Senior Manager, Customer Marketing

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

📋 Description

• Take ownership of the customer marketing strategy and implement it directly.

• Transform the existing customer base into a reliable source of expansion opportunities and a strong network of customer advocates.

• Manage and expand the self-service to Enterprise upgrade marketing initiative.

• Develop one-to-many expansion programs tailored for Enterprise clients, which include cross-selling and upselling strategies, targeted nurturing efforts, and sales-ready offers.

• Modify major campaigns and product launches to suit customer audiences.

• Equip Expansion Sales with timely information, messaging, and resources based on program indicators.

• Customize expansion and lifecycle programs for customers in the EMEA region.

• Create lifecycle programs that facilitate onboarding and feature adoption through emails, webinars, and launch communications.

• Convert new features into customer-facing campaigns that encourage usage.

• Design lifecycle journeys and implement them within the marketing automation system.

• Collaborate with Marketing Operations and Customer Success on intricate builds, attribution, customer segments, and scoring.

• Establish and manage a customer advocacy program that includes speakers, case studies, references, and referrals.

• Develop and publish customer case studies and success stories.

• Lead a program to generate reviews on platforms like G2 and similar sites.

• Initiate and oversee a Customer Advisory Board.

• Organize customer-centric events and user group meetings.

• Evaluate the expansion pipeline, the impact of adoption, and the results of advocacy efforts.

• Take charge of the upgrade pilot, outline the customer marketing strategy for 2027, and drive rapid expansion pipeline results within the first 90 days.

• Report directly to the VP of Marketing.

• Work collaboratively with Expansion Sales, Customer Success, Product Marketing, Campaigns, Demand Generation, and Marketing Operations.

⛳️ Requirements

• A minimum of 6 years in B2B SaaS marketing, including at least 3 years focused on customer, lifecycle, or expansion marketing.

• Proven experience in managing an expansion pipeline or revenue target, beyond just engagement metrics.

• Background in developing and executing a customer marketing plan, including hands-on implementation.

• Experience collaborating with Operations and Customer Success to establish customer segments and scoring systems.

• Knowledge of how product usage, CRM, and Customer Success data work together to identify the right accounts at optimal times.

• Experience in running advocacy programs, including case studies, references, reviews, or advisory boards.

• Credibility among sales and Customer Success leadership, with the ability to translate their feedback into actionable programs.

• Proficiency in data management, defining metrics, working with Operations on attribution, and communicating effectiveness.

• Strong writing skills and an understanding of what resonates with customers.

• Permanent and unrestricted authorization to work in your country of residence without the need for current or future sponsorship.

• Availability to work during East Coast hours.

🏝️ Benefits

• Stock options with a 4-year vesting schedule.

• Comprehensive medical, dental, and vision insurance, covering 90% for employees and their dependents.

• Flexible Spending Account (FSA).

• 401K plan with profit sharing.

• Unlimited paid time off, with an expectation to take at least 3 weeks annually in addition to 20 company holidays.

• Remote-friendly environment with a monthly work-from-home stipend.

• Parental leave policies (primary: 16 weeks; secondary: 12 weeks).

• Coverage for short- and long-term disability and life insurance.

• Option to choose your laptop computer.

• Opportunities for internal mobility and professional growth.

• Competitive salaries that align with market standards.

• Engaging work that has a significant impact on a well-regarded product.