Product Marketing Manager - Customer Lifecycle

As a Product Marketing Manager - Customer Lifecycle at Taktile, you'll primarily focus on driving customer adoption, engagement, retention, and advocacy for our platform. Your responsibilities include gathering customer insights, enabling our customer success teams with impactful product messaging, developing scalable content, analyzing customer journeys for expansion opportunities, and managing testimonials and case studies to showcase our product's benefits.

To be considered for the Product Marketing Manager - Customer Lifecycle position at Taktile, ideally, you should have 4-7 years of professional experience in product marketing within a B2B SaaS environment. Experience in the Fintech or finance sectors is a plus. A strong ability to collaborate with customer-facing teams and excellent strategic thinking skills will be advantageous.

Taktile is committed to your professional growth as a Product Marketing Manager. We offer access to a self-development budget that you can use for conferences, classes, or books. Furthermore, you’ll receive top-notch coaching and mentorship to help you become an expert in product marketing while working alongside experienced leaders in the tech industry.

A typical day for a Product Marketing Manager - Customer Lifecycle at Taktile involves collaborating with teams to refine product messaging, analyzing customer feedback, and developing engaging content such as tutorials or help documentation. You'll also participate in strategy sessions to improve customer engagement and track the metrics that measure the success of our campaigns, ensuring that our customers are getting the most value from our platform.

While the Product Marketing Manager role at Taktile involves in-person collaboration in our downtown Manhattan office on Tuesdays and Thursdays, we're supportive of flexible work arrangements. You'll have the opportunity to set up a meaningful home office environment, balancing remote work with onsite presence to foster teamwork and creativity.

When developing a customer onboarding campaign, I would start by gathering data on user behavior and feedback to understand common pain points. Then, I would create targeted onboarding content tailored to different user segments, ensuring it’s engaging and educational. Collaborating with customer success teams, I’d implement a feedback loop to refine the onboarding experience over time.

In my previous role, I analyzed user data and discovered a lag in feature usage. I then developed targeted email campaigns and webinars highlighting the benefits of those features, which resulted in a 30% increase in adoption rates within three months. I believe in leveraging customer education tailored to user needs to drive adoption.

I prioritize tasks by aligning them with business goals and customer needs. I utilize a scoring system based on urgency and impact, ensuring that high-impact initiatives that drive customer engagement and retention are addressed first. Regular check-ins with stakeholders also help keep priorities aligned and allow for flexibility as projects evolve.

To gather customer insights, I would implement a multi-channel approach, combining surveys, interview sessions, and data analysis of user interactions. Tools like Net Promoter Score (NPS) surveys can offer direct feedback, alongside usability testing sessions to gain in-depth understanding of how customers perceive our product and its positioning in the market.

Measuring the success of a product marketing initiative involves tracking KPIs such as adoption rates, customer engagement levels, and feedback scores post-launch. I also evaluate qualitative data through user interviews and surveys, which helps me assess long-term impacts on customer satisfaction and retention, allowing for continuous optimization of our marketing strategies.

Collaboration is integral to my approach in product marketing. Working closely with cross-functional teams such as sales, customer success, and product development ensures that messaging is aligned and reflects the true value of the product. Regular team meetings and using collaborative tools also facilitate the sharing of insights and strategies, fostering a cohesive work environment.

Handling negative feedback begins with active listening to understand the specific issues presented. I consider each piece of feedback an opportunity for improvement, sharing it with relevant teams to address concerns systematically. Communicating transparently with customers about how we’re working to resolve issues fosters trust and demonstrates that we value their input.

I have experience in crafting various marketing content types, including blog posts, whitepapers, and customer case studies. I focus on storytelling to showcase real-world applications of the product and results achieved by customers. This approach not only engages readers but also reinforces the credibility of the product by sharing authentic success stories.

I would begin by defining clear goals for the research project, such as understanding customer pain points and preferences. Next, I would choose a mix of qualitative and quantitative methods, such as surveys and focus groups, to gather a comprehensive view. Analyzing the data would help me identify trends and insights that can inform our product positioning strategy effectively.

My approach involves creating structured training materials that outline key product features and benefits, supplemented with real-life case studies. Interactive training sessions that allow for role-playing scenarios enhance engagement, ensuring that customer success teams can effectively convey the product's value to our customers and handle inquiries with confidence.