Senior Customer Marketing Manager
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Job Description
Customer Marketing Manager at Loopio responsible for creating customer marketing strategies and driving engagement across onboarding, retention, and advocacy. Collaborating with various teams to elevate customer experience.
Responsibilities:
- Own and execute the end-to-end customer marketing strategy across onboarding, adoption, retention, expansion, and advocacy to drive customer value and revenue impact
- Design onboarding and post-onboarding lifecycle and nurture programs to accelerate time-to-value, including behaviour-based campaigns informed by usage data and customer health signals
- Drive feature adoption and ongoing product engagement in close partnership with Product and Product Marketing, supporting launches and roadmap priorities
- Lead customer communications and launch motions, ensuring clear, timely, and value-driven messaging across product updates, initiatives, and programs
- Partner with Customer Success and Sales to support renewals, upsell, and cross-sell motions, including targeted campaign plays for at-risk, stable, and growth accounts
- Develop customer proof, ROI storytelling, and expansion-facing enablement assets that support renewal and growth conversations
- Build and scale a comprehensive customer advocacy program, including case studies and customer stories, online reviews (e.g. G2, TrustRadius), customer references, and customer speakers for events and webinars
- Identify, cultivate, and activate customer champions across segments and industries in partnership with Customer Success and Brand
- Serve as the connective tissue between Marketing, Customer Success, Sales, Product, Brand, and RevOps, aligning on customer data, segmentation, health scoring, and success milestones
- Define, track, and optimize customer marketing KPIs and dashboards, measuring impact across retention, churn, net revenue retention (NRR), product adoption, expansion influence, and advocacy participation
Requirements:
- 5+ years of experience in customer marketing, lifecycle, retention, CRM, or demand generation roles
- Strong experience in B2B, driving measurable adoption, retention, and expansion revenue
- Strategic, customer-obsessed thinker with strong execution muscle, entrepreneurial mindset, and a passion for innovation and elevating the digital customer experience
- Deep expertise in designing and scaling multi-channel customer lifecycle programs, including triggered, promotional, and transactional campaigns
- Advanced understanding of customer lifecycle strategy, segmentation, messaging, and personalization at scale
- Highly analytical and data-driven, with experience leveraging marketing automation, CRM, analytics tools, and statistically sound A/B testing to inform strategy and execution
- Strong knowledge of email marketing best practices, including performance-focused copywriting, HTML, and design optimization
- Proven ability to partner effectively with Customer Success, Sales, Product, Brand, RevOps, and user research teams, confidently influencing without direct authority
Benefits:
- health and wellness benefits
- professional mastery allowance
- MacBook laptop for remote work
- monthly phone and internet subsidy
- work-from-home budget
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