Customer Marketing Manager
San Mateo, CA / Portland, OR / Seattle, WA / Austin, TX
Marketing /
Full-time /
Remote
Interested in working in AI and passionate about helping Marketing, Sales, and Customer Success teams revolutionize how they engage with leads, prospects, and customers?
Here at Conversica, we are the leading provider of Conversational AI Agents that help enterprise revenue teams attract, acquire, and grow customers at scale across the customer lifecycle. Conversica Revenue Digital Assistants serve as digital team members and autonomously engage contacts, prospects, customers, or partners in human-like, two-way interactions at scale to drive towards the next best action, whether that’s scheduling a sales meeting, or gauging interest to buy additional products or services.
Conversica is looking for a high-performing Customer Marketing Manager responsible for creating brand loyalty and relationships between Conversica and the customer. This role reports to the Sr. Director of Product Marketing and is a unique opportunity to impact our customer marketing, community, and customer advocacy programs' direction and success. The Customer Marketing Manager will work closely with Product, Customer Success, Enablement, and Marketing teams to design programs and campaigns that support our customer growth and retention goals.
Responsibilities
- Customer Programs
- Define and drive customer marketing programs to drive upsell and growth of the install base. This includes existing programs (email/in-app/AI Assistants) as well as bringing new programs into the mix.
- Define and drive product adoption programs to drive awareness, usage, and feedback of new/critical features.
- Run the community and build added value by connecting and building a thriving customer community, including running user groups.
- Develop 1:1 relationships with top customers to build a queue of engaged customers who are willing to share their story. Run a customer success program that can efficiently capture, produce, and promote customer stories at scale.
- Enhance and run the brand-building onboarding experience for new customers.
- Create forums for customers to share feedback/improvements and drive feedback back into the business.
- Write compelling copy to effectively communicate product features and releases, operational announcements, surveys, and educational content to our customer base.
- Measure the success of each program and campaign by analyzing and reporting on results.
- Design and drive customer review program to monitor overall satisfaction and drive feedback on specific features.
- Manage our customer newsletter series, working with a variety of audiences to ensure compelling and fresh content.
- Collaborate with our Learning & Development Specialists to ensure cohesion between our educational content and customer marketing strategy.
- Community
- Support the community by facilitating discussions, connecting with community members, providing resources and best practices, and representing the voice of the customer.
- Work cross-functionally with Customer Success, Product, and Marketing teams to drive community growth and engagement, form connections, cultivate influencers and advocates, and make decisions.
- Coordinate with internal teams to engage in community discussions, respond quickly to questions and comments, address feedback, and provide support.
- Develop and maintain an editorial calendar and collaborate with Marketing to schedule and distribute content in the community.
- Moderate the online community, enforce community guidelines, and promote positive interactions between community members.
- Generate monthly reports on community activity and present insights to business leaders to inform future strategic and creative direction.
- Provide systems administration for the online community platform, including configuring community settings, managing posts, and applying user segments to control access to community content.
Qualifications
- Bachelor’s degree in communications, marketing, business or equivalent experience.
- 5+ years of experience in Customer Success, Product, Marketing, or Sales (B2B SaaS experience is required).
- Excellent verbal & written communication skills are required - must have experience writing engaging copy and possess exceptional editing and proofreading skills.
- Firm understanding of marketing strategies and channel best practices - experience creating marketing campaigns is required. Marketo and Gainsight experience desired.
- Strong analytical skills, with the ability to interpret data and metrics to optimize strategies and improve customer engagement.
- Strong knowledge of online community platforms, trends, and strategies to scale and grow communities. Zendesk or Salesforce Community experience preferred
- Ability to independently resolve escalated problems and exercise judgment in making business decisions.
- Demonstrated experience in enhancing customer journeys using digital touchpoints and personalized outreach strategies.
- Lead cross-functional teams to deliver the desired outcome and result, managing conflicting priorities and interdependencies.
- High level of comfort building personal relationships with marquis customers. Requires ability to analyze data, identify trends, and proactively recommend solutions.
- Expected to act independently and be comfortable making risk decisions to solve problems and/or meet departmental objectives.
- Outstanding attention to detail and drive for consistency.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $90,000/year to $135,000/year plus 10% variable bonus for an OTE of $99,000/year - $148,500/year. Pay is based on a number of factors including market location and job-related knowledge, skills, and experience.
Conversica offers comprehensive health, dental, and vision benefits, flex time PTO, holiday pay, 401k plus company match, and equity. Further details can be provided upon request.
