Customer Marketing Manager (Retention & Expansion)

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Requirements:

• 5+ years of experience in customer marketing, lifecycle marketing, or retention marketing—preferably in B2B SaaS.
• Proven success driving retention and expansion programs with measurable business impact.
• Strong analytical skills with experience leveraging data, AI, and automation to drive engagement and revenue growth.
• Hands-on experience with marketing automation platforms (Pardot, 6sense) and CRM tools (Salesforce).
• Excellent storytelling and messaging skills, with a knack for making complex concepts simple and compelling.
• Comfortable working cross-functionally and influencing teams in a fast-paced, high-growth environment.

Responsibilities:

• Develop and execute high-impact customer marketing programs that increase retention, deepen customer relationships, and drive expansion.
• Own and optimize the customer lifecycle journey, identifying key touchpoints to improve adoption, reduce churn, and create expansion opportunities.
• Partner with our ABM team to align customer marketing with account-based strategies, ensuring personalized and data-driven engagement.
• Leverage white space analysis to identify new revenue opportunities within our 800+ customer base.
• Design and execute segmented cross-sell and upsell campaigns, helping customers discover additional value from our products.
• Create messaging frameworks and enable Sales & Customer Success teams with the right content, insights, and tools to drive expansion.
• Work closely with Sales, Customer Success, and the ABM team to ensure a seamless, aligned approach to customer engagement and growth.
• Align customer marketing initiatives with events, webinars, and community programs to deepen engagement and accelerate pipeline.
• Collaborate with the Customer Advocacy Lead to ensure that marketing efforts reinforce advocacy initiatives, such as success stories and customer engagement—without directly managing reference programs, case studies, or peer reviews.
• Leverage AI-powered marketing tools and automation to scale personalized engagement and predict customer needs.
• Use CRM (Salesforce), marketing automation (Pardot, 6sense), and analytics tools to execute and optimize campaigns.
• Track, measure, and analyze customer marketing KPIs, providing insights to continuously refine strategies.
• Use A/B testing and customer segmentation to optimize email, in-product messaging, and multi-channel engagement efforts.