Customer Marketing Manager - B2B SaaS

As a Customer Marketing Manager at Avetta, you will develop and manage strategies that enhance customer engagement, retention, and satisfaction. This includes orchestrating the Customer Advocacy Program, collaborating on customer success stories, and implementing targeted marketing campaigns for customer expansion. Additionally, overseeing customer advisory boards and leading reputation management efforts are key duties.

To be successful as a Customer Marketing Manager at Avetta, candidates should have over 5 years of experience in B2B SaaS marketing, particularly in customer marketing and retention strategies. Familiarity with CRM systems like Salesforce, marketing automation tools like Marketo or HubSpot, and community engagement initiatives is essential. Strong project management and collaboration skills are also needed.

The Customer Marketing Manager plays a significant role in driving customer advocacy at Avetta by leading initiatives such as case studies, testimonials, and referral programs. By effectively sharing customer success stories and facilitating speaking opportunities, the marketing manager amplifies the voices of satisfied clients, thus enhancing Avetta's reputation and impact.

The ideal Customer Marketing Manager at Avetta should have proficiency in various CRM systems, particularly Salesforce, and marketing automation platforms like Marketo and HubSpot. Additionally, experience with online review platforms such as TrustRadius and Capterra will be beneficial for managing customer feedback and reputation.

The Customer Marketing Manager at Avetta has a flexible hybrid work schedule, typically involving three days in the office and two days working from home for those within commuting distance. For candidates residing further away, remote work opportunities may also be available, allowing for a better work-life balance.

When answering this question, focus on specific strategies you've implemented in previous roles. Share examples of how you drove customer engagement and what results you achieved, emphasizing metrics that demonstrate success and growth in customer satisfaction.

Highlight your methodologies for managing customer advocacy programs. Discuss the tools you used to track and measure success and share specific examples of campaigns you initiated that led to increased advocacy and customer testimonials.

When asked this, talk about your process of gathering customer data, interviewing clients, and crafting narratives that showcase impact. Illustrate how these stories aligned with your company’s marketing objectives and contributed to elevated customer trust.

Discuss the key performance indicators (KPIs) that you track to measure the effectiveness of marketing initiatives, such as customer retention rates, engagement metrics, and revenue growth from upsell campaigns. Share examples of how you optimized strategies based on these metrics.

Provide details about a specific campaign, including the goal, strategy, and execution. Highlight the results achieved, using quantitative data to showcase the success of your efforts in enhancing customer retention.

Mention the CRM and marketing automation tools you’re familiar with, such as Salesforce, Marketo, or HubSpot. Explain how you utilize these tools to gather feedback and track online reviews, and share how you use that information to inform marketing strategies.

Emphasize your communication and collaboration skills by providing examples of how you’ve worked with diverse teams. Discuss how you align marketing goals with sales objectives and gather insights from customer success teams to refine your marketing strategies.

Discuss your approach to managing customer advisory boards, including how you select members and what topics are addressed. Highlight the value these boards provide in gathering insights and shaping marketing initiatives to better meet customer needs.

Describe your philosophy on upselling and cross-selling, including how you identify opportunities and tailor messaging to meet the specific needs of existing customers. Share examples of successful initiatives that drove increased sales.

Talk about your project management techniques, including setting timelines, assigning roles, and using tools like Trello or Asana. Highlight how those steps help in keeping marketing initiatives on track and achieving desired outcomes.