Senior Marketing Manager, Customer Lifecycle

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

📋 Description

• Take charge of the strategy and implementation of customer lifecycle programs encompassing onboarding, product adoption, advocacy, awards, referrals, growth, and retention.

• Create and oversee onboarding programs and communications that expedite time-to-value.

• Collaborate with sales and product teams to design adoption campaigns that enhance the usage of key features.

• Craft lifecycle communications through email, in-app notifications, and content channels.

• Formulate and execute a customer advocacy strategy and expand the customer awards program.

• Identify and nurture customer advocates for case studies, testimonials, events, and peer networking opportunities.

• Develop and expand a customer referral program that aligns with growth objectives.

• Initiate customer growth initiatives that promote increased product adoption and account expansion.

• Utilize usage data, support signals, and satisfaction metrics to identify at-risk customers.

• Design and implement save and win-back programs in collaboration with customer success and sales teams.

• Monitor churn indicators and retention metrics to minimize attrition.

• Analyze performance metrics across lifecycle programs and refine strategies accordingly.

• Serve as a liaison among marketing, sales, and customer success teams.

• Lead and manage two shared marketing resources, functioning as project manager and allocating resources across various initiatives.

⛳️ Requirements

• BS/MS degree in marketing, communications, or a related field.

• 7-10 years of experience in B2B marketing, customer engagement, or lifecycle/advocacy roles.

• Proven experience in managing customer lifecycle programs such as onboarding, adoption, advocacy, awards, referral, growth, or retention programs.

• Strong capability to build and maintain customer relationships.

• Demonstrated experience in developing and executing integrated marketing campaigns throughout the customer journey.

• Ability to manage multiple initiatives effectively while collaborating with various stakeholders.

• Strong skills in storytelling and content creation, including case studies and testimonials.

• Excellent written and verbal communication abilities.

• Analytical skills to measure program success, interpret churn/retention data, and adapt strategies based on insights.

• Experience in managing and mentoring team members.

• Familiarity with CRM and marketing automation tools such as Salesforce, HubSpot, or Marketo.

• Creative problem-solving abilities.

• Exceptional organizational skills with the capacity to manage competing deadlines and complex projects.

• Ability to swiftly adapt to changing priorities.

• Bilingual proficiency in French, Spanish, or German is a plus.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Recruitment and hiring accommodations available upon request.