Customer Lifecycle Marketing Manager

Job description

**Job Title:** Customer Lifecycle Marketing Manager **Location:** National Harbor, MD (Hybrid) **Type:** Full Time **Compensation:** $95,000 to $130,000 DOE, Annually Cloudforce is growing quickly in higher education, where strong customer relationships drive retention, product direction, customer proof points, and new business. Our customers help demonstrate what is possible with nebulaONE® — a secure, governed AI gateway deployed within an institution’s Microsoft cloud environment. We are looking for a Customer Lifecycle Marketing Manager to build Cloudforce’s post-sale marketing function from the ground up. This builder role will create the programs, communications, customer stories, and advocacy initiatives that help customers realize more value from [nebulaONE®](https://nebulaone.ai/) while turning successful customers into references, case studies, peer advocates, and expansion opportunities. Working closely with Customer Success, Product, Product Marketing, Sales, and Marketing Operations, you will build a customer lifecycle motion supporting onboarding, adoption, retention, expansion, and advocacy. The ideal candidate has experience in customer marketing, lifecycle program management, content development, and cross-functional collaboration, and is excited to build, test, and scale the function over time. ### Responsibilities ***Customer Lifecycle Marketing:*** - Build and optimize Cloudforce’s customer marketing motion across the post-sale journey — from onboarding through renewal and expansion. - Create relevant lifecycle communications, email programs, content, and HubSpot touchpoints that help customers succeed and realize more value from nebulaONE®. - Partner with Customer Success to ensure communications are timely, useful, and aligned with the customer journey. ***Onboarding and Adoption******:*** - Develop programs that help new customers become confident, engaged nebulaONE® users. - Create onboarding sequences, welcome communications, milestone touchpoints, getting-started resources, feature explainers, use case content, and administrator enablement materials. - Partner with Customer Success and Product to address adoption barriers, answer common customer questions, and promote new features and workflows. ***Customer Education and Insights:*** - Translate customer needs, questions, and product experiences into practical, scalable education programs. - Use engagement and adoption signals to identify where customers need additional support. - Share customer insights with Product, Customer Success, Sales, and Marketing to improve communications, adoption, and the overall customer experience. ***Customer Stories and Advocacy:*** - Build a customer advocacy program that turns successful deployments into credible proof points. - Develop case studies, testimonials, customer spotlights, outcome stories, reference opportunities, and peer-to-peer programs. - In higher education, peer validation matters deeply; help customers share how they use nebulaONE® to achieve meaningful results. ***Renewal and Value Enablement:*** - Partner with Customer Success and Sales to help customers understand and communicate the value they receive from nebulaONE®. - Create usage summaries, impact snapshots, outcome stories, executive-facing proof points, and pre-renewal communications. - Capture customer wins, adoption milestones, and measurable outcomes throughout the customer journey — not only before renewal. **Expansion Marketing and Lifecycle Operations:** - Help identifyexpansion-ready accounts based on engagement, adoption, new use cases, and customer feedback. - Create use case one-pagers, department-specific examples, and customer stories that support natural expansion conversations. - Partner with Marketing Operations and RevOps to develop HubSpot segmentation, workflows, and reporting for customer engagement, renewal, advocacy, and expansion. ### Qualifications ***Required:*** - B2B SaaS marketing experience, ideally in a company with a recurring revenue model and a strong focus on customer retention, adoption, and expansion. - Customer marketing, lifecycle marketing, or post-sale marketing experience, with a demonstrated ability to create programs that support customers after purchase. - Experience building customer communications and lifecycle journeys, including onboarding sequences, adoption campaigns, customer newsletters, renewal support, and expansion-oriented nurture programs. - Strong content development skills, with the ability to translate customer needs, product value, and business outcomes into clear, practical customer-facing content. - Experience partnering closely with Customer Success and Sales, including creating materials, programs, and campaigns that help customer-facing teams engage accounts more effectively. - Comfort with segmentation, reporting, and campaign performance analysis, including using data to identify customer engagement patterns, adoption opportunities, and areas where additional education or communication is needed. - Hands-on experience with marketing automation or CRM platforms, with HubSpot experience strongly preferred. - Ability to capture and develop customer stories, proof points, and advocacy content, including customer interviews, case studies, use case examples, testimonials, and peer validation assets. ***Strongly Preferred:*** - Experience marketing to or working with higher education institutions. - Familiarity with AI, Microsoft technologies, enterprise software, or cloud-based solutions. - Experience supporting customer advocacy, champion, reference, or community programs. - Experience working with RevOps, Marketing Operations, or Customer Operations to build segmentation, workflows, dashboards, and campaign reporting. - Experience in a builder-stage environment where processes, programs, and team structures are still being defined.