Wrapbook is a smart platform that simplifies production payroll and accounting. They are seeking a Senior Customer Marketing Manager to establish the Customer Marketing function, focusing on customer engagement, lifecycle strategy, and cross-functional collaboration to enhance customer experience and advocacy.
Responsibilities:
- Establish Wrapbook's Customer Marketing practice from the ground up, defining the strategy, priorities, and operational model
- Own the full customer lifecycle from onboarding and adoption through retention and advocacy, developing programs that move customers forward at every stage
- Design and execute community strategies that meaningfully engage Wrapbook's core audiences including finance executives and production accountants
- Build and manage Wrapbook's Customer Advisory Board, cultivating a high-trust forum for strategic feedback and customer partnership
- Design and launch additional community groups focused on Enterprise executives and production accountants
- Partner closely with Product, Product Marketing, Client Operations, and executive leadership to align customer marketing initiatives with business priorities and product initiatives
- Own key customer communication channels, including email and in-product messaging, to guide customers from onboarding through renewal and advocacy
- Develop and maintain a content and messaging strategy that is timely, relevant, and reflective of where each customer is in their journey
- Partner with our customer success AI leader to identify automation and workflow improvements to streamline execution and improve scalability across the customer marketing function
- Lead by example in responsible AI usage in marketing, improving the quality and speed of strategic insight generation
Requirements:
- 7+ years of experience in customer marketing, lifecycle marketing, or a closely related field
- Demonstrated experience building or significantly scaling a customer marketing function
- Strong command of lifecycle marketing strategy, including segmentation, journey mapping, and multi-channel campaign execution
- Hands-on experience with customer communication platforms (email, in-product messaging) and marketing automation tools
- Proven ability to run a Customer Advisory Board or similar structured customer engagement program
- Data-driven mindset with the ability to define success metrics, analyze performance, and iterate quickly
- Experience using AI tools to accelerate research, content production, or customer insight workflows with a genuine curiosity about what's coming next
- Excellent written communication skills and a sharp editorial instinct for what customers actually need to hear
- Collaborative, low-ego, and energized by working in a fast-moving, distributed environment
- Familiarity with the media production, entertainment, or gig economy industries
- Experience marketing to operations-heavy customer personas (e.g., accountants, production coordinators, finance teams)
- Background in community building or customer advocacy program management