Role Description

As a Customer Marketing Manager, you will play a crucial role to support our growth goals, foster customer advocacy, and shape the role of the customer voice in marketing and sales initiatives. The ideal candidate has the ability to prioritize work independently and bring people together to realize results. You will be responsible for creating and executing key marketing activities that drive long-lasting customer relationships. The role will focus on liaising with internal partners to build programs for meaningful customer engagements and referrals. As such, this is a highly cross-functional role, and applicants will be expected to interface with a broad array of internal teams across marketing, sales, product, comms, and customer experience. 

Responsibilities

• Develop and recruit references by building and nurturing a continuous pipeline from which to identify, confirm and convert customers into public advocates
• Partner with the Customer Success & Marketing Program Manager to identify and source advocates for marketing/PR/demand generation, customer success, and customer marketing engagement initiatives
• Manage customer interaction, including online/offline communities, events, customer advisory boards, user groups and executive roundtables
• Measure the impact of customer marketing activities on customer growth, retention and financial outcomes, and communicate these impacts within the organization
• Work with sales, marketing, and support to identify cross-sell and upsell opportunities within the customer base
• Educate sales on the role of customer marketing within existing customer base
• Manage programs for sales and directly to customer as needed
• Provide data and insights on existing strategic accounts
• Contribute to envisioning and implementing Dropbox and HelloSign customer marketing strategy

Requirements

• 5+ years of B2B marketing experience
• 2+ years in customer marketing or customer engagement
• Proven ability to bring people together to understand needs, identify options, form hypotheses, make decisions, and learn faster through feedback
• Strong interpersonal and relationship-building skills to engage and collaborate with stakeholders and win as one-team
• Deep understanding of the relationship between customer and product data to identify the optimal paths for communication, education and engagement
• Creative and methodical problem solving
• Excellent communication skills with an ability to work at all levels of the organization
• Strives for operational excellence and attention to detail
• Project management skills; experience creating, documenting, evaluating and refining processes and programs with a focus on continuous improvement
• Bachelor’s degree or equivalent experience
• SaaS, software, or tech industry experience preferred