Customer Marketing Manager

Job description

**Who we are** Hi there 👋 We’re Ethena, compliance training that customizes itself to you. Ethena combines top-rated training content with intelligent AI that builds and adapts training to reflect your company’s unique brand, roles, policies, and risks, so it feels like your team, whether that’s hard hats or virtual meetings. From auto-assigning courses based on HRIS data to transforming your policies into interactive training in minutes, Ethena helps People, Legal, and Compliance teams launch in days (not months) and cut learner seat time by up to 60% with adaptive learning paths. Ethena supports 1M+ learners across 2,000+ organizations, with a 93% learner approval rating and 96% customer renewal rate. Over the past several years, we’ve delivered consistent, durable growth, including 120%+ net dollar retention, 95%+ gross dollar retention, and strong enterprise expansion across industries. Ethena has become a go-to compliance partner for modern, global organizations. Beyond training, Ethena unifies core compliance tools, Hotline & Case Management, Policy Bot, and Phishing Simulator, into a single platform, with built-in audit trails and compliance controls teams can trust. Trusted by teams at companies like Genesco, Asana, Pinterest, and Synaptics, it’s a great time to join [us.](http://us.How) **How we work** We’re a team that values diversity in all its forms and loves adding new perspectives. We ask thoughtful questions, challenge assumptions, and build with empathy, for customers and for each other. We care about craft, we love feedback, and we take ownership. We also embrace humor (yes, the puns are real), because doing serious work doesn’t have to feel so serious. *Our workforce is fully remote, and your personal working hours can be based on your own timezone. All team-wide meetings are scheduled to be inclusive of all North American time zones.* ### Who we're looking for We're looking for a Customer Marketing Manager to join our Marketing team! This role will report to the Director of Demand Generation & Marketing Operations and own the programs that drive expansion and deepen engagement across Ethena's growing customer base. The north star for this role is revenue expansion within existing accounts. You'll build and run the lifecycle marketing programs that surface new products and capabilities to the right customers at the right time, and you'll back that up with the communications, storytelling, webinars, and community work that make customers want to grow with us. If you love customer relationships, know how to find a compelling story, and want your work to show up in expansion ARR and renewal conversations alike, this is your role. *You may notice that we have an HQ in Brooklyn, but our workforce is fully remote and this role is open to anyone based in the United States. Your personal working hours can be based on your location, within standard continental US timezones. Ethena tries to be inclusive of those based outside of Eastern time for large team meetings.* ### Reports to Evan Doyle, Director of Demand Generation & Marketing Operations ### What you'll do - **Own email communications to customers:** The primary metric for this role is expansion and upsell within the existing customer base, and email is your main vehicle. You'll build and manage campaigns that surface new product capabilities, create upsell moments at the right lifecycle stage, and drive adoption of features customers aren't yet using. Within that, you'll also own the monthly customer newsletter, feature launch announcements, and ongoing adoption programs that deepen customers' use of the platform. - **Own onboarding and early lifecycle marketing:** Take over and improve Ethena's existing new-customer email onboarding program. You'll build a systematic approach to the first 90 days that accelerates time to value, drives feature adoption, and identifies customers who are ready to become advocates early. - **Run customer webinars:** Plan, produce, and host regular webinars for our customer base. You'll bring in product experts, Ethena team members, and customer guests to showcase what's new, what's useful, and what's coming. You own the calendar, the content, the logistics, and the follow-up. - **Support a customer advisory board:** Working with the CCO, establish and manage a formal Customer Advisory Board with senior customer executives: compliance leaders who can shape Ethena's direction. You'll recruit members, run sessions, and make sure the CAB creates real value for participants, with insights flowing back into product and go-to-market. - **Capture customer stories:** Manage the full lifecycle of Ethena's customer advocacy assets: testimonials, case studies, video stories, and pull quotes. You'll identify great stories, build the relationships needed to tell them, and produce assets that show up across sales, marketing, and events. - **Build and run the reference program:** Manage Ethena's customer reference program, matching open sales opportunities with the right customer advocates at the right moment. You'll keep our reference roster healthy, diverse, and protected from overuse. - **Get customers on stage:** Place customers in speaking opportunities at Ethena-produced webinars, at industry events, and at conferences. You'll help coach them, support their prep, and make sure Ethena's name travels with them. - **Foster customer community:** Working with the CCO and marketing team finding moments, virtually and in-person to foster a sense of community among Ethena’s customers. - **Own peer review programs:** Manage Ethena's presence on G2, Gartner Peer Insights, and similar platforms. You'll run a steady cadence of review generation campaigns, coordinate with Customer Success on who to approach, and make sure strong reviews flow back into sales and marketing materials. ### What makes a great candidate - **Customer marketing experience:** You've owned customer marketing or advocacy programs at a B2B SaaS company. You know what good looks like for lifecycle email, webinars, case studies, and reference management, and you can point to expansion or retention outcomes you've contributed to. - **A revenue mindset:** You think about your work in terms of what it drives, not just what it produces. You're comfortable tying a campaign to expansion ARR, a webinar to upsell pipeline, and a case study to a won deal. - **A storyteller's instincts:** You can spot the compelling angle in a customer's story and know how to pull it out. You write well, coach well, and know the best case studies make the customer the hero. - **Cross-functional range:** This role touches Product, Customer Success, Sales, and Marketing. You're comfortable context-switching, comfortable asking people for things, and comfortable representing the customer's perspective in internal conversations. - **Bias toward action:** You'd rather run a good webinar this month than spend three months planning a perfect one. You're organized enough to keep multiple programs running at once without dropping anything. - **MarTech & AI fluency:** You've built emails and lifecycle workflows in HubSpot. Salesforce familiarity is a plus. You understand how customers move through a post-sale lifecycle and you've built programs around it. You’re a heavy AI user who has built agentic workflows and connected systems to drive faster and better outcomes. - **Compliance or regulated-industry curiosity:** You don't need to be a compliance expert on day one. But genuine interest in the space will serve you well. ### Physical demands This is sedentary work that primarily involves sitting/standing in a home office environment. Occasional travel may be required.