Senior Customer Marketing Manager

As the Senior Customer Marketing Manager, you will be laser-focused on developing and executing strategic customer marketing programs that enhance retention, engagement, advocacy, and expansion. With a passion for storytelling and top-notch communication skills, you’ll translate our brand messaging into compelling customer narratives and experiences to drive loyalty and grow a community of advocates to help our teams achieve their revenue targets. 

This role partners closely with Customer Success, Sales, Product, and Brand to deliver impactful marketing initiatives that support customer growth and long-term success. The ideal candidate will have a strong background in customer marketing, a customer-centric mindset, and is a results-oriented marketer.

What You'll Do

• Partner with demand generation and sales to develop strategies for customer expansion, supporting upsell and cross-sell opportunities through targeted campaigns.
• Oversee and scale our customer advocacy program. You’ll build and execute strategies to engage customers through a variety of initiatives and create opportunities for customers to share their wisdom and success stories.
• Develop and maintain a robust pool of customer references to support sales teams in securing new business opportunities. Collaborate with sales leaders to align references with prospect profiles, ensuring that reference calls and meetings provide meaningful insights for prospects.
• Work closely with the marketing, sales, customer success, and analyst relations teams to identify and secure customer speakers for various opportunities, such as webinars, conferences, and analyst briefings. Enable customers to share experiences and insights, amplifying the impact of our brand while building strong customer relationships.
• Capture and promote customer success stories by producing high-quality case studies and video testimonials. Collaborate with customers to craft compelling narratives, highlighting the quantitative business value and impact of our solutions, and work with the content team to ensure these stories reach the right audiences.
• Own customer communications, such as our quarterly town hall and monthly newsletter, by curating and creating engaging content related to company updates, product developments, industry insights, and customer success stories.
• Maintain and enhance Billtrust's presence on peer review sites, including developing campaigns that encourage satisfied customers to leave positive reviews and reporting on review site performance.
• Partner with Product and Event Marketing to manage our Customer Advisory Board (CAB) program, including coordinating touchpoints, building strong, lasting relationships with members and ensuring their voices are represented.
• Define customer marketing KPIs, track engagement and advocacy metrics, and optimize strategies to influence deals and revenue growth. 

What You'll Bring

• Minimum of 4 years of related experience in customer marketing or a related field  
• Experience managing complex projects, such as CAB programs, with a proven ability to prioritize, multitask, and deliver high-quality work
• Proven track record of cross-functional collaboration and a knack for relationship building, particularly with executive-level stakeholders
• Proven ability to make strong connections and overcome rejection to achieve results
• Excellent communication and interpersonal skills
• Familiarity with Salesforce, online review platforms (e.g., Gartner Peer Insights, G2 Crowd), and project management tools (e.g., Asana) is preferred. 

The expected base salary range for this position is $94,000-$110,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.