Customer Engagement Marketing Manager

About the role

We are seeking a highly organized and customer-focused Customer Engagement Marketing Manager to coordinate customer-facing communications. Reporting to the Director of Community and Customer Marketing, this role ensures consistent, effective messaging by working cross-functionally with teams like Product, Product Marketing, Customer Success, Customer Experience, and Sales.

Responsibilities

• Coordinate and execute customer-facing communications for non-operational updates, including newsletters, product communications, event promotions, customer programs, and engagement campaigns.
• Serve as a primary coordinator for customer communication requests across Product, Product Marketing, Customer Success, Customer Experience, and Sales teams, helping ensure communications are aligned, timely, and customer-centric.
• Maintain and coordinate the customer communications calendar to improve visibility, alignment, and customer experience across teams.
• Work closely with Product and Product Marketing teams to support communications related to product updates, new feature launches, product education, and customer-facing announcements.
• Coordinate customer-facing webinars in partnership with Product, Product Marketing, and other subject matter experts.
• Partner with Customer Success Management (CSM) and Sales teams to understand communication needs and support customer engagement, retention, and expansion initiatives.
• Manage and execute customer newsletters and recurring customer communication programs.
• Support customer marketing campaigns, including upsell, cross-sell, and customer engagement initiatives, partnering with the Customer Marketing team to execute campaigns that contribute to customer pipeline, adoption, retention, and expansion goals.
• Assist with advocacy-related initiatives, including customer testimonials, reviews, customer stories, and advocacy campaigns.
• Collaborate with the Customer Experience team to support customer journey initiatives and customer engagement programs.
• Work closely with the Marketing Operations team to ensure accurate audience targeting, B2B email campaign execution, reporting, and measurement.
• Track communication performance and engagement metrics, provide recommendations, and drive actions from gathered data analytics and feedback for continuous improvement.
• Ensure all customer communications align with BlueCat's brand voice, messaging standards, and customer experience goals.
• Leverage AI-powered tools and emerging technologies to improve content creation, communication planning, reporting, and overall marketing efficiency.
• Demonstrate curiosity and a commitment to continuous learning, staying informed about customer marketing best practices, communication trends, and new technologies.

About You

• You are passionate about delivering exceptional customer experiences through clear, effective, and engaging communications.
• You are highly organized, detail-oriented, and comfortable managing multiple projects and stakeholders simultaneously.
• You thrive in cross-functional environments and enjoy collaborating with teams across Marketing, Product, Customer Success, Sales, and Operations.
• You are an excellent communicator with strong writing and editing skills.
• You have strong judgment and attention to detail when reviewing customer-facing communications.
• You are proactive, adaptable, and comfortable working in a fast-paced environment.
• You understand how B2B email marketing and customer marketing campaigns support customer engagement, retention, expansion, and pipeline growth.
• You are curious, eager to learn, and excited about leveraging new technologies and AI-powered tools to improve your work.

Requirements

• Bachelor's degree in Marketing, Communications, Business, or a related field.
• 3+ years of experience in B2B customer marketing, email marketing, customer communications, or lifecycle marketing, with hands-on experience executing B2B email marketing campaigns in a SaaS or technology environment.
• Experience managing communication programs or editorial calendars.
• Ability to translate technical or product information into customer-friendly messaging.
• Experience working with technical stakeholders (Product Management, Product Marketing, Customer Success).
• Strong understanding of customer segmentation and personalization strategies.
• Hands-on experience using marketing automation platforms, preferably Marketo, to build and execute B2B email marketing campaigns, along with experience using CRM platforms such as Salesforce.
• Experience supporting marketing campaigns that contribute to customer engagement, pipeline generation, pipeline acceleration, customer retention, or expansion initiatives.
• Experience evaluating communication requests and determining audiences.

Pay

This position offers a salary range of $100,000-$115,000 USD per year plus participation in a discretionary bonus plan. Final compensation will be based on skills, experience, and qualifications.

Benefits

• Comprehensive benefits encompassing health, financial well-being, and overall wellness.
• Professional Development Budget.
• Dedicated Wellness Days and Wellness Week.
• Lifestyle Spending Account.
• Employee Recognition Program.