Senior Customer Marketing Manager

Summary

Join Human Interest, a high-growth tech company revolutionizing the retirement industry, as our Customer Marketing Manager. You will be responsible for developing and executing marketing campaigns focused on customer experience, conducting customer interviews to inform company priorities, and nurturing customer relationships. This role requires strong communication and analytical skills, along with 3-5 years of relevant experience. You will work cross-functionally to ensure customer satisfaction and brand reputation. Human Interest offers a competitive salary, comprehensive benefits, and a collaborative work environment dedicated to solving the retirement savings crisis. We are committed to our mission and offer a supportive culture.

Requirements

• A passion for working with and strengthening relationships with customers, including creating memorable, meaningful customer experiences
• Excellent listening, verbal, and written communication/presentation skills with meticulous attention to detail, the ability to craft a compelling story
• 3-5+ years of relevant work experience, such as in Marketing, Product Marketing, Community Building/Community Manager, Advertising, PR, Communications, or similar
• A proactive approach to marketing and problem-solving
• Ability to multitask (advance and prioritize many projects simultaneously), work independently, and as an effective team member
• Sound judgment in assessing brand risks and making decisions that maintain the integrity of our core values and that uphold the larger brand strategy
• A data-driven mindset to analyze customer insights and feedback so you can identify trends, preferences, and pain points that will inform marketing strategies and improve both customer satisfaction and retention
• Strong soft skills to represent our organization when speaking with customers

Responsibilities

• Plan, develop, execute, measure, and report on marketing campaigns and programs that show how Human Interest is in it for customers and disrupting the retirement industry. This includes enriching campaigns with customer-focused content
• Conduct customer interviews and amplify the experiences and successes of current customers; distill and report on voice-of-the-customer sentiment analysis and key themes
• Educate our customers about our products and services and support the creation of assets highlighting how we partner with and serve our customers
• Nurture customer relationships through advocacy programs that influence participation and engagement in mutually beneficial advocacy programs (e.g. through customer reviews, references, stories, testimonials, advisory boards, co-marketing, etc.)
• Work with a broad array of stakeholders and encourage others to act as advocates for our customers
• Partner with our Retention team to reduce churn and reinforce customer loyalty
• Share customer stories across a variety of channels and platforms including video, blogs, and PR
• Monitor incident management tickets, think holistically about what’s driving the underlying factors, and provide insights back into the business to drive broader business decisions
• Protect our brand reputation by managing online review platforms such as G2, TrustRadius, and Google. Improve both the quantity and quality of our customer reviews and help troubleshoot/escalate any negative feedback we receive
• Draft incident comms and customer emails, then drive resolution of customer issues to ensure satisfactory conclusion of incidents

Preferred Qualifications

• Experience communicating with business owners/leadership or B2B marketing, including conducting interviews
• Experience building B2B customer programs (online reviews, loyalty, engagement, advisory boards, etc.)

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Generous PTO and parental leave policies
• Addition Wealth - Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra - Enhanced Mental Health Support for Employees and dependents
• Carrot - Fertility healthcare and family forming benefits
• Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
• Fun online and regional events and celebrations and department and company offsites
• The vast majority of our positions can be 100% remote
• Base salary for this position spans $121,000 - $138,000 and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary that we offer to a new employee within this range is based on their location within the US, their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall Total Rewards package. Depending on the position, additional compensation components such as bonus, commission, and equity may be offered