Customer Marketing Manager, Retention & Advocacy

Responsibilities

• Own and deliver US customer retention programmes that reduce churn risk and reinforce long-term value.
• Lead customer advocacy activity in the US, securing testimonials, case studies and third-party reviews in partnership with Sales, Product and Customer Success teams.
• Own US-specific migration communications, including planning, sequencing, QA, live delivery and performance monitoring.
• Act as the single point of accountability for assigned customer journeys, managing accuracy, compliance sensitivity, timing and escalation.
• Work closely with UK-based Customer Marketing colleagues to adapt established frameworks for the US market.
• Coordinate cross-functionally with Product, Renewals, Support, Professional Services and Marketing Operations.
• Analyse programme performance and use insight to continuously optimise engagement and retention.
• Ensure all customer communications meet IRIS brand, legal and compliance standards.
• Share customer insight from the US market to inform product and marketing strategy.

Requirements

• Proven experience (typically 5+ years) in customer marketing, lifecycle marketing or customer communications.
• Demonstrated experience delivering retention, advocacy or migration/change programmes.
• Strong stakeholder management and cross-functional coordination skills.
• Excellent written communication skills with the ability to explain complex topics clearly.
• Comfortable working autonomously in a remote and/or global reporting structure.
• Experience with marketing automation, reporting and project management tools (e.g. Marketo, Salesforce, Knak, Asana).
• High attention to detail and sound judgement in compliance-sensitive environments.