Senior Marketing Manager, Customer Lifecycle

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

📋 Description

• Take ownership of the strategy and execution of customer lifecycle initiatives encompassing onboarding, product adoption, advocacy, awards, referrals, growth, and retention.

• Design and spearhead onboarding programs and communications that expedite time-to-value for new customers.

• Collaborate with sales and product teams to develop adoption campaigns and enhance the utilization of key features.

• Create lifecycle communications across email, in-app, and various content channels.

• Formulate and implement a customer advocacy strategy while overseeing the customer awards program.

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

• Work alongside sales, delivery, and marketing teams to produce advocacy content for digital platforms, events, and social media.

• Establish and scale a customer referral program aimed at generating high-quality opportunities.

• Create customer growth initiatives to boost product adoption among existing accounts.

• Recognize at-risk customers through usage data, support signals, and satisfaction metrics, executing retention, save, and win-back programs.

• Monitor churn indicators, retention metrics, and lifecycle program performance to refine strategies.

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

• Lead and oversee two shared marketing resources, functioning as a project manager and distributing resources across initiatives.

⛳️ Requirements

• Bachelor's or Master's degree in marketing, communications, or a related discipline.

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

• Proven experience managing customer lifecycle programs, including onboarding, adoption, advocacy, awards, referrals, growth, or retention.

• Strong capability to build and foster customer relationships.

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

• Proficient in managing and prioritizing multiple initiatives while collaborating with various stakeholders.

• Exceptional storytelling and content creation abilities, particularly in developing case studies and testimonials.

• Excellent written and verbal communication skills.

• Analytical mindset with the ability to assess program success, interpret churn and retention data, and iterate based on insights.

• Experience in managing and mentoring team members, ensuring effective resource allocation.

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

• Innovative problem-solving skills with the ability to drive creative marketing strategies.

• Outstanding organizational skills with the capability to manage competing deadlines and complex projects.

• Ability to swiftly adapt to changing priorities and excel in a dynamic, high-energy work environment.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Accommodation available to applicants throughout the recruitment and hiring process upon request.