remote-first work environment with flexible work arrangements.

• Comprehensive Health and Wellness Benefits, including retirement savings plans, eligibility for two different bonus opportunities, generous time off, and extensive medical and dental benefits based on your country of residence.

• New Hire Equipment Allowance and a monthly Flex Allowance to support your success.

• Unlimited opportunities for career advancement and internal mobility.

• Employee-driven Diversity, Equity, and Inclusion (DE&I) programs.