Senior Customer Marketing Manager

Job description

We are seeking a Senior Customer Marketing Manager who will build and execute ProcessUnity's customer marketing strategy, creating scalable programs that drive customer engagement, product adoption, advocacy, retention, and expansion across our global customer base. Reporting to the Senior Director of Demand Generation, this role partners closely with Customer Success, Sales, Product, Product Marketing, Marketing Operations, and regional teams to create programs that strengthen customer relationships throughout the entire customer lifecycle. This is a highly collaborative, hands-on role for a customer marketer who enjoys building programs from the ground up, turning customer insights into action, and using data to continuously improve customer engagement and business outcomes. You'll help customers realize value faster, accelerate adoption of new capabilities, amplify customer advocacy, contribute directly to net revenue retention and expansion. This is a hybrid position based at our Concord, MA office, with on-site work expected one day per week. What You'll Do: Build and execute customer lifecycle marketing programs — adoption, education, retention, advocacy, and expansion — across global customer segments, using segmentation strategies based on persona, industry, region, product adoption, customer maturity, health, and usage signals Partner with Product, Product Marketing, and Sales to build cross-sell/upsell campaigns and new product/feature launch and adoption programs, ensuring customers understand and realize the value of new capabilities Own the customer communications strategy and editorial calendar, including newsletters, product updates, and webinars Lead planning and execution of the flagship UNITE Customer Summit and regional customer events, partnering cross-functionally to drive education, networking, and advocacy Partner with Customer Success and Product to translate customer feedback into engagement opportunities and marketing strategy Build and scale a customer advocacy program, including references, case studies, testimonials, G2/Gartner Peer Insights reviews, speaking opportunities, and customer advisory initiatives Develop and execute campaigns, webinars, and engagement programs to grow participation in ProcessUnity's Global Risk Exchange, increasing third-party enrollment and network value for customers Define and report on customer marketing KPIs (engagement, advocacy, event participation, retention, expansion, campaign performance), and track marketing-sourced/influenced pipeline and expansion revenue to optimize programs and demonstrate business impact Collaborate closely with Demand Generation, Product Marketing, Partner Marketing, Customer Success, and Sales — including regional teams — to ensure consistent messaging and coordinated, localized customer experiences Manage the customer marketing budget to maximize program effectiveness and ROI Manage vendor relationships to support customer marketing programs Stay current on lifecycle marketing best practices and AI-powered marketing technologies to continuously improve customer engagement Desired Skills and Experience: 7+ years of experience in customer marketing, lifecycle marketing, growth marketing, or customer engagement within a B2B SaaS organization Bachelor's degree in Marketing, Business, Communications, or a related field, or equivalent professional experience Proven success building customer marketing programs that improve customer engagement, product adoption, retention, advocacy, and expansion Experience partnering closely with Customer Success, Sales, Product, Product Marketing, and Marketing Operations Strong understanding of customer lifecycle marketing, customer segmentation, journey orchestration, marketing automation, and customer communications Experience using customer data, product analytics, customer health metrics, and lifecycle insights to create personalized customer experiences Demonstrated success planning and delivering customer conferences, executive events, user groups, and advocacy programs that drive customer engagement and loyalty Experience with Marketo, Salesforce, 6sense, ON24, or similar marketing technology platforms to execute and optimize customer marketing programs Strong analytical mindset with experience measuring campaign performance and translating customer data into actionable insights Excellent project management and cross-functional collaboration skills Outstanding written communication and storytelling abilities with experience developing customer-facing content Compensation Range: $105,000 - $140,000 plus bonus depending on experience About ProcessUnity ProcessUnity is the Third-Party Risk Management (TPRM) company. Our software platforms and data services protect customers from cybersecurity threats, breaches, and outages that originate from their ever-growing ecosystem of business partners. By combining the world’s largest third-party risk data exchange, the leading TPRM workflow platform, and powerful artificial intelligence, ProcessUnity extends third-party risk, procurement, and cybersecurity teams so they can cover their entire vendor portfolio. With ProcessUnity, organizations of all sizes reduce assessment work while improving quality, securing intellectual property and customer data so business operations continue to operate uninterrupted.