Sr. Customer Marketing Manager

The Senior Customer Marketing Manager at Zip plays a vital role in shaping customer narratives and enhancing brand perception. With responsibilities that include creating compelling customer stories, overseeing the customer speaker program, and launching the customer referral initiative, this position is crucial for driving customer advocacy and demonstrating ROI. This role also involves cross-functional collaboration to ensure that customer proof is integrated throughout the buyer journey.

Candidates for the Senior Customer Marketing Manager role at Zip should possess 5-8+ years of experience in customer marketing or B2B SaaS marketing. Proven success in developing customer programs that impact brand and revenue, along with strong storytelling skills focused on business outcomes, are essential. A collaborative mindset and the ability to excel in a fast-paced environment are also critical to thrive in this position.

The Senior Customer Marketing Manager at Zip significantly contributes to customer advocacy by creating and managing programs that highlight customer success stories. By embedding these narratives across various marketing channels, collaborating with sales and customer success teams, and launching initiatives like the customer referral program, this role elevates customer voices and showcases their impact, which ultimately fuels growth for the brand.

At Zip, the culture is built on ownership, open communication, and a strong underdog mindset. As a Senior Customer Marketing Manager, you can expect an innovative environment that values diverse perspectives and encourages all employees to contribute ideas. With a focus on collaboration across teams and continuous improvement, Zip fosters a dynamic workplace where employees feel valued and energized to drive change.

The benefits of the Senior Customer Marketing Manager role at Zip are designed to support employee well-being and productivity. Employees enjoy full health, vision, and dental coverage, catered meals in the San Francisco office, flexible PTO, and a 401k plan. Additionally, team-building events and a home office budget further enhance the work experience, making Zip a fantastic place to grow your career.

When answering this question, focus on the specific challenge the customer faced, the solution you provided, and the measurable impact it had on their business. Use data to illustrate results, and explain your role in crafting and presenting that story to stakeholders.

To answer this effectively, discuss your approach to assessing the potential impact of various initiatives on the customer journey and overall business goals. Explain your use of data-driven decision-making to prioritize initiatives based on ROI and customer engagement.

Talk about your experience in building relationships with cross-functional teams, such as having regular check-ins, establishing clear communication channels, and creating joint strategies. Highlight specific tools or platforms that facilitate this collaboration.

Discuss the metrics you track to evaluate success, such as customer engagement rates, referral program participation, or ROI on marketing campaigns. Emphasize how you analyze this data and use insights to refine and improve your strategies.

Describe your method for transforming customer experiences into impactful narratives. Highlight the importance of emphasizing positive outcomes and ROI, and discuss your techniques for making these stories resonate with your target audience.

Share your approach for identifying and nurturing customer advocates. Discuss tactics like personalized outreach, showcasing their success stories, and engaging them in special events. Provide examples of programs you have successfully managed in the past.

Illustrate with a specific example where customer feedback influenced a campaign or marketing direction. Explain how you gathered the feedback, the changes you made, and the positive results that followed.

Outline the key steps such as defining the objectives, determining incentives for customers, creating promotional materials, and establishing metrics to measure success. Highlight the importance of clear communication and customer engagement in the process.

Discuss your strategy for gathering data and input from customers that focuses on tangible results. Highlight how you cross-reference their experiences with business outcomes to create compelling, metrics-driven narratives.

Provide examples of your experience in coordinating speaker engagements and ensuring customer stories are showcased at events. Explain how you select customers, prepare them for presentations, and measure the impact of their involvement on brand perception.