Senior Customer Marketing Manager

Summary

Join Swoogo's marketing team as a Senior Customer Marketing Manager and create exceptional customer experiences. You will develop strategies to engage customers throughout their journey, execute integrated revenue campaigns, and collaborate with various teams to deliver outstanding customer experiences. Responsibilities include managing customer programs, creating compelling content, and serving as a bridge between customers and internal teams. The ideal candidate has 5+ years of B2B customer marketing experience in a SaaS or technology company, strong communication skills, and proficiency in marketing automation software. This role requires a strategic mindset, strong communication skills, and the ability to thrive in a fast-paced environment. You'll be a key player in driving growth and fostering a strong customer community.

Requirements

• 5+ years of B2B customer marketing, CX, or advocacy experience, preferably as part of a marketing team at a SaaS or technology company
• Experience working with customers to develop advocacy marketing content that highlights customer success and value across multiple channels
• Compelling storyteller with ability to understand industry challenges and technical concepts, and synthesize them into a story that resonates with customers
• Experience managing a webinar program
• Obsessed with the details that make up the customer experience
• Strong proficiency in marketing automation and customer experience software such as Hubspot, Salesforce, and Gainsight
• Ability to work in a complex, fast-paced, highly collaborative team environment
• Excellent written and spoken communication skills with the ability to write marketing collateral in multiple tones/voices as appropriate
• Demonstrated ability to be poised and effective in high-pressure situations; ability to anticipate issues and have (or quickly develop) contingency plans

Responsibilities

• Develop strategies to engage customers throughout their journey, from onboarding to renewal and upsell
• Develop and execute integrated revenue campaigns that enable new levels of engagement and advocacy within our customer base
• Collaborate with the customer success team to identify adoption gaps and create resources (e.g., tutorials, guides, campaigns) to address them
• Identify and nurture customer advocates for case studies, testimonials, reviews, and reference programs
• Manage Swoogo’s customer referral program, and strategy for review sites such as G2 and Capterra
• Work with customers to create compelling success stories, videos, and thought leadership content that showcase ROI and product impact
• Build and manage customer newsletters, customer email campaigns, webinars, and virtual events
• Own and manage Swoogo’s customer community programs, including the Customer Advisory Board, to drive peer-to-peer learning, collaboration, and advocacy
• Partner closely with the Sr. Growth Marketing Manager to integrate customers into broader community initiatives, connecting them with the wider event and marketing landscape
• Serve as a bridge between customers and internal teams by gathering and sharing feedback. Use surveys, NPS programs, and other tools to collect data on customer satisfaction
• Be a strategic partner to Customer Success, and other customer-facing teams, to execute Customer-First strategies that increase customer satisfaction, net promoter score, retention, and customer lifetime value
• Help plan and execute UnConventional, Swoogo’s annual user conference

Preferred Qualifications

• Familiarity with B2B enterprise software market dynamics and customer engagement strategies specifically in the event software space
• Experience running or supporting events
• Experience with project management softwares such as Asana, and/or Notion