Senior Manager, Customer Marketing & Advocacy

Accountabilities

• Owes the strategy and execution of customer marketing initiatives designed to increase engagement, strengthen relationships, and turn customers into advocates.
• Pairs with cross-functional teams to create relevant communications, gather insights, and improve the overall customer experience.
• Develops and leads customer marketing strategies focused on adoption, retention, expansion, advocacy, and customer satisfaction.
• Builds customer lifecycle programs across onboarding, adoption, renewals, product launches, migrations, and key customer milestones.
• Creates segmented customer communications based on audience, lifecycle stage, product usage, customer needs, and engagement levels.
• Manages customer communication calendars in collaboration with Product, Customer Success, Sales, Marketing, and Events teams.
• Develops customer-facing content including case studies, testimonials, newsletters, webinars, product guides, educational resources, and success stories.
• Led customer education initiatives, workshops, enablement campaigns, and programs that help customers maximize value.
• Builds and scales advocacy programs including customer references, reviews, speaking opportunities, peer communities, and champion networks.
• Partners with internal teams to identify customer health signals, expansion opportunities, renewal needs, and advocacy opportunities.
• Manages Voice of Customer programs, including surveys, interviews, advisory boards, and feedback initiatives.
• Translates customer insights into recommendations that support product strategy, messaging, positioning, and go-to-market activities.
• Measures and reports on customer marketing performance, including engagement, adoption, advocacy, retention impact, and campaign effectiveness.
• Leverages AI-powered tools to improve segmentation, personalization, content creation, insights, and marketing efficiency.

Requirements

• Combines customer marketing expertise, strong storytelling abilities, and experience building programs that improve engagement and business outcomes.
• Comfortable collaborating across teams, analyzing customer data, and managing multiple strategic initiatives.
• Strong writing, storytelling, editing, and communication skills with the ability to create compelling customer narratives.
• Experience developing customer stories, webinars, lifecycle campaigns, newsletters, educational content, and advocacy initiatives.
• Ability to use customer data, engagement metrics, and customer health indicators to guide strategy and optimize programs.
• Strong project management skills with the ability to manage multiple stakeholders, priorities, and deadlines.
• Collaborative and customer-focused mindset with the ability to work effectively across Product, Sales, Marketing, Customer Success, and Events teams.
• Familiarity with CRM, marketing automation, webinar, community, review management, customer engagement, and AI-powered marketing tools.
• Experience in higher education, advancement, enrollment, student success, alumni engagement, fundraising, or education technology is strongly preferred.

Benefits

• Competitive salary range of approximately $81,000-$121,000 depending on experience and qualifications.
• Fully remote work environment with flexibility and autonomy.
• Opportunity to influence customer experience strategy and build impactful marketing programs.
• Collaborative culture working closely with cross-functional teams.
• Chance to develop customer advocacy initiatives and create meaningful community connections.
• Opportunity to use modern marketing technologies, including AI-powered tools.
• Full-time benefits package and employee support programs.