Customer Marketing Manager

What You Will Do

• Design, execute, and optimize multi-channel customer marketing programs to drive customer expansion, product adoption, feature usage, retention, and overall customer lifetime value
• Own the customer advocacy strategy, including development and execution of case studies, customer stories, and speaker programs across key segments, increasing the volume and impact of customer-led content
• Build and scale programs that activate customers as advocates, including referrals, reviews, and participation in local hospitality associations and industry groups, generating customer-driven pipeline
• Manage and optimize Tripleseat’s presence on G2 and similar review platforms, improving review volume, content quality, and overall visibility
• Reinvigorate and scale customer referral programs to drive high-quality pipeline and customer-led growth
• Partner with Product Marketing to develop messaging and campaigns that reinforce Tripleseat’s position as a comprehensive event management platform and increase feature adoption
• Own the customer communications strategy, including the customer newsletter, driving engagement and program participation in collaboration with Product, Customer Success, and Account Management
• Analyze and report on program performance, using data-driven insights to continuously improve engagement, retention, and advocacy outcomes

What Success Looks Like

• Improvements in product adoption, feature usage, and overall customer engagement
• Contribution to retention and expansion, including impact on churn reduction and customer lifetime value
• Growth in customer-driven pipeline through referrals, reviews, and advocacy programs
• Increased output and effectiveness of customer stories, case studies, and advocacy participation
• Improved performance and visibility of review platforms (e.g., G2)
• Strong engagement with customer communications and marketing programs

What You Bring

• 5–7 years of experience in B2B SaaS marketing, with a strong focus on customer marketing, lifecycle marketing, or retention programs
• Proven track record of driving customer engagement, product adoption, retention, and advocacy outcomes
• Experience building and scaling customer advocacy programs (case studies, referrals, reviews, or industry participation)
• Strong cross-functional collaboration skills, with experience working closely with Customer Success, Sales/Account Management, Product Marketing, and Content/Creative teams
• Hands-on experience with tools such as ChurnZero, Salesforce, Outreach, and HubSpot
• Data-driven mindset with the ability to measure program performance and translate insights into action
• Excellent communication and storytelling skills, with experience developing customer-facing content
• Experience in hospitality tech or vertical SaaS is a plus

Pay

Salary: $90,000.00 to $110,000.00 annually. Compensation is based on a variety of factors including relevant experience, skill set, and geographic location, in alignment with our internal compensation framework.

Benefits

• Competitive Medical, Dental, and Vision Insurance
• Company Paid Life Insurance, Short- and Long-Term Disability Plans
• Supplemental Insurance Options
• Commuter Benefits
• 401(k) with Company Match
• Parenthood Leave
• Flexible Paid Time Off
• LinkedIn Learning Access
• Pet Insurance
• Employee Discount Programs