Customer Marketing Manager

Time Doctor is a workforce analytics platform that provides AI-powered insights into work processes. The Customer Marketing Manager will own the post-sale marketing function, focusing on customer engagement, retention, and advocacy to drive growth and success for existing customers.

Responsibilities:

• Own post-sale marketing programs that drive engagement, product adoption, and retention across the customer base
• Develop lifecycle campaigns tied to key customer milestones — onboarding, feature adoption, renewal windows, and expansion triggers
• Use customer data and product usage signals to segment the base and deliver relevant, timely communications
• Partner with Customer Success to identify at-risk accounts and support proactive retention efforts through targeted campaigns
• Use product usage and engagement data to monitor customer health signals and trigger appropriate marketing responses in coordination with CS
• Build and execute campaigns that drive expansion revenue — upsell, cross-sell, and seat growth within existing accounts
• Collaborate with Product Marketing to ensure customers understand the value of new features and product updates
• Develop messaging that helps CS teams position upsell conversations more effectively
• Own and develop TD Academy, Time Doctor's customer education platform
• Build course content, manage the learning roadmap in alignment with product releases, design lifecycle triggers tied to enrollment and completion, and measure Academy's influence on adoption, expansion, and retention outcomes
• Build and manage Time Doctor’s customer advocacy program — identifying champions, nurturing relationships, and activating them as references, reviewers, and case study participants
• Own the pipeline of customer stories, testimonials, and case studies in partnership with Content and PMM
• Drive reviews on G2, Capterra, and other key review platforms to strengthen Time Doctor’s market presence
• Design and run customer feedback programs (surveys, NPS, interviews) to surface insights that inform marketing strategy, product priorities, and messaging
• Synthesize customer feedback into actionable recommendations for Marketing, Product, and CS leadership
• Maintain a pulse on customer sentiment, identifying trends before they become retention problems
• Partner with Customer Success as the primary marketing counterpart for post-sale programs
• Work with Product and Product Marketing to incorporate upcoming launches and feature updates into customer-facing campaigns
• Collaborate with Demand Generation on expansion and win-back programs that involve the existing customer base
• Support Partner Marketing on customer-facing joint initiatives where relevant

Requirements:

• 3+ years of experience in customer marketing, lifecycle marketing, or a customer-focused B2B SaaS marketing role
• Proven experience building and running customer advocacy, retention, or expansion programs — not just contributing to them
• Strong understanding of customer journey mapping, lifecycle segmentation, and post-sale marketing motions
• Demonstrated use of AI tools to improve content production, personalization, or campaign efficiency -- not just familiarity, but active use in a professional context
• Hands-on experience with marketing automation and CRM tools (HubSpot experience strongly preferred)
• Ability to analyze customer data and product usage signals to inform targeting and program design
• Excellent written communication skills — you can write an email that customers actually open, a case study that resonates, and a campaign brief that gets alignment
• Experience working cross-functionally with Customer Success, Product, and Marketing teams
• Experience working in a remote or distributed team environment
• Experience at a B2B SaaS company with a mid-market customer base
• Background in workforce management, HR tech, or productivity software
• Experience running NPS or CSAT programs and translating results into marketing action