Manager, Customer Marketing

What Are We Looking For? 

We are seeking an experienced and strategic Manager, Customer Marketing to scale our customer marketing function across our headless CMS and adjacent digital experience products. You'll shape how enterprise customers engage with our brand, products, and community, transforming our customer base into a powerful ecosystem of digital experience innovators, champions, and business growth drivers. You'll set the vision for how we turn customer relationships into business value, leading marketing programs that drive engagement, advocacy, retention, and expansion revenue.

As a key leader within the integrated marketing team, you'll build deep expertise in our customers’ stories, use-cases, challenges, and communication preferences, and execute programs that support, refine, and reimagine all of these. The ideal candidate has experience working with customer bases spanning technical, business, operations audiences at every level (executive, senior, practitioner/developer), a proven ability to learn and communicate about highly technical products to all of these audiences, and strong analytical chops that will help us turn a loyal and happy customer base into a predictable, scalable advocacy, retention, and expansion engine. You’ll be excited to collaborate with our world-class campaign, product marketing, and growth marketing teams to create customer programs that deliver measurable results. 

Here’s what you’ll be doing:

• Define and execute the strategic vision for customer marketing.
• Develop our tone of voice for customer communications.
• Post our recent acquisition, bring customers from both sides into the fold and create one unified customer community and experience.
• Drive our customer speaker program, providing 1:1 coaching, storytelling frameworks, and presentation support to help customers confidently share their success stories.
• Elevate our two flagship customer events through securing the best customer stories and bringing them to life.
• Own executive relationships with key customer champions, and develop new ones.
• Develop and own key customer marketing channels such as email, web, user groups, and webinars.
• Lead the creation of a data-driven approach to tracking, predicting, and scaling customer advocacy.
• Design and scale high-impact in-person event programs including our executive Customer Advisory Board, user groups, and VIP events that foster community and accelerate product adoption.
• Empower the customer success team to become trusted advisors with best practices content, benchmarking programs, developing success metrics and KPIs for our product, and opportunities to engage further through customer marketing programming throughout the year.
• Work cross functionally with lifecycle marketing, customer success, sales, and marketing operations to set the strategy on campaigns, target audiences, messaging, campaign effectiveness, and follow-up processes.
• Contribute to the development of expansion playbooks that drive cross-sell and upsell across our product portfolio.
• Work with our developer relations team and technical audience marketer to support developer community-building and communications.
• Some travel may be required.

What Really Gets Us Excited About You? 

• Bachelor’s degree in Marketing, Advertising, Media Studies, or a related field.
• 6-10 years of experience in delivering world-class customer marketing strategy and execution, with a focus on data-driven customer programming.
• Proven experience building customer marketing programs and can speak to the growth results.
• Experienced in distilling insights from customer data to inform customer marketing strategy.
• Proficient in customer storytelling beyond the standard “case study”.
• An expert in building and maintaining relationships with customers, and enabling them to become brand ambassadors.
• Strong team management skills with the ability to drive a visionary approach in a high-paced environment.
• Exceptional collaboration and communication skills.
• Experience in Product-Led Growth (PLG) - Preferred.
• Experience with communicating to customers of: Content Management System (CMS), Customer Data Platforms (CDP), or Personalization software - Preferred.
• Some travel may be required.

Base salary for this role ranges between $120,000 and $135,000 based on skills and experience.