Senior Customer Marketing Manager

7 hours ago

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Swoogo

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51 - 200

💰 $20M Series B on 2022-02

Description

• Develop strategies to engage customers throughout their journey, from onboarding to renewal and upsell. • Develop and execute integrated revenue campaigns that enable new levels of engagement and advocacy within our customer base. • Collaborate with the customer success team to identify adoption gaps and create resources (e.g., tutorials, guides, campaigns) to address them. • Identify and nurture customer advocates for case studies, testimonials, reviews, and reference programs. • Manage Swoogo’s customer referral program, and strategy for review sites such as G2 and Capterra. • Work with customers to create compelling success stories, videos, and thought leadership content that showcase ROI and product impact. • Build and manage customer newsletters, customer email campaigns, webinars, and virtual events. • Own and manage Swoogo’s customer community programs, including the Customer Advisory Board, to drive peer-to-peer learning, collaboration, and advocacy. • Partner closely with the Sr. Growth Marketing Manager to integrate customers into broader community initiatives, connecting them with the wider event and marketing landscape. • Serve as a bridge between customers and internal teams by gathering and sharing feedback. Use surveys, NPS programs, and other tools to collect data on customer satisfaction. • Be a strategic partner to Customer Success, and other customer-facing teams, to execute Customer-First strategies that increase customer satisfaction, net promoter score, retention, and customer lifetime value. • Help plan and execute UnConventional, Swoogo’s annual user conference.

Requirements

• 5+ years of B2B customer marketing, CX, or advocacy experience, preferably as part of a marketing team at a SaaS or technology company. • Experience working with customers to develop advocacy marketing content that highlights customer success and value across multiple channels. • Compelling storyteller with ability to understand industry challenges and technical concepts, and synthesize them into a story that resonates with customers. • Experience managing a webinar program. • Obsessed with the details that make up the customer experience. • Strong proficiency in marketing automation and customer experience software such as Hubspot, Salesforce, and Gainsight. • Ability to work in a complex, fast-paced, highly collaborative team environment. • Excellent written and spoken communication skills with the ability to write marketing collateral in multiple tones/voices as appropriate. • Demonstrated ability to be poised and effective in high-pressure situations; ability to anticipate issues and have (or quickly develop) contingency plans.