Responsibilities

• Execute cross-channel customer lifecycle communications (email, in-product messaging, webinars, education/resources, community) that support onboarding, adoption, engagement, renewals, and advocacy, excluding new-logo acquisition.
• Support the mapping and ongoing improvement of customer journeys from onboarding through renewal to ensure a consistent and positive experience.
• Support retention initiatives by helping identify churn risks, assisting with re-engagement programs, and communicating ongoing value to existing customers.
• Expansion Support (Upsell & Cross-Sell)
• Support upsell and cross-sell lifecycle campaigns within the existing customer base by executing targeted messaging and campaigns.
• Collaborate with Sales, Account Management, and Customer Success to assist with expansion-focused communications and customer-facing materials.
• Customer Marketing & Advocacy
• Execute customer marketing programs that support advocacy, including customer references, referrals, testimonials, case studies, reviews, and customer stories.
• Partner with Customer Success and Account Management to identify advocate-ready customers and coordinate outreach and content development.
• Assist in developing customer-facing content (case studies, success stories, quotes, webinars, education materials) that highlights outcomes, value, and ROI.
• Enablement, Insights & Optimization
• Working with Product Marketing, create ad maintain customer-facing and internal materials (one-pagers, decks, email templates, FAQs) that support renewals, expansion, and customer education.
• Use customer insights and performance data (usage trends, NPS/CSAT, support inputs) to help refine messaging, segmentation, and timing.
• Assist with experimentation and performance tracking to improve activation, adoption, engagement, renewals, and expansion outcomes.
• Help maintain dashboards and reports related to lifecycle performance, retention, adoption, and advocacy.
• Team & Day-to-Day Execution
• Contribute as a hands-on team member, balancing independent execution with cross-functional collaboration.