Senior Customer Marketing Manager

• Create and deliver the B2B customer marketing strategy focused on retention, expansion, adoption, and advocacy
• Develop reporting structures to track and improve customer marketing campaign performance
• Manage a sizeable budget and report on spending
• Plan, promote, and deliver customer webinars, events, roundtables, and networking events
• Lead Client Advisory Board programmes and act as the internal voice of the customer
• Grow customer advocacy and community programmes using Base.ai
• Lead B2B customer lifecycle marketing campaigns, including Merchant Marketing
• Create cross-sell and up-sell campaigns for account management teams
• Educate customers through video, email, events, social media, and landing pages
• Collaborate with content teams to create eBooks, case studies, guides, and other client marketing materials
• Partner with account management and customer success on tailored marketing strategies
• Work with B2C marketing to increase adoption and usage within client accounts
• Deliver client references, case studies, battle cards, and referral-ready proof points for New Business
• Support product marketing and partnerships in promoting new products and features
• Manage, develop, motivate, and support direct reports
• Report to the Marketing Director

Requirements

• Senior-level experience in a Customer Marketing role, preferably within a SaaS business
• Experience driving customer advocacy, engagement, and retention programmes
• Proven track record developing and driving successful advocacy and customer expansion strategies
• Proficiency in revenue forecasting, reporting, analysis, and measuring customer marketing programme performance
• Experience managing annual budgets exceeding £500k
• Strong understanding of customer journeys, lifecycle marketing, customer adoption, retention, and expansion strategies
• Exceptional strategic thinking and ability to influence and align cross-functional teams toward revenue objectives
• Strong knowledge of marketing technology solutions such as Salesforce, HubSpot, and 6sense
• Knowledge of account-based marketing strategies and customer engagement platforms
• Highly effective written and verbal communication skills
• Ability to build relationships across internal and external stakeholder groups
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Experience leading customer events and advisory boards
• Experience developing high-performing team members

Core Competencies

Demonstrates expertise in B2B customer marketing strategies focused on retention, expansion, and advocacy, with a strong proficiency in managing budgets and driving customer engagement through various channels. Capable of leading cross-functional teams and developing high-performing team members to achieve revenue objectives.

Highest-signal resume keywords

• Customer Marketing Strategy
• Customer Advocacy Programs
• Budget Management
• Lifecycle Marketing
• Marketing Technology Solutions

Hard Skills

• Customer Journey Analysis
• Revenue Forecasting
• Campaign Performance Measurement
• Account-Based Marketing
• Customer Engagement Strategies

Soft Skills

• Strategic Thinking
• Influencing Skills
• Relationship Building
• Adaptability
• Communication Skills

Industry Keywords

• SaaS
• B2B Marketing
• Customer Retention
• Customer Expansion
• Client Advisory Boards

Tools & Technologies

• Salesforce
• HubSpot
• 6sense
• Base.ai

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