Define the customer marketing playbook to drive self-serve and managed revenue targets and own key metrics such as SMB net revenue retention, managed upsell pipeline, and advocacy-influenced win rates.

• Define the customer marketing playbook to achieve self-serve and managed revenue targets. Own KPIs including SMB net revenue retention, managed customer upsell pipeline, and advocacy-influenced win rates.
• Lead and mentor a four-person team (Lifecycle Marketing Lead, Sr. Customer Campaigns Manager, Sr. Customer Advocacy Manager, and Customer Events Manager).
• Lead the evolution from lifecycle marketing automation to sophisticated AI orchestration with behavior-triggered messaging and chat experiences in partnership with Marketing, Ops, and Product.
• Collaborate with Marketing, Sales and Account Management to execute data-enriched programs such as customer webinars and customer newsletters that educate and update customers.
• Scale advocacy programs to deliver more customer stories, quotes, and proof points, and strengthen the customer referral program to win more deals and improve ratings on third-party sites.
• Lead flagship customer events like the Customer Advisory Board series and new Super Admin meetups to deepen relationships and gather learnings.
• Own annual NPS survey and translate results into product and GTM improvements.
• Partner with Data, RevOps, and R&D to build centralized customer dashboards and enhance experimentation frameworks.