Own the strategy, creation, and deployment of customer‑facing communications across onboarding, usage, engagement, retention, and renewal phases.
Manage all transactional and service‑based email programs in partnership with Product, Support, and Marketing.
Develop messaging frameworks ensuring brand voice consistency across all touchpoints.
Analyze performance of communications (open rates, click‑through, engagement, conversion) and continuously optimize.
Oversee the build, QA, and launch of triggered emails, recurring campaigns, and automated workflows.
Partner with CRM/marketing automation teams to implement segmentation and personalization.
Maintain content calendars, stakeholder reviews, and approval processes.
Own end‑to‑end translation workflows for customer communications, ensuring timely, accurate, and culturally relevant localization.
Manage translation terminology guides, and glossaries.
Partner with regional teams to validate localized content quality.
Work closely with Customer Support, Success, Sales, Product, Marketing, and Legal to ensure message accuracy and compliance.
Serve as the internal subject matter expert for customer lifecycle communications.
Contribute to customer journey mapping and identification of communication gaps or opportunities.
Establish communication standards, templates, and best practices.
Ensure accessibility, compliance, and regulatory requirements (GDPR, etc.) are met.

5–7+ years in customer communications, lifecycle marketing, content operations, or localization.
Experience managing large volumes of transactional messaging and automated workflows.
Strong writing, editing, and content strategy skills.
Hands‑on experience with email/marketing automation platforms.
Experience managing translation vendors or localization programs.
Excellent project management and stakeholder communication skills.

Competitive compensation including stock-based options
Flexible PTO and paid holidays
401(k) with employer matching
Comprehensive Health insurance package including 100% employer-paid medical coverage
Up to 12 weeks of Parental Leave
Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings
Open door policy and business casual dress code

Customer Communications Manager

Key skills