Responsibilities

• Build and execute customer lifecycle marketing programs — adoption, education, retention, advocacy, and expansion — across global customer segments, using segmentation strategies based on persona, industry, region, product adoption, customer maturity, health, and usage signals
• Partner with Product, Product Marketing, and Sales to build cross-sell/upsell campaigns and new product/feature launch and adoption programs, ensuring customers understand and realize the value of new capabilities
• Own the customer communications strategy and editorial calendar, including newsletters, product updates, and webinars
• Lead planning and execution of the flagship UNITE Customer Summit and regional customer events, partnering cross-functionally to drive education, networking, and advocacy
• Partner with Customer Success and Product to translate customer feedback into engagement opportunities and marketing strategy
• Build and scale a customer advocacy program, including references, case studies, testimonials, G2/Gartner Peer Insights reviews, speaking opportunities, and customer advisory initiatives
• Develop and execute campaigns, webinars, and engagement programs to grow participation in ProcessUnity's Global Risk Exchange, increasing third-party enrollment and network value for customers
• Define and report on customer marketing KPIs (engagement, advocacy, event participation, retention, expansion, campaign performance), and track marketing-sourced/influenced pipeline and expansion revenue to optimize programs and demonstrate business impact
• Collaborate closely with Demand Generation, Product Marketing, Partner Marketing, Customer Success, and Sales — including regional teams — to ensure consistent messaging and coordinated, localized customer experiences
• Manage the customer marketing budget to maximize program effectiveness and ROI

Requirements

• 7+ years of experience in customer marketing, lifecycle marketing, growth marketing, or customer engagement within a B2B SaaS organization
• Bachelor's degree in Marketing, Business, Communications, or a related field, or equivalent professional experience
• Proven success building customer marketing programs that improve customer engagement, product adoption, retention, advocacy, and expansion
• Experience partnering closely with Customer Success, Sales, Product, Product Marketing, and Marketing Operations
• Strong understanding of customer lifecycle marketing, customer segmentation, journey orchestration, marketing automation, and customer communications
• Experience using customer data, product analytics, customer health metrics, and lifecycle insights to create personalized customer experiences
• Demonstrated success planning and delivering customer conferences, executive events, user groups, and advocacy programs that drive customer engagement and loyalty
• Experience with Marketo, Salesforce, 6sense, ON24, or similar marketing technology platforms to execute and optimize customer marketing programs
• Strong analytical mindset with experience measuring campaign performance and translating customer data into actionable insights
• Excellent project management and cross-functional collaboration skills