Senior Customer Marketing Manager - Advocacy & Retention

Summary

Join Quilt Software, a company empowering local businesses, as a Customer Marketing Manager. You will lead customer advocacy and retention initiatives across multiple brands. This role involves developing and executing engagement programs, managing customer events, and creating compelling content. The ideal candidate is a strategic thinker with strong execution and communication skills, and experience in B2B customer marketing. We offer a competitive salary, comprehensive benefits, and flexible work arrangements.

Requirements

• Strategic thinker with strong execution capabilities
• Data-driven mindset with experience in program measurement and optimization
• Excellent project management and organizational skills
• Strong verbal and written communication abilities
• Collaborative team player who can work cross-functionally

Responsibilities

• Own and execute the customer advocacy program, including case study development, customer benchmarks and key data points, and success story narratives
• Drive customer engagement strategy and execution through omnichannel approach including in-app communications, email campaigns, and direct mail programs
• Lead Voice of Customer program including NPS measurement and improvement initiatives, as well as collaborating with GMs on our Customer Advisory Group program
• Manage customer events program and communications, including virtual meetings, customer showcases, and community-building initiatives
• Develop educational resources and work closely with our knowledgebase team
• Execute, measure, and improve referral program strategy
• Create compelling customer-focused content across various formats and channels
• Monitor and maintain review scores at target rating

Preferred Qualifications

• 3-5 years of B2B customer marketing experience
• Proven track record of driving measurable results through customer marketing programs
• Experience building and scaling customer advocacy programs
• Strong content creation and storytelling abilities
• Proficiency in HubSpot or similar marketing automation platforms
• Experience with customer reference programs and advocacy platforms
• Background in SaaS or technology industry
• Event management experience
• Experience with NPS and customer satisfaction measurement methodologies
• Content strategy development experience

Benefits

• Comprehensive medical, dental, and vision benefits
• Paid professional development opportunities to help you grow in your career
• Flexible work arrangements, including hybrid work environment options
• Paid time off, 401k investment opportunity, and an engaging, collaborative company culture