Customer Marketing Programs Manager

Summary

Join Contentsquare as a Customer Marketing Program Manager and execute, optimize, and scale customer engagement programs. You will leverage data to improve customer retention and advocacy, tailoring programs to diverse audiences and aligning with Contentsquare’s multi-product offerings. Responsibilities include managing key performance indicators (KPIs), using analytics tools, managing vendor relationships, collaborating with cross-functional teams, and delivering insightful reports to executive leadership. Success in the first six months involves mapping and optimizing the program ecosystem, adapting initiatives to key customer segments, implementing a new brand identity, and outlining Contentsquare’s customer journey. This role requires strong analytical skills, experience with customer insights tools, and excellent communication skills. Contentsquare offers competitive benefits, including work flexibility, generous paid time off, parental leave, wellbeing allowances, stock options, and employee resource groups.

Requirements

• Fluent English
• 4+ years experience in program management, customer marketing, or customer success
• Strong analytical skills, with experience in data visualization, KPI tracking, and program optimization
• Proficiency in customer insights tools (Gainsight, Tableau, Looker, or equivalent)
• Excellent communication skills (written, verbal, presentation), with the ability to engage stakeholders at all levels
• Strategic mindset with hands-on execution skills to drive programs forward
• Curiosity and adaptability to thrive in a fast-paced, evolving environment

Responsibilities

• Manage and scale customer engagement programs (review generation, Champions Program, VoC/NPS initiatives) across different customer segments
• Own performance tracking by monitoring key KPIs (NPS evolution, customer engagement with our programs, churn signals), ensuring data-driven program improvements
• Leverage analytics tools (Gainsight, Salesforce...) to extract insights from customer feedback and translate them into actionable recommendations
• Manage our external vendor relationships
• Partner with cross-functional teams (Customer Experience, Product, Marketing, Sales, ISD) to align programs with business objectives and ensure seamless execution
• Deliver compelling insights and reports to executive leadership on program performance, customer sentiment, and engagement trends
• Champion our customers by managing advocacy programs, fostering ambassador relationships, and supporting customer storytelling opportunities
• Support the adoption of our programs by our new users/customers
• Provide a proactive communication for your counterparts, field & local teams to ensure the success and adoption of your programs
• Run our Quarterly Champion initiatives at scale
• Map and optimize the Customer Marketing program ecosystem across all legacy brands (Contentsquare, Hotjar and Heap) with the support of your manager
• Adapt initiatives to key customer segments to ensure relevance and impact
• Implement the new brand identity across all programs, ensuring consistency and alignment
• Outline Contentsquare’s Customer Journey, identifying its highs and lowlights and leveraging the Voice of Customer program with surveys to provide key business and organizational improvement recommendations

Preferred Qualifications

French is a plus

Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing and Home Office allowances
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
• And more benefits tailored to each country