Customer Marketing Manager

Full-Time / Marketing / Boston, MA


It’s never been more important to create strategic relationships between customers and the companies that serve them to ensure that customers are recognizing value from their investments, adopting new functionality, and serving as an advocate for the company. The Customer Marketing Manager at is responsible for defining, executing, analyzing and managing the post-sale customer journey with a maniacal focus on driving customer engagement, increasing customer value realization, reducing customer churn and improving advocacy. This person is a strategic partner to every department, thinking long-term and is responsible for developing cross-functional strategies that impact product development, customer success, and marketing. This strategic role is charged with helping maintain (and continue to gain) a competitive edge in the market. The right candidate will have skills that span from strategic market and data analysis to creating engaging marketing and adoption programs and motivating customer advocates. This person builds strong relationships with customers through engaging marketing campaigns, creates value realization programs that span the entire organization, and builds a community of fanatic advocates. While this person needs to work independently, they know how to collaborate with other departments to create a great customer experience and achieve business goals. This is the right role for a natural storyteller and full-stack marketer who is excited by the prospect of owning everything from customer analytics to program execution.

What You Will Do:

  • Build specific programs -- including messaging, content strategy and development, across a variety of channels (direct email, in-product Marketing, etc.) -- measured by increased net retention. 
  • Identify, develop and/or manage the creation of a variety of content types – written, videos, presentations, etc. – as needed to fuel business and marketing success.
  • Develop data-driven analyses of customer sentiment to determine where to focus to have the most impact on customer lifetime value.
  • Map and manage the customer journey, aligning measurable marketing efforts to drive adoption and value realization.
  • Connect with customers to ensure continued value and success throughout the relationship lifecycle.
  • Capture customer feedback in a meaningful and quantifiable fashion, using it to inform product roadmap development, sales strategy and customer success programs.
  • Play a lead role in developing a user Community.
  • Your Experience:

  • Bachelor's degree in marketing, business, or communications. MBA is strongly preferred.
  • 5-10 years of enterprise marketing experience; strong preference for SaaS and B2B experience.
  • Customer marketing and/or Product Marketing experience is strongly preferred.
  • Experience with Digital and/or Demand Generation is a big plus.
  • Data-driven marketing approach -- analyzing data, deriving insights and designing appropriate actions --along with the ability to grasp and translate technical capabilities into business benefits.
  • Experience in developing customer messaging and translating complex technology to compelling stories.
  • Experience creating and executing marketing campaigns and programs that drive measurable customer engagement and advocacy.
  • Experience with marketing automation, in particular Marketo, a plus.
  • Ability to work effectively and collaborate with internal cross-functional teams and external customers to drive results.
  • Strong customer focus and business orientation, with ability to engage senior executives through professional communications.
  • Strong analytical skills combined with an attention to detail.
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