We are seeking a creative and data-driven Customer Marketing Manager to design and execute programs that engage, retain, and delight our customers. This role focuses on lifecycle marketing, customer retention strategies, upsell and cross-sell marketing, and managing our annual user conference. You will also lead product release communications and webinars to ensure customers are informed and empowered to maximize the value of our solutions. As a vital member of the marketing team, you’ll play a key role in ensuring our customers receive exceptional value throughout their journey and become loyal advocates for our brand.
Key Responsibilities
1. Lifecycle Marketing
- Develop and execute customer lifecycle marketing programs to enhance engagement and satisfaction at every stage.
- Create campaigns supporting onboarding, product adoption, upselling, and renewal initiatives.
- Collaborate with cross-functional teams to deliver personalized, value-driven communication strategies.
- Analyze customer behavior and segment data to identify opportunities for improvement.
2. Customer Retention Marketing
- Design and implement targeted retention campaigns to reduce churn and increase loyalty.
- Develop customer success stories, testimonials, and case studies showcasing the value of our solutions.
- Partner with Customer Success and Sales teams to identify at-risk accounts and develop proactive retention strategies.
- Measure retention efforts using KPIs such as renewal rates, NPS, and customer lifetime value.
3. Upsell and Cross-Sell Marketing
- Create and execute campaigns driving upsell and cross-sell opportunities.
- Collaborate with Sales and Product teams to identify key opportunities and tailor impactful messaging.
- Use data-driven insights to segment customers and deliver personalized offers.
4. Product Release Communication and Webinars
- Manage communication plans for product releases, keeping customers informed of new features and updates.
- Plan and execute webinars to demonstrate product capabilities, address common questions, and boost engagement.
- Collaborate with Product and Customer Success teams to ensure consistent, compelling messaging.
5. User Conference Management
- Plan and execute the annual user conference, including content development, logistics, and attendee engagement.
- Curate an agenda that provides valuable insights and networking opportunities.
- Manage communications, promotions, and post-event follow-ups to maximize participation and satisfaction.
- Oversee vendor relationships, budget, and timelines for seamless execution.
Qualifications
- Bachelor’s degree in Marketing, Communications, or a related field.
- 3+ years of experience in customer marketing or a related role, preferably in a B2B environment.
- Proven track record in lifecycle, retention, and upsell/cross-sell marketing programs.
- Strong project management skills, including experience with events and webinars.
- Excellent communication and interpersonal skills for engaging internal teams and external customers.
- Analytical mindset with proficiency in marketing tools (e.g., CRM, marketing automation, and analytics platforms).
- Creative thinker with a passion for delivering exceptional customer experiences.
Critical Thinking & Problem Solving
- Discover and analyze relationships between data, facts, and principles.
- Use sound reasoning to draw conclusions and find alternative solutions to complex problems.
- Distinguish between relevant and irrelevant information to make logical decisions.
Physical Demands & Work Environment
- Sitting and keying for the duration of shifts.
- Light physical activity (e.g., sorting swag and other event related tasks) and lifting (up to 20 lbs).
- Reasonable accommodations will be made for individuals with disabilities.
- Fast-paced, production-driven environment requiring top-quality outputs under deadlines.
What We Offer
- A collaborative, innovative and remote work environment.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- Flexible work arrangements to support work-life balance.
