Customer Marketing Manager (Contract-to-Hire)

Accountabilities:

• Drive product adoption and release enablement: Represent customer marketing in the product release process, partnering early with Product and Product Marketing to determine how new capabilities should be introduced and communicated to existing customers.
• Translate product messaging into customer communications: Adapt positioning and core messaging into clear release communications, adjusting tone, depth, and proof points for different customer segments and personas.
• Own customer-facing release messaging: Develop practical messaging assets including release notes, announcement copy, in-app prompts, enablement one-pagers, and other materials that make new capabilities relevant and actionable.
• Segment the installed base: Use product usage, entitlements, personas, and other customer signals to determine which customers should receive specific product and adoption communications.
• Build ongoing product narratives: Develop recurring “what’s new and why it matters” communications that help customers understand and use the capabilities available to them.
• Identify expansion and cross-sell opportunities: Analyze product usage, entitlement gaps, and account signals to identify potential expansion plays, then develop the relevant customer insight, targeting, and messaging.
• Partner on expansion campaigns: Work with Demand Generation to transform customer marketing insights and expansion opportunities into campaigns, while supporting the broader upsell pipeline strategy.
• Support renewals and value realization: Partner with Customer Success and Sales to develop usage recaps, program results, ROI messaging, and other value-realization assets that support renewal conversations.
• Identify adoption gaps: Surface low-usage accounts and adoption challenges to Customer Success, Product, and Product Marketing so potential issues can be addressed before renewal.
• Develop customer-facing collateral: Create materials that support customer adoption, expansion, renewal, and field conversations.
• Manage customer email campaigns: Own customer email campaigns from strategy through results by defining audiences and segmentation, writing copy, briefing the email team, analyzing performance, and iterating based on results.
• Coordinate the installed-base communication calendar: Manage the sequencing of release communications, lifecycle campaigns, and demand-led expansion communications to avoid over-communicating with the same customers.
• Drive newsletters and product updates: Own the customer newsletter and maintain a consistent product-update cadence.
• Coordinate cross-functional execution: Brief and collaborate with internal Content, Web, Design, and Email teams, defining requirements and driving deliverables to completion while allowing channel specialists to own production and deployment.

Requirements

• Customer marketing experience: 5+ years of experience in customer marketing, lifecycle marketing, or a closely related field.
• B2B SaaS expertise: Demonstrated experience working in a B2B SaaS environment is required.
• Customer-focused writing: Ability to write clear, compelling customer-facing copy with minimal editing.
• Lifecycle and campaign execution: Experience developing and executing customer communications, lifecycle programs, email campaigns, or similar initiatives.
• Cross-functional collaboration: Comfortable working with Product Marketing, Product, Sales, Customer Success, Demand Generation, Content, Design, Web, and Email teams.
• Segmentation and customer insight: Ability to use product usage, customer data, account signals, and audience characteristics to identify relevant marketing opportunities.
• Commercial mindset: Understanding of how customer marketing can contribute to product adoption, expansion, cross-sell, renewal, and retention.
• Project management: Strong organizational skills and the ability to manage multiple projects, priorities, stakeholders, and deadlines simultaneously.
• Hands-on execution: Comfortable working lean and building as much as executing, with a willingness to get directly involved in messaging, campaigns, analysis, and program delivery.
• Marketing technology: Familiarity with AI tools, marketing automation platforms, and email marketing technologies.
• Communication and collaboration: Strong interpersonal skills and the ability to translate customer and product insights into actionable programs for different teams.
• Supplier diversity knowledge: Experience with supplier diversity is preferred.
• Work authorization: Candidates must meet applicable U.S. work authorization requirements; sponsorship is not available for this position.

Benefits

• Compensation: $50–$60 USD per hour.
• Contract-to-Hire: Opportunity to begin in a contract capacity with potential transition to a longer-term employment arrangement.
• Remote Work: Fully remote position within the United States.
• Customer Marketing Scope: Opportunity to directly influence product adoption, expansion, cross-sell, renewal, and customer retention.
• Cross-Functional Exposure: Collaborate across Product Marketing, Product, Sales, Customer Success, Demand Generation, Content, Web, Design, and Email functions.
• Hands-On Ownership: Significant responsibility for customer messaging, segmentation, campaign strategy, execution, performance analysis, and the installed-base communication calendar.
• B2B SaaS Environment: Work in a fast-moving SaaS environment where customer data, product capabilities, and marketing programs are closely connected.
• AI-Enabled Marketing: Opportunity to incorporate AI tools and modern marketing technologies into customer marketing practices.