Responsibilities
- Lead and refine the customer lifecycle marketing approach, pinpointing key moments for upsell, cross-sell, referral, and expansion throughout the customer experience
- Collaborate with Product Line Leaders and Product Marketing to align product objectives with strategies for current customers
- Analyze metrics like ARPP, LTV, adoption, and churn to refine tactics, including setting up measurement systems such as holdout groups to assess incremental impact
- Play a central role in cross-functional planning, advising leadership on product and segment priorities and guiding customer-focused efforts
- Supervise a Customer Marketing Lead, coordinating email, in-app, direct mail, and digital campaigns with Demand Generation, Marketing Growth Operations, and Product Marketing
- Establish a test-and-learn framework across channels and segments, using agile methods and providing regular reports for data-informed decisions and opportunity identification
- Oversee the customer marketing budget and enable customer-facing teams (Sales, Account Management, CX) to use marketing insights and campaigns
- Manage core customer engagement initiatives including Customer Advisory Board, loyalty program, promotional incentives, and referral program to boost retention and advocacy
- Handle the customer communication schedule from start to finish, covering onboarding messages, newsletters, product launch campaigns, and operational updates, ensuring brand consistency
- Oversee the voice-of-customer function, handling research needs, improving feedback tools like NPS and surveys, conducting churned customer outreach, and shaping brand reputation and review strategy
- Lead and collaborate on platform strategy and governance for customer marketing tools (e.g., Customer.io, Marketo), including template development, naming standards, and access control
- Work with Data and Engineering to ensure reliable integrations with Salesforce and the data warehouse, advocating for data cleanliness and resolving issues
- Create dashboards and ad hoc reports, manage audience targeting and list extracts directly in Looker and Hex
Requirements
- 8-10+ years in customer marketing, lifecycle marketing, demand generation, or growth roles within high-growth B2B tech or SaaS, with proven team management and development success
- Experience owning a marketing function or strategic area comprehensively, from planning to execution, reporting, and budget oversight
- Advanced, practical skills with customer engagement platforms like Customer.io or Marketo, including platform management, deliverability, campaign quality assurance, and resolving technical and data issues with Data/Engineering
- Strong analytical abilities, adept at extracting and interpreting data from tools such as Salesforce, Looker, Hex, and Excel/Sheets to inform segmentation and targeting
- Exceptional written and verbal communication skills, capable of conveying strategy clearly to team members and senior leaders
Nice to Have
- Background in SMB B2B marketing approaches
- Experience establishing a customer marketing function from an early or developing stage, not just optimizing existing setups
- Consistently positive demeanor, good sense of humor, and ability to enjoy work
Benefits
- Healthcare coverage
- Dental insurance
- Mental health support services
- Parental planning resources
- Retirement savings plans
- Generous paid time off
