Manager, Customer Marketing

Title:  Manager, Customer Marketing   

Date:  2.2023

Function: Marketing

Reports to: Chief Marketing Officer

Position Summary:

As the Senior Customer Marketing Manager, you will be responsible for developing and executing marketing programs to engage, retain, and expand our customer base for our software products – OnBoard and eScribe.  OnBoard is the marketing leading board management platform for organizations of any type (for-profit and not-for-profit) globally. eScribe is a public meeting engagement and management solution for municipalities in the US and Canada. You will collaborate with cross-functional teams including product marketing, demand generation, customer success, and sales to drive customer engagement, advocacy, and loyalty. You will also develop customer marketing content that educates and inspires our customers to use our software to its fullest potential. 

The ideal candidate will live in the Eastern or Central time zone. 

Key Responsibilities:

• Develop and execute customer marketing programs to increase retention, engagement, and upsell/cross-sell opportunities.
• Build a customer advocacy program, including identifying and nurturing relationships with key customer advocates.
• Develop and manage a customer reference program to support sales and marketing efforts.
• Develop customer success stories and case studies that highlight the value of our software to our customers.
• Work with the product marketing team to develop targeted messaging and campaigns to address specific customer needs.
• Develop and execute customer webinars, workshops, and other educational events to promote customer engagement.
• Develop customer onboarding and training programs to ensure that customers are successful and engaged with our software.
• Analyze and report on customer engagement and retention metrics to the executive team and make recommendations for improvement.
• This role will manage one customer marketing manager with the expectation the group will grow in the next 12-24 months.

Skills and Experience Needed:

• Bachelor's degree in marketing, business, or a related field.
• 5-7 years of experience in customer marketing, product marketing, or related fields
• Experience in SaaS, preferably in a B2B environment
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate across teams and build strong relationships with customers.
• Analytical skills with the ability to interpret data and make data-driven decisions.
• Creative mindset with the ability to develop engaging customer marketing content.

Competencies: 

Accountability                           Creating an Inclusive Environment          Initiating Action

Adaptability                              Customer Focus                                    Managing Conflict

Building Partnerships                 Dealing w/Ambiguity                             Decision Making

Business Acumen                      Driving for Results                                 Technical/Professional Knowledge/Skills

Collaboration