Senior Customer Marketing Manager
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Job Description
Senior Manager, Customer Marketing at Wrapbook building customer engagement and lifecycle strategies. Collaborate with Product and leadership 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 is a nice to have.
- Experience marketing to operations-heavy customer personas (e.g., accountants, production coordinators, finance teams) is a nice to have.
- Background in community building or customer advocacy program management is a nice to have.
Benefits:
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- Health and Dental benefits
- Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
- Up to 2% matching RRSP / 401K
- Learning and Development opportunities
- Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service
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