POSTED Jan 26

Senior Customer Marketing Manager at 15Five

  • Digital Marketing
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

Senior Customer Marketing Manager

  • US, REMOTE
  • REVENUE ORGANIZATION – MARKETING
  • FULL TIME EXEMPT

ROLE MISSION

The Senior Customer Marketing Manager role will help drive awareness, education, advocacy, and product adoption with 15Five’s customers, impacting revenue retention and growth for the business. This individual will be responsible for developing, with support of the CMO and CCO, and executing a multi-faceted strategy, including heavy collaboration with the product marketing, customer success, and operations teams. Impact will focus on increasing product adoption, driving broader brand engagement with key customer stakeholders, helping to increase customer retention, and creating a growing pool of referenceable customer advocates.

AREAS OF FOCUS

Communications

  • Develop multi-channel communication programs for product launches, updates, announcements, etc.
  • Oversee a regular customer newsletter with valuable content
  • Own comprehensive customer communications calendar and manage volume and cadence of messages to customers

Advocacy

  • Build scalable system to learn and capture customer stories aligned to different market segments, industries, and use cases
  • Foster meaningful relationships with a growing pool of customer advocates, and provide internal enablement for sales references and marketing programs (such as speaking opportunities, case studies, PR quotes, etc)
  • Oversee 15Five’s customer reviews on 3rd party sites and partner with Corporate marketing to strengthen our position
  • Partner with our customer experience team to lead the development of programs to celebrate customer milestones and show appreciation

Customer Journey

  • Work with the product, product marketing, and customer experience teams to develop nurture programs based on customer segment and product lines to drive deeper education and product adoption
  • Measure the impact of customer marketing programs as it pertains to customer retention and expansion
  • Partner with the demand generation team to support and collaborate on campaigns to drive expansion revenue from the existing customer base

Community

  • Support the HR Superstars community team in promoting events to our customers and cross-leveraging content and insights from the community to our customers, and vice versa
  • Evaluate the opportunity to build a customer community
  • Collaborate and support the events team on community and customer field events

DESIRED EXPERIENCE

  • Bachelor’s degree or equivalent experience in business or related field
  • 5+ years in a Marketing or Customer Experience role, interacting directly with customers and executing program strategies
  • Experience in HR industry a plus, but not required
  • Highly autonomous, self-driven, and able to develop strategy independently with minimal support and mentorship
  • Outstanding leadership, facilitation and problem-solving skills
  • Ability to effectively collaborate, harmonize, and influence at all levels of the organization
  • Strong interpersonal skills and professionalism, comfortable and capable of building relationships with all levels of customer contacts, from interns to executives
  • Excellent written, verbal, presentation and organizational skills
  • Handle broad-based, often complex, communication for internal and/or external audiences
  • Experience working in fast-paced, high-growth, and results-oriented environments that demand experimentation and excellence
  • Excellent project management skills
  • Ability to succeed in a highly collaborative global team environment with multiple in-flight initiatives and stakeholders
  • Comfortable working hands-on in platforms such as CRM (Salesforce), Marketing Automation (Hubspot/Marketo),, Customer Insights (Pendo, ChurnZero), etc

At 15Five we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving hybrid culture that supports a remote-first workplace balanced with distributed office hubs, and annual opportunities for all employees to connect in person. We also offer: full Medical, Dental, and Vision, employer paid Term, Short Term and Long Term Disability, paid Sick Time Off, Military Leave, Jury Duty Leave, Unlimited Vacation, flexible work arrangements, up to 16 weeks Paid Parental Leave for birth and non-birth parents, Bereavement Leave, therapy and relationship counseling, weekly Best-Self Time, monthly stipend for wellness, monthly reimbursement for phone and/or internet, Sabbatical Program accessed at 5 or 7 Years and Retirement Account Program with 4% match at 6 months employment. We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities. 

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