Senior Manager, Customer Marketing – Advocacy
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Job Description
Senior Manager overseeing comprehensive customer marketing programs at Gravyty. Focus on enhancing customer experiences and driving advocacy while ensuring measurable outcomes and partnerships across departments.
Responsibilities:
- Develop and lead the end-to-end customer marketing strategy tied to adoption, retention, expansion, advocacy, and customer satisfaction goals.
- Build customer journey and lifecycle programs across onboarding, adoption, renewals, migrations, product launches, expansion opportunities, and key moments in the customer experience.
- Segment customer communications by audience, product, lifecycle stage, use case, institution type, and customer maturity to ensure messages are relevant and actionable.
- Own and manage the customer communications calendar in close partnership with Product, Customer Success, Sales, and Marketing.
- Create customer-facing content including case studies, testimonials, customer stories, product guides, blogs, newsletters, webinars, educational materials, and adoption resources.
- Lead customer education programs, workshops, webinars, and enablement campaigns that help customers get more value from Gravyty solutions.
- Partner with Customer Success and Sales to identify customer health signals, expansion opportunities, renewal needs, and advocacy moments.
- Design and scale customer advocacy programs including references, reviews, speaking opportunities, peer connections, champion networks, and customer storytelling.
- Partner with event marketing to create meaningful customer engagement, education, and advocacy opportunities at conferences, trade shows, customer events, and industry gatherings.
- Run Voice of Customer programs, Customer Advisory Boards, surveys, interviews, and feedback loops that surface actionable insights for Product, Marketing, Sales, and Customer Success.
- Translate customer insights into recommendations that inform product roadmap, positioning, messaging, enablement, and go-to-market strategy.
- Track, analyze, and report on customer marketing performance, including engagement, adoption, advocacy, retention influence, expansion influence, customer satisfaction, and content effectiveness.
- Use AI-powered tools to improve customer segmentation, campaign development, content creation, personalization, insight generation, and program efficiency.
Requirements:
- BA in Marketing, Communications, Business, or equivalent experience.
- 4–8 years of experience in customer marketing, lifecycle marketing, product marketing, customer success, or related B2B SaaS roles.
- Experience building customer marketing programs that support adoption, retention, expansion, advocacy, and customer engagement.
- Strong writing, storytelling, editing, and messaging skills, with the ability to turn customer outcomes into compelling narratives.
- Experience producing customer stories, webinars, lifecycle campaigns, newsletters, educational content, and advocacy programs.
- Comfort working with customer data, campaign performance, engagement metrics, and customer health indicators to guide strategy and optimize programs.
- Strong project management skills with the ability to manage multiple programs, stakeholders, deadlines, and dependencies.
- Collaborative, curious, and customer-obsessed, with comfort working across Product, Customer Success, Sales, Marketing, and Events.
- Familiarity with marketing automation, CRM, webinar, community, customer engagement, review, and AI-powered marketing tools.
- Deep knowledge of higher education, advancement, enrollment, student success, alumni engagement, fundraising, or education technology strongly preferred.
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