Senior Manager, Customer Marketing

Responsibilities

• Drive expansion pipeline
• Own the self-serve-to-Enterprise upgrade marketing motion. Take our current pilot and scale what works into an always-on program while continuing to optimize.
• Build one-to-many expansion programs for Enterprise customers in partnership with Expansion Sales, including cross-sell and upsell plays, targeted nurtures, and sales-ready offers.
• Partner with Campaigns to adapt our major campaigns and launches for customer audiences, so existing customers hear the right story at the right moment.
• Give Expansion Sales the timing, messaging, and assets to act on signals from your programs.
• Localize expansion and lifecycle programs for EMEA customers, adapting messaging, timing, channels, and events to the region (about 15% of your effort).
• Fuel adoption with Customer Success and Product Marketing
• Build lifecycle programs that support CS in getting customers to value: onboarding and feature-adoption email, customer webinars, and launch communications.
• Work with Product Marketing to turn new features into customer-facing campaigns that drive usage.
• Design lifecycle journeys and build them in our marketing automation platform, working with Marketing Ops on complex builds and attribution.

Requirements

• 6+ years in B2B SaaS marketing, with at least 3 years in customer, lifecycle, or expansion marketing.
• A track record of owning an expansion pipeline or revenue number, not just engagement metrics.
• Experience creating a customer marketing plan and executing it end to end, doing the hands-on work yourself.
• Experience partnering with Ops and CS to build customer segments and scores. You understand how product usage, CRM, and CS data combine to target the right accounts at the right moment.
• Experience running advocacy programs: case studies, references, reviews, or advisory boards.
• Credibility with sales and CS leaders, and the ability to turn their input into programs that ship.
• Comfort with data. You can define the metrics, work with Ops on attribution, and explain what's working.
• Strong writing and a feel for what resonates with customers.

Benefits

• Meaningful work with high impact for a well-loved product
• Competitive, market-rate salaries
• Stock options with a 4-year vesting schedule
• Medical, dental, and vision insurance (90% covered for employees and dependents)
• Flexible Spending Account (FSA)
• 401K with profit sharing
• Unlimited paid time off with an expectation of taking 3 weeks annually in addition to 20 company holidays
• Remote-friendly environment with monthly WFH stipend
• Parental leave (primary: 16 weeks; secondary: 12 weeks)
• Short- and long-term disability and life insurance coverage