Senior Customer Marketing Manager

Role Overview

• own the strategy and execution that activates existing customers driving product adoption
• deepen platform usage
• fuel retention and expansion
• partner closely with Customer Success, Product Marketing, Demand Generation, and Revenue Operations to build the customer campaign programmes
• develop lifecycle communications and storytelling initiatives that strengthen relationships across the customer journey
• plan, build, and run integrated customer campaigns across email, digital, events, and in-platform channels
• own the end-to-end customer campaign lifecycle and calendar — including prioritisation, launch planning, execution, and post-campaign optimisation
• activate customers across product launches and GTM plays through targeted programs that drive awareness, trial, and adoption
• plan and brief customer email programs (Gainsight and HubSpot)
• partner with CX and MOPs on segmentation, suppression, and handoff processes
• develop persona-based campaign tracks for key audiences
• own post-event and webinar follow-up, including attendee engagement, on-demand promotion, and SDR handoff
• define and implement campaign performance measurement — tracking adoption, engagement, pipeline influence, and retention impact
• build and scale customer advocacy and storytelling programmes, including case studies, champions, and customer-led content
• identify and activate customer voices for webinars, events, and PR
• partner with Product Marketing to embed customer proof points into demand generation and sales content
• define and scale the customer marketing operating model, including campaign intake, briefing, execution, and reporting
• establish KPIs, reporting frameworks, and playbooks to enable repeatable, scalable campaign execution
• build strong cross-functional partnerships with CX, Product Marketing, and MOPs, with clear processes for collaboration.

Requirements

• 5+ years of experience in customer marketing, lifecycle marketing, or campaign management in B2B SaaS
• with a track record of building and executing programmes, not just running them
• Experience managing or planning customer events
• virtual conferences, webinars, or in-person programmes
• Commercially minded and data-driven
• you connect campaign activity to retention and pipeline outcomes, not just engagement metrics
• Strong cross-functional skills
• you know how to work with CX, MOPs, design, and sales teams and get things done through influence as much as authority
• Excellent writing and communication skills
• you can write customer-facing copy, internal briefs, and executive updates with equal confidence
• Familiarity with HubSpot, Gainsight, and Salesforce
• Passion for accessibility, inclusion, and customer experience.

Benefits

• a competitive benefits package
• including bonus opportunities
• generous paid time off
• paid holidays
• range of programs designed to support employee well-being and work-life balance.