Senior Customer Marketing Manager
Full Time $100,000 - $115,000 / yearJob Overview
Job Title: Senior Customer Marketing Manager
Team: Marketing
Status: Full-Time
Salary: $100,000 - $115,000 CAD
Location: We are open to remote candidates on the East Coast of Canada with the ability to travel to NYC for quarterly in-person days.
Spektrix is a growing collection of creative problem solvers, tech enthusiasts and arts lovers whose mission is to help arts organizations be more successful. We’re doing this through a combination of cloud-based software and consultative customer support that empowers arts organizations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. You’d be joining a team of over 260 based across our London, Manchester and New York offices, and working with over 800 arts organizations and hundreds of web agencies across North America and the UK.
The role
As the Senior Customer Marketing Manager, you’ll be responsible for deepening customer relationships, increasing retention and expansion, and transforming satisfied customers into vocal advocates. You’ll lead the strategy and execution of lifecycle campaigns, customer communications, and advocacy programs in close collaboration with client success and the larger marketing team.
This role requires a relationship-driven marketer with a passion for customer experience and proven success in B2B environments.
Accountabilities and Responsibilities
Accountable for:
- Building and executing on effective client marketing strategies and campaigns with the goal of building stronger relationships, increasing adoption, and creating advocates.
- Managing and scaling the customer advocacy program that not only captures advocate client testimonials and feedback, but creates a mechanism to recruit clients to advocates.
- Owning and optimizing the customer lifecycle journey and marketing experience, including onboarding, adoption, renewal, and advocate stages.
- Identifying and cultivating power users and champions for use in sales, marketing, and events.
- Maintaining a consistent tone of voice and brand experience across all touchpoints.
- Analyzing customer behavior and feedback to identify marketing opportunities and areas for improvement.
To deliver on these accountabilities, this role will be responsible for:
- Working closely with the community and events team to ensure smooth collaboration through these channels.
- Partnering with client success to surface customer success stories and advocacy opportunities.
- Collaborating with the events team to coordinate client participation in speaking at events, on potential advisory boards, in media and case studies, etc.
- Developing and managing email nurture campaigns, newsletters, and in-app messaging to educate and engage users.
- Collaborating with product marketing to define segmentation and personalized communications and product usage, adoption rates, etc.
- Working with product marketing to establish the content strategy for customer-facing updates, including product announcements, feature releases, and educational content.
- Managing the marketing aspects of the net promoter score evaluation.
- Establishing goals, measuring outcomes, and sharing insights to continually improve customer marketing efforts.
Key Requirements
- Strong project management and organizational skills; able to balance multiple priorities
- Excellent written and verbal communication skills with the ability to distill complex concepts
- Demonstrated understanding of client personas and data-driven audience segmentation to develop targeted, personalized marketing strategies that enhance engagement, conversion, and retention
- Familiarity with HubSpot CRM and marketing automation platforms
- Experience working across time zones
- An excellent rapport with customers and client organizations of all sizes