Customer Marketing Manager

As a Customer Marketing Manager, you will be responsible for developing and executing strategies that drive engagement, satisfaction, and advocacy among our existing customers and user base. You will work closely with our Customer Success, Sales, and Product teams to create compelling content, deliver impactful campaigns, and drive programs that highlight the value of our solutions and encourage customer retention and expansion.

Key Responsibilities:

1. Customer Engagement Strategy:
• Develop and implement marketing strategies that enhance customer engagement and drive long-term loyalty.
• Identify and prioritize key customer segments to tailor marketing initiatives and campaigns.
2. Content Creation and Management:
• Create and manage high-quality content that resonates with our customers, including case studies, newsletters, webinars, and customer success stories.
• Design and execute marketing campaigns that promote customer retention, upsell opportunities, and advocacy.

Release & New Product Management

• New feature communication: Collaborate with the Product and Customer Success teams to highlight new features, product updates, and best practices.
• Feature Enablement documentation: Work with product managers and technical writers to develop enablement materials and internal enablement regarding new products and features.
1. Customer Advocacy Programs:
• Develop and manage programs that foster customer advocacy, including referral programs, customer advisory boards, and testimonials.
• Identify and nurture customer advocates who can contribute to case studies, reviews, and speaking opportunities.
2. Analytics and Reporting:
• Monitor and analyze the performance of customer marketing campaigns and initiatives.
• Use data and insights to measure success, optimize strategies, and report on key metrics to stakeholders.
3. Cross-functional Collaboration:
• Work closely with Customer Success, Sales, and Product teams to align marketing efforts with customer needs and company objectives.
• Coordinate with the Sales team to identify and act on opportunities for cross-sell and upsell.
4. Customer Feedback and Insights:
• Gather and analyze customer feedback to inform marketing strategies and product development.
• Stay up-to-date with industry trends and customer needs to ensure relevant and impactful marketing initiatives.

Qualifications:

• Bachelor’s degree in Marketing, Business, Communications, or similar experience. 
• 5+ years of experience in customer marketing, product marketing or a related field, preferably in a SaaS environment.
• Proven experience in developing and executing content strategies tailored for customer engagement and retention, including case studies, testimonials, newsletters, and other customer-focused materials
• Proven track record of developing and executing successful marketing campaigns that drive customer engagement and retention.
• Strong understanding of customer journey mapping, segmentation, and personalization techniques.
• Excellent written and verbal communication skills with the ability to create compelling content.
• Proficiency in marketing automation platforms, in-app learning tools, and data analytics tools.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Collaborative mindset with the ability to work effectively across teams and functions.