Principal Customer Marketing Manager

Your opportunity

The Customer Marketing team brings the heart and soul of New Relic to life by putting our customers' voice at the center of everything we do as a company.

The Customer Marketing team is looking for a senior customer marketing professional to join the team to drive customer advocacy activities with some of our most strategic customers, with a focus on decision makers. This individual will develop relationships with customers and customer-facing employees to uncover, build, and promote inspiring stories that bring value and outstanding differentiators.

The ideal candidate will build trusted relationships directly with customers, including IT executives, to capture a 360 view of customer success. The role requires a strategic thinker who will interview customers to learn about their detailed, sophisticated use cases, and how New Relic helps solve those challenges to achieve their business objectives and results.

This person will also develop and execute New Relic's executive briefing strategy from the ground up. They'll design exceptional customer experiences while delivering high-impact briefings to our customers to help close sales opportunities.

The Principal Customer Marketing Manager will also lead New Relic's Customer Advisory Board (CAB) program, a critical component of our customer feedback loop, providing valuable insights for New Relic's leadership. This person will be responsible for cultivating, developing and maintaining our existing Customer Advisory Board.

In this highly cross-functional role, this person will thrive on building processes, partner with various internal stakeholders and rigor with a heavy dose of creativity-likes to work with all the crayon colors! This person must have a deep customer compassion that aligns to the philosophy that customers are the heroes of our narratives and see the value of centering the human element of storytelling and the business impact that bold individuals can have inside of complex technology environments.

What you'll do

• Build strategic and integrated joint marketing partnerships with our global accounts, executives, and technical users to capture impactful customer success stories for use by marketing, sales and field teams.
• Effectively work cross-functionally across the business to identify, align, and promote customer marketing needs and solve for process, efficiency and scale.
• Build, promote, and actively lead the planning and development of all forms of customer content, including: case studies, infographics, slide decks, media opportunities, speaking engagements, analyst interviews.
• Develop and execute New Relic's Executive Briefing strategy, which will include defining new processes, creating awareness and measuring success
• Conduct 3-4 large Customer Advisory Board events per year to collect feedback on New Relic's company direction, products and customer engagements
• Collaborate closely with internal stakeholders to develop agendas, content and the appropriate presenters as needed, to deliver impactful Executive Briefings and CAB meetings that deliver insight and drive business value
• Track and deliver insights and data from Executive Briefings and CAB meetings to internal stakeholders including Sales, Product and Marketing teams and executives.
• Oversee schedule for Executive Briefings and CAB meetings and drive all logistics and event coordination
• Manage the Executive Briefing and CAB budget
• Own flawless execution, track and measure customer success, and report weekly metrics.
• Maintain regular internal communications to keep employees abreast of new and updated customer marketing content and activities.
• Lead the editorial process of story creation, and ensure alignment to our value selling and solution selling models.
• Define key objectives for success and measure overall performance against these objectives
• Build and maintain strong relationships with a diverse set of internal and external constituencies

This role requires

• 8+ years relevant work experience preferably with a professional IT services company or SaaS software provider in customer facing roles in Marketing or Customer Success
• Experience in conducting interviews with B2B technology buyers and users; with ability to clearly communicate technical content and product use cases.
• Proven capability of interacting with senior executives and C-Level customers
• Experience in content marketing, customer marketing programs, product or technical marketing, developer relations and/or communications in a fast-paced, highly technical environment.
• Excellent storytelling skills including preparing advance briefing materials, interviewing and editing, publishing content in multiple formats.
• Experience developing and managing Executive Briefing Center and CAB programs
• Strong interpersonal, verbal and written communication skills.
• Experience in meeting facilitation and presentation delivery
• Strong event management and customer success background
• Commitment to customer satisfaction & attention to detail
• Ability to foster strong relationships with internal and external partners
• Experience successfully managing large, complex, global customer engagements to completion and customer satisfaction
• Bachelor's Degree or equivalent from a top university