Senior Manager, Customer Marketing

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

📋 Description

• Take charge of and enhance Dandy's customer lifecycle marketing strategy by pinpointing key moments for upselling, cross-selling, referrals, and expansion throughout the customer journey.

• Collaborate with Product Line Leaders and Product Marketing to align each product line's objectives with a cohesive strategy for our existing customer base.

• Analyze metrics on ARPP, LTV, adoption, and churn to continuously refine strategy, including the creation of measurement frameworks (e.g., holdout groups) to demonstrate incremental impact versus organic behavior.

• Act as a vital voice in cross-functional planning—working alongside leadership to determine which product lines and segments to prioritize each cycle, while offering strategic advice to Marketing and other senior leaders on customer-facing initiatives.

• Directly supervise a Customer Marketing Lead, overseeing email, in-app, direct mail, and digital campaigns in collaboration with Demand Generation, Marketing Growth Operations, and Product Marketing.

• Establish and uphold a test-and-learn framework across various channels and segments, employing a sophisticated yet agile approach, and provide regular reports that facilitate rapid, data-driven adjustments and highlight new opportunities.

• Manage our core customer engagement initiatives—Customer Advisory Board, loyalty program, promotional incentives, and referral program—that foster retention and advocacy within our customer base.

• Oversee the entire customer communication calendar, including onboarding communications (with the training team), recurring newsletters, large-scale product launch campaigns, and ad hoc operational communications, ensuring all content aligns with Dandy's brand and voice.

• Lead our voice-of-customer initiative: managing research requests across the organization, enhancing our feedback platform tools (NPS, in-product surveys), conducting outreach to churned customers, and shaping our brand reputation and review strategy.

• Take ownership and collaborate on platform strategy and governance for our customer marketing stack (Customer.io, Marketo), which includes template creation, naming conventions, and access management across teams.

• Work with Data and Engineering to ensure clean, reliable integrations with Salesforce and our data warehouse—advocating for data hygiene and resolving issues as they arise.

• Create dashboards and ad hoc reports, manage audience targeting and list pulls directly in Looker and Hex.

⛳️ Requirements

• 8-10+ years of experience in customer marketing, lifecycle marketing, demand generation, or growth roles within a high-growth B2B tech (or B2B SaaS) environment, with a proven record of managing and developing a team.

• Proven experience in owning a marketing function or strategic pillar from start to finish, encompassing strategy, execution, reporting, and budget management.

• Advanced, hands-on expertise with a customer engagement platform such as Customer.io or Marketo, including platform governance, deliverability, campaign quality assurance, and collaborating with Data/Engineering to address technical and data hygiene challenges.

• Strong analytical skills, adept at extracting and interpreting data from tools like Salesforce, Looker, Hex, and Excel/Sheets to inform segmentation and targeting.

• Exceptional written and verbal communication abilities; comfortable articulating strategy for both team members and senior stakeholders.

🏝️ Benefits

• Healthcare

• Dental

• Mental health support

• Parental planning resources

• Retirement savings options

• Generous paid time off