Senior Customer Marketing Manager

About the role

Horizon3 is seeking a strategic, data-driven Sr. Customer Marketing Manager to engage the entire customer lifecycle from onboarding and adoption through retention, renewal, and expansion.

You will build scalable programs that turn customers into radical champions. Programs you own will also help them realize more value from Horizon3, increase product engagement, reduce churn risk, and create qualified upsell and cross-sell opportunities. You will partner closely with Customer Success, Sales, Product Marketing, Product, Revenue Operations, and Marketing to turn customer insights, product signals, and business priorities into measurable programs.

The ideal candidate is both a strategist and an operator who can design a lifecycle framework, launch campaigns, enable customer-facing teams, analyze results, and improve programs over time.

What you will do

• Own programs that engage the customer journey across onboarding, activation, adoption, engagement, retention, renewal support, and expansion.

• Define customer segments, lifecycle stages, journey maps, messaging, and campaign playbooks.

• Closely partner with the customer enablement team to market customer education, product engagement, onboarding, and lifecycle programs that help customers reach meaningful outcomes through increased adoption and expand their use of Horizon3 solutions.

• Develop proactive marketing programs that compliment retention and re-engagement programs for at-risk or under-engaged accounts using customer health, product usage, support, engagement, and renewal signals.

• Create signal-based upsell and cross-sell campaigns tied to customer needs, product usage, account changes, approaching renewals, and expansion fit. Route qualified opportunities to the appropriate CSMs and account executives.

• Equip Sales and Customer Success with customer-centric messaging, adoption toolkits, executive business review materials, ROI content, playbooks, trigger definitions, and follow-up paths.

• Partner with Product Marketing and Product to translate customer feedback into product communications, release messaging, educational content, and lifecycle campaigns.

• Work with Marketing Operations, Revenue Operations, and Customer Success Operations to improve segmentation, data quality, trigger detection, nurture, automation, attribution, and reporting.

• Build annual and quarterly customer marketing plans, manage budgets and resources, and lead cross-functional execution across Marketing, Sales, Customer Success, Product, and Operations.

• Establish dashboards and operating rhythms that connect lifecycle engagement to adoption, gross revenue retention, net revenue retention, renewal health, expansion pipeline, and influenced revenue.

• Lead a test-and-learn approach across programs by defining success metrics, analyzing performance, identifying optimization opportunities, and iterating on strategy, messaging, and execution to improve results over time.

• Present performance, insights, risks, and recommendations to marketing and cross-functional leadership, using data to prioritize improvements.

What you bring

• 7 or more years of marketing experience, including 3 or more years in customer marketing, lifecycle marketing, customer success enablement, product marketing, or a related discipline.

• Experience building customer journeys and lifecycle programs across onboarding, activation, adoption, retention, renewal, and expansion.

• A track record of creating programs that improve product adoption, customer engagement, renewal outcomes, or expansion pipeline.

• Experience developing trigger-based or signal-based campaigns tied to customer health, product usage, account activity, or renewal timing.

• Experience partnering with Sales, Customer Success, Product Marketing, Product, Revenue Operations, and Marketing Operations.

• Strong understanding of B2B SaaS or cybersecurity buying cycles, customer stakeholders, and complex account environments.

• Strong analytical and operational skills, including the ability to connect campaign performance and customer behavior to business outcomes.

• Excellent project management skills and the ability to manage multiple priorities in a fast-moving environment.

• Experience managing budgets, agencies, contractors, or cross-functional workstreams.

Perks of Horizon3

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.

• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.

• Base salary range: $145,000-$185,000 annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.