Customer Marketing Manager

About the position

The primary objective of the Customer Marketing Manager is to deepen relationships with existing customers, leveraging these relationships to enhance brand loyalty, drive business growth, and significantly increase new client acquisition through a structured referral program.

Responsibilities

• Develop, execute, and optimize marketing strategies focused on annual user conferences and semi-annual Customer Advisory Boards, ensuring these events serve as platforms for encouraging referrals and showcasing customer success.
• Create, manage, and scale a customer referral program, implementing incentives that motivate current customers to refer new clients, while tracking the success and ROI of these programs.
• Design and implement targeted marketing campaigns to engage, educate, and retain existing customers, specifically aimed at promoting the referral program and demonstrating the value of ongoing partnership.
• Collaborate closely with customer success, sales, and marketing teams to ensure customer marketing strategies are seamlessly integrated with broader business goals and contribute directly to the referral pipeline.
• Continuously analyze customer feedback, referral data, and market trends to refine and improve marketing strategies and referral program effectiveness.
• Provide regular reporting on the effectiveness and impact of customer marketing initiatives, with a particular focus on referral program success metrics.
• Work collaboratively with sales, customer success, product team, and executives to develop content for campaigns, sales outreach, emails, presentations, website, customer case studies, and more.
• Compose short- and long-form content to align with overarching SEO strategy and targeted at specific personas, use cases, customer groups, and industries.
• Own the Ombud social media channels including content production and community management.
• Develop an understanding of the Ombud customer base and voice of the customer to inform messaging, positioning, and community building activities.
• Work directly in tools such as Hubspot, Webflow, and others to create and update content.
• Contribute to a team culture of transparency by openly sharing ideas, collaborating with team members, and solving problems proactively.

Requirements

• Bachelor’s degree in Marketing, Business Administration, or related field.
• Proven experience in marketing, customer relationship management, or a similar role with a focus on referral programs and customer engagement strategies.
• Experience in B2B marketing, particularly within the SaaS or technology sectors, would be highly beneficial.
• Demonstrated ability to develop and execute marketing strategies that drive customer engagement and business growth.
• Experience in creating and managing referral programs, including designing incentives and measuring program success.
• Strong skills in building and maintaining relationships with key customers, understanding their needs, and leveraging those relationships for business growth.
• Ability to work closely with customer success teams to ensure a seamless customer experience that promotes loyalty and referrals.
• Proficiency in analyzing customer feedback, referral data, and market trends to inform marketing strategies.
• Experience with CRM and marketing analytics tools to track campaign performance, customer engagement, and referral success.
• Excellent verbal and written communication skills, with the ability to craft clear, compelling messages for various audiences.
• Strong collaborative skills, with experience working across departments to align marketing strategies with broader business goals.
• Flexibility to adapt marketing strategies based on customer feedback and market conditions.
• A creative mindset, with the ability to innovate and experiment with new referral program ideas and marketing campaigns.
• Strong project management skills, with the ability to manage multiple campaigns and initiatives simultaneously, ensuring they are delivered on time and within budget.

Benefits

• A culture that fosters career development and values working together as a team
• Employee Stock Option Plan – Our employees are owners
• Flexible working options (remote/onsite/hybrid)
• Full Benefits, including: Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical