Responsibilities

• Own the Customer Journey: Map and optimize the post-purchase customer journey, developing targeted marketing programs for onboarding, adoption, renewal, and expansion.
• Drive Expansion Revenue: Partner with Sales and Customer Success to create campaigns that generate qualified pipeline for upsell and cross-sell opportunities.
• Reduce Churn: Develop proactive retention campaigns and communication strategies to identify and nurture at-risk accounts.
• Build the Advocacy Program: Identify, nurture, and mobilize top customers to participate in case studies, webinars, testimonials, speaking engagements, and peer-to-peer reviews (e.g., G2, Capterra).
• Manage the Customer Advisory Board (CAB): Lead the strategy, recruitment, and execution of our CAB to gather valuable product feedback and foster executive-level relationships.
• Foster Community: Launch and manage customer community initiatives (e.g., user groups, exclusive events, forums) to encourage peer-to-peer networking and knowledge sharing.
• Sales & CS Enablement: Create customer-centric collateral, pitch decks, and toolkits that help our customer-facing teams drive deeper product adoption and secure renewals.
• Product Marketing Alignment: Act as a feedback loop between the customer and the Product team, translating user insights into actionable product updates and effective release communications.
• Track ROI: Define and monitor key performance indicators (KPIs) for customer marketing, including Net Revenue Retention (NRR), customer health scores, NPS, and advocacy pipeline.
• Data-Driven Optimization: Analyze campaign performance and customer data to continuously test and improve engagement strategies.

Requirements

• Experience: 7+ years of marketing experience, with a minimum of 3-5 years specifically dedicated to customer marketing, lifecycle marketing, or customer success enablement (preferably in B2B SaaS / your industry).
• Leadership: Proven experience managing programs independently and leading cross-functional initiatives; previous people management experience is a plus.
• Advocacy Expertise: A strong portfolio of customer-driven content (case studies, videos) and experience managing review platforms or advocacy software.
• Technical Proficiency: Deep knowledge of marketing automation platforms (e.g., HubSpot, Marketo), CRM systems (e.g., Salesforce), and customer success tools (e.g., Gainsight).
• Analytical Skills: Strong ability to interpret data, measure campaign ROI, and make data-driven decisions to optimize the customer lifecycle.
• Communication: Exceptional written and verbal communication skills, with a high degree of empathy and the ability to build rapport with C-level executives and end-users alike.

Benefits

• Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!