Responsibilities

• Develop and execute customer marketing programs that increase customer adoption, satisfaction, and retention.
• Analyze customer behavior and product usage data to identify gaps in product adoption.
• Identify and build educational content (e.g. emails, guides, webinars) and enablement programs that increase adoption of key product features.
• Partner with Customer Success on Executive Business Review and renewal-focused content, providing trends, usage insights, and value-story content.
• Partner with Customer Success to build repeatable plays for new product introductions and upsell and cross-sell opportunities.
• Identify expansion-ready accounts using product usage, adoption, and customer health data.
• Build the campaigns and content Customer Success need to convert expansion opportunities into closed-won revenue.
• Run regular reviews with Customer Success to refine plays based on what’s actually converting.
• Build a customer reference and advocacy program so Sales has case studies and referenceable customers to draw on for expansion deals.
• Coordinate retention and expansion initiatives across Marketing, Product, and Customer Success, from planning through execution.

Requirements

• 4+ years of experience in lifecycle marketing, customer marketing, or email marketing, ideally in B2B SaaS.
• Experience partnering cross-functionally to drive measurable retention and expansion revenue.
• Strong experience with marketing, product, and customer success tools (6sense, HubSpot, Salesforce, Gainsight or similar).
• Solid understanding of customer journey mapping, segmentation, and personalization, with a data-driven approach to testing and optimizing campaigns.
• Excellent project management skills, with the ability to work across multiple teams and prioritize competing projects.
• Strong written and verbal communication skills, with the ability to personally write lifecycle content, from email to in-app messaging, that customers read and act on.

Preferred

• Experience building customer education programs, such as webinars, trainings, or enablement content, is a plus.
• Comfortable using AI tools to help scale content production is a plus.

Benefits

• Unlimited paid time off and mental health days
• Health, Dental, and Vision insurance coverage from day one
• 401(k) with company match
• Hybrid office in the heart of Chicago
• External learning budget
• Amazing growth opportunities and more