Customer Marketing Manager, Retention & Advocacy

IRIS Software Group is hiring a Senior Customer Marketing Manager to protect retention, revenue, and customer trust within its US customer base. The role owns US customer retention, advocacy, and migration journeys end to end, coordinating with regional and global teams and using performance insights to improve engagement.

Responsibilities:

• Own and deliver US customer retention programmes that reduce churn risk and reinforce long-term value
• Lead customer advocacy activity in the US, securing testimonials, case studies and third-party reviews in partnership with Sales, Product and Customer Success teams
• Own US-specific migration communications, including planning, sequencing, QA, live delivery and performance monitoring
• Act as the single point of accountability for assigned customer journeys, managing accuracy, compliance sensitivity, timing and escalation
• Work closely with UK-based Customer Marketing colleagues to adapt established frameworks for the US market
• Coordinate cross-functionally with Product, Renewals, Support, Professional Services and Marketing Operations
• Analyse programme performance and use insight to continuously optimise engagement and retention
• Ensure all customer communications meet IRIS brand, legal and compliance standards
• Share customer insight from the US market to inform product and marketing strategy

Requirements:

• Proven experience (typically 5+ years) in customer marketing, lifecycle marketing or customer communications
• Demonstrated experience delivering retention, advocacy or migration/change programmes
• Strong stakeholder management and cross-functional coordination skills
• Excellent written communication skills with the ability to explain complex topics clearly
• Comfortable working autonomously in a remote and/or global reporting structure
• Experience with marketing automation, reporting and project management tools (e.g. Marketo, Salesforce, Knak, Asana)
• High attention to detail and sound judgement in compliance-sensitive environments