Customer Marketing Manager

Job Overview

The Customer Marketing Manager is responsible for developing and executing strategies that drive customer engagement, retention, expansion, and advocacy across the customer lifecycle. This role leads customer-focused campaigns, communications, and programs that strengthen relationships and maximize customer lifetime value.

Responsibilities and Duties

• Customer Lifecycle Marketing

  • Develop and execute a comprehensive customer marketing strategy spanning onboarding, adoption, retention, expansion, and advocacy
  • Partner with Customer Success, Product, and Sales to identify key moments that matter across the lifecycle and create targeted programs to support them
  • Build segmentation strategies to deliver personalized, data-driven customer experiences

• Customer Campaigns & Program

  • Plan, execute, and optimize multi-channel marketing campaigns aimed at increasing product adoption, retention, upsell, and customer advocacy
  • Develop compelling messaging, offers, and content tailored to key customer segments
  • Own customer advocacy initiatives including case studies, referrals, reviews, and community engagement

• Customer Communications

  • Manage and scale customer communication channels including email, in-app messaging, newsletters, and other owned channels
  • Ensure all messaging is aligned with brand voice and delivers relevant, timely value to customers
  • Establish a consistent cadence and governance model for customer communications

• Cross-Functional Collaboration

  • Work closely with Customer Success, Product Marketing, Demand Generation, and Sales to align programs with business objectives
  • Partner with Product and Customer Success teams to incorporate customer insights into marketing strategies
  • Act as the voice of the customer within marketing to inform messaging, campaigns, and lifecycle strategies

• Customer Insights & Optimization

  • Analyze campaign and lifecycle performance to identify trends, opportunities, and areas for improvement
  • Define and track KPIs such as engagement, retention, expansion, and advocacy
  • Continuously test and optimize programs to improve outcomes

• User Conference & Event Support

  • Support the strategy and promotion of the annual user conference to drive customer attendance, engagement, and advocacy
  • Collaborate with the events team on messaging, campaign execution, and customer communications related to the event
  • Assist in post-event analysis to measure customer impact and inform future programming

Skills and Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or a related field
• 5+ years of experience in B2B marketing with a strong focus on customer or lifecycle marketing or demand generation with relevant expertise
• Proven ability to develop and execute multi-channel campaigns that drive customer engagement and retention
• Strong analytical skills and experience using data to inform strategy and optimization
• Excellent project management skills with the ability to manage multiple initiatives simultaneously
• Strong cross-functional collaboration and communication skills
• Experience with marketing automation and CRM platforms (e.g., Marketo, Salesforce)
• Familiarity with customer marketing, advocacy programs, and lifecycle frameworks
• Ability to thrive in a fast-paced environment and adapt to evolving priorities

Benefits

• Health Insurance (medical, dental, vision)
• Flexible Spending Accounts
• Life, Short-term and Long-term Disability Insurance (employer paid)
• Health Savings Accounts
• Wellbeing Benefits
• 401K (immediately vested, employer match)
• Paid Time Off (Flexible PTO, holidays)
• Employee Assistance Program
• Summer Flex Fridays