Senior Customer Marketing Manager

Responsibilities

• Own programs that engage the customer journey across onboarding, activation, adoption, engagement, retention, renewal support, and expansion.
• Define customer segments, lifecycle stages, journey maps, messaging, and campaign playbooks.
• Closely partner with the customer enablement team to market customer education, product engagement, onboarding, and lifecycle programs that help customers reach meaningful outcomes through increased adoption and expand their use of Horizon3 solutions.
• Develop proactive marketing programs that compliment retention and re-engagement programs for at-risk or under-engaged accounts using customer health, product usage, support, engagement, and renewal signals.
• Create signal-based upsell and cross-sell campaigns tied to customer needs, product usage, account changes, approaching renewals, and expansion fit. Route qualified opportunities to the appropriate CSMs and account executives.
• Equip Sales and Customer Success with customer-centric messaging, adoption toolkits, executive business review materials, ROI content, playbooks, trigger definitions, and follow-up paths.
• Partner with Product Marketing and Product to translate customer feedback into product communications, release messaging, educational content, and lifecycle campaigns.
• Work with Marketing Operations, Revenue Operations, and Customer Success Operations to improve segmentation, data quality, trigger detection, nurture, automation, attribution, and reporting.
• Build annual and quarterly customer marketing plans, manage budgets and resources, and lead cross-functional execution across Marketing, Sales, Customer Success, Product, and Operations.
• Establish dashboards and operating rhythms that connect lifecycle engagement to adoption, gross revenue retention, net revenue retention, renewal health, expansion pipeline, and influenced revenue.

Requirements

• 7 or more years of marketing experience, including 3 or more years in customer marketing, lifecycle marketing, customer success enablement, product marketing, or a related discipline.
• Experience building customer journeys and lifecycle programs across onboarding, activation, adoption, retention, renewal, and expansion.
• A track record of creating programs that improve product adoption, customer engagement, renewal outcomes, or expansion pipeline.
• Experience developing trigger-based or signal-based campaigns tied to customer health, product usage, account activity, or renewal timing.
• Experience partnering with Sales, Customer Success, Product Marketing, Product, Revenue Operations, and Marketing Operations.
• Strong understanding of B2B SaaS or cybersecurity buying cycles, customer stakeholders, and complex account environments.
• Strong analytical and operational skills, including the ability to connect campaign performance and customer behavior to business outcomes.
• Excellent project management skills and the ability to manage multiple priorities in a fast-moving environment.
• Experience managing budgets, agencies, contractors, or cross-functional workstreams.

Benefits

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.
• Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.