Customer Communications Strategist

Summary

Join Guideline as their first Customer Communications Strategist and own all customer-facing communications, developing and executing messaging in partnership with cross-functional teams. You will manage the customer communications calendar, champion the brand voice, and shape effective strategies across various departments. This role involves writing, editing, and deploying messages across multiple channels, leveraging data tools to target audiences effectively, and identifying process improvements. You will collaborate with Customer Success managers and key stakeholders to define and execute communication strategies, developing benchmarks and analyzing performance. Guideline offers a competitive salary and comprehensive benefits package.

Requirements

• 5+ years in communications, marketing, or technical role
• Expertise in non-marketing communications strategy, copy, and creative
• Technical knowledge of SQL, dynamic data, triggering, orchestration
• Experience working with enterprise email marketing systems, such as SalesForce Marketing Cloud, Braze, Iterable, Adobe Marketo, etc
• Strong communication, project management, and presentation skills
• Proficient in project management tools (e.g., JIRA, SalesForce)
• Strong problem-solving and analytical skills for operational challenges

Responsibilities

• Serve as the POC for all external customer communications, making key decisions and resolving issues related to strategy, prioritization, and audits
• Develop messaging, communication, and cohort strategies in partnership with Customer Success, Product, Marketing, and Legal teams
• Write, edit, and deploy messages for email campaigns, public reviews, and other customer communications, ensuring the right customers get the right messages at the right times
• Leverage SQL and various data tools to validate the curation of the appropriate audiences for email campaigns and journeys in our enterprise email marketing system
• Coordinate with Customer Success managers to help prepare for potential inbound related to communication initiatives
• Identify process bottlenecks, propose improvements, and secure cross-functional partner support for efficient outcomes
• Manage your own workload, translating stakeholder requirements into a clear and scalable communications strategy from intake to deployment
• Partner with cross-functional key stakeholders to define the strategy and execution of comms across the holistic communications universe at the company
• Develop benchmarks, and monitor and analyze performance to make recommendations on new opportunities and improvements to customer communication and education strategies

Preferred Qualifications

Experience in FinTech or Financial Services

Benefits

• Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
• Opt-out credit for waiving coverage
• Health Savings Account and Flexible Spending Account
• Company-paid disability and life insurance
• Optional voluntary life insurance
• Mental health benefit navigation with Rula for employees and dependents
• Paid parental leave for birthing and non-birthing parents
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• We use our own platform and contribute 100% of employee contributions up to 5%
• 1-month paid Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year
• Equity in the form of Incentive Stock Options (ISOs)