Senior Customer Marketing Manager

Level Access is a company focused on digital accessibility, and they are seeking a Senior Customer Marketing Manager to lead the strategy and execution that transforms customers into advocates. This role involves collaborating with various teams to enhance customer relationships and drive product adoption, retention, and expansion.

Responsibilities:

• Develop and run lifecycle programs that drive onboarding, adoption, renewal, and expansion
• Create persona-based nurture campaigns for Accessibility, Product, Design, and Engineering leaders
• Partner with Customer Success to deliver communications that celebrate milestones and reinforce value
• Build and manage a scalable customer storytelling and advocacy program ; case studies, testimonials and customer features
• Identify and activate customer champions for campaigns, events, and PR
• Integrate real customer stories into global campaigns
• Lead customer communications including newsletters, learning content and event invitations
• Partner with teams to grow the customer community through webinars, user groups and roundtables
• Encourage ongoing dialogue and feedback to improve engagement and retention
• Define KPIs for adoption, engagement, advocacy, and expansion - reporting progress regularly
• Use customer data and insights to guide messaging, content, and campaign strategy
• Collaborate with Marketing and Rev Ops to connect customer marketing to pipeline and revenue impact

Requirements:

• 5+ years' experience managing customer or lifecycle marketing, ideally in B2B SaaS
• Proven ability to build advocacy and storytelling programs
• Strong cross-functional collaboration and project management skills
• Excellent storytelling and writing ability
• Data-driven mindset with familiarity using HubSpot, Salesforce, Gainsight or equivalent
• Passion for accessibility, inclusion, and customer experience