The Senior Customer Marketing Manager will build and lead customer marketing strategy, focused on accelerating expansion across the post-sale lifecycle. This role will design and execute targeted lifecycle and account-based programs that drive cross-sell, upsell, retention, and advocacy.
Requirements
- Design and execute segmented expansion campaigns targeting upsell and cross-sell opportunities by lifecycle stage, product usage, industry, and account tier.
- Partner with Sales and Customer Success to prioritize high-potential accounts and develop coordinated expansion plays.
- Collaborate with Product Marketing to refine bundling strategies, value propositions, and positioning that increase product adoption and penetration.
- Drive measurable expansion pipeline and revenue contribution from marketing-sourced and marketing-influenced programs.
- Architect personalized lifecycle programs leveraging behavioral triggers, product usage signals, intent data, and customer milestones.
- Execute integrated, multi-channel campaigns across email, webinars, in-product messaging, digital, and SDR outreach.
- Partner with Customer Experience and CS to align messaging across onboarding, adoption, renewal, and expansion stages.
- Establish scalable journey frameworks that balance automation with high-value account personalization.
- Work with Customer Success to identify and respond to risk signals (e.g., declining usage, support patterns, executive turnover).
- Develop targeted marketing interventions that support retention and protect recurring revenue.
- Contribute to overall Net Revenue Retention (NRR) strategy and performance.
- Define and track KPIs for customer marketing programs, including expansion pipeline, conversion rates, adoption lift, retention impact, and revenue influence.
- Partner with Marketing Operations to ensure accurate attribution and reporting within Salesforce and Marketo.
- Establish a rigorous test-and-learn framework, continuously optimizing segmentation, messaging, and channel mix.
- Own the strategy and execution for customer reviews across third-party platforms (e.g., G2, TrustRadius).
- Develop campaigns to increase review volume, quality, and category rankings.
- Coordinate cross-functionally to activate advocates and manage review responses in partnership with Product and Customer teams.
- Evaluate and pilot AI-driven approaches to personalization, segmentation, campaign automation, and performance optimization.
- Introduce scalable innovations that increase efficiency while improving relevance and customer engagement.
Benefits
- Generous time off programs
- Medical/dental coverage, retirement (with employer match)
- Parental leave plans for all family types
- Job shadowing programs and one-on-one coaching opportunities
- Tuition reimbursement for continuing education, advanced degrees, and certifications
- Remote-first and flexible work schedule to fit your family's needs
- Monthly stipend to make your home office more comfortable, productive, and successful
- Corporate wellness and personalized preventative mental health care programs
- Summer Fridays (Memorial Day through Labor Day enjoy a 6-hour workday every Friday)
