Senior Marketing Manager, Customer

Role Overview

• Design and execute segmented expansion campaigns targeting upsell and cross-sell opportunities by lifecycle stage, product usage, industry, and account tier.
• Partner with Sales and Customer Success to prioritize high-potential accounts and develop coordinated expansion plays.
• Collaborate with Product Marketing to refine bundling strategies, value propositions, and positioning that increase product adoption and penetration.
• Drive measurable expansion pipeline and revenue contribution from marketing-sourced and marketing-influenced programs.
• Architect personalized lifecycle programs leveraging behavioral triggers, product usage signals, intent data, and customer milestones.
• Execute integrated, multi-channel campaigns across email, webinars, in-product messaging, digital, and SDR outreach.
• Partner with Customer Experience and CS to align messaging across onboarding, adoption, renewal, and expansion stages.
• Establish scalable journey frameworks that balance automation with high-value account personalization.
• Work with Customer Success to identify and respond to risk signals (e.g., declining usage, support patterns, executive turnover).
• Develop targeted marketing interventions that support retention and protect recurring revenue.
• Contribute to overall Net Revenue Retention (NRR) strategy and performance.
• Define and track KPIs for customer marketing programs, including expansion pipeline, conversion rates, adoption lift, retention impact, and revenue influence.
• Partner with Marketing Operations to ensure accurate attribution and reporting within Salesforce and Marketo.
• Establish a rigorous test-and-learn framework, continuously optimizing segmentation, messaging, and channel mix.
• Own the strategy and execution for customer reviews across third-party platforms (e.g., G2, TrustRadius).
• Develop campaigns to increase review volume, quality, and category rankings.
• Coordinate cross-functionally to activate advocates and manage review responses in partnership with Product and Customer teams.
• Evaluate and pilot AI-driven approaches to personalization, segmentation, campaign automation, and performance optimization.
• Introduce scalable innovations that increase efficiency while improving relevance and customer engagement.

Requirements

• 5–8 years of experience in B2B SaaS marketing, with a focus on customer marketing, lifecycle, demand generation, or ABM.
• Proven success driving revenue-impacting expansion programs (upsell, cross-sell, retention).
• Demonstrated experience partnering closely with Sales and Customer Success on account prioritization and execution.
• Strong proficiency in behavioral, firmographic, and intent-based targeting.
• Hands-on experience executing integrated, multi-channel campaigns.
• Experience with Salesforce, Marketo, and at least one customer intelligence platform (e.g., Gainsight, Pendo, 6sense).
• Analytical mindset with a strong bias toward experimentation and measurable outcomes.

Benefits

• Generous time off programs
• Medical/dental coverage, retirement (with employer match)
• Parental leave plans for all family types
• Job shadowing programs and one-on-one coaching opportunities
• Tuition reimbursement for continuing education, advanced degrees, and certifications
• Remote-first and flexible work schedule to fit your family's needs
• Monthly stipend to make your home office more comfortable, productive, and successful
• Corporate wellness and personalized preventative mental health care programs
• Summer Fridays (Memorial Day through Labor Day enjoy a 6-hour workday every Friday)