About the position
On The Stage (OTS) is seeking a strategic and results-driven Customer Marketing Manager to significantly drive customer engagement, product adoption, upsell opportunities, and brand advocacy within our performing arts ticketing platform. You will spend your days thinking about how to help the school theatre departments, community theatres, and professional performing arts organizations that use our ticketing and marketing platform every day sell more tickets, earn more revenue, and derive more value from On The Stage. This role will be pivotal in translating customer success into measurable and sustainable business growth.
Responsibilities
- Drive Renewals and Upgrades: Develop and execute campaigns designed to encourage customers to upgrade to higher tiers that meet their needs, working closely with Product Marketing to craft compelling value propositions and messaging, and coordinating with Account Managers to execute triggered campaigns to highlight OTS value pre-renewal.
- Promote Product Adoption: Drive increased feature utilization among customers through targeted multi-channel campaigns (in-product, email, social, and 1:1 communications). Collaborate with Product Marketing to build the comms strategy to launch new features, share updates, and recommend use cases, reinforcing OTS's impact on revenue growth and product stickiness.
- Develop Customer Stories: Create strategies to enable and incentivize clients to share their success stories, managing the collection and publication of long-form client narratives, videos, and testimonials. Work with the Social Media Coordinator on social-first UGC campaigns and directly solicit client contributions for blogs and webinars.
- Generate Customer Advocacy and Evangelism: Cultivate a strong base of customer advocates by developing campaigns that encourage story-sharing and facilitating referrals with the Sales team. Collaborate with the Social Coordinator to acknowledge and appreciate online endorsements and monitor public forums for advocacy opportunities.
Requirements
- Proven experience in customer marketing campaign management, preferably within a B2B, SaaS, or technology environment.
- Strong understanding of customer lifecycle management and fluency with marketing automation platforms (e.g. Hubspot).
- Exceptional written and verbal communication skills, with a talent for crafting high-value, persuasive messaging for targeted personas.
- Demonstrated ability to collaborate effectively with cross-functional teams including sales, account management, product, and design.
- Experience creating engaging content ideation to publication, and managing projects using systems (e.g. Asana, Notion).
- Working familiarity with common marketing technologies and platforms (e.g. Salesforce, Wordpress, Figma, Canva, video editing, social media, etc).
Nice-to-haves
- A passion for the performing arts industry is highly desirable.
