Senior Manager, Customer Marketing

About the Role:

We are looking for a strategic and highly collaborative Senior Manager, Customer Marketing to lead our customer lifecycle, retention, and advocacy initiatives. In this role, you will be the voice of the customer within the marketing team, designing campaigns and programs that drive engagement, loyalty, cross-sell/upsell revenue, and brand advocacy. You will partner closely with Customer Success, Sales, and Product teams to ensure our customers are extracting maximum value from our offerings and turning into our biggest champions.

This role inherits and scales a live program portfolio: the GRR campaign supporting our 85% gross revenue retention target, an installed-base upsell motion (Ratings → MAX, Driftnet, and TITAN), and a growing customer reference engine. You will own these from day one.

This role follows a hybrid work model based on proximity to our office locations. Employees who live within 75 miles of our Midtown NYC or Downtown Austin office are required to work onsite 1–2 days per week. Employees who live outside a 75-mile radius of both offices are eligible for fully remote work.

Required Qualifications:

Customer Strategy & Lifecycle Marketing

• Own the customer journey: Map and optimize the post-purchase journey — onboarding, adoption, renewal, and expansion — including the freemium-to-paid conversion path (email drip journey and conversion optimization program currently in flight).
• Own the GRR campaign portfolio: Run and scale the retention programs already in motion, including the 50 Customer Forums series with Cyber Rescue Alliance, the Platform Pulse "what's new at SSC" webinar series, the Behind the Score educational webinar series (201 registrants in its first run), Arcade clickable product demos, and the GRR Activities by Motion tracker as the operating system for all of it.
• Drive expansion revenue with signal-based triggers: Partner with Sales and Customer Success to build campaigns triggered by product and portfolio signals — vendor score drops, new critical vendor findings, fourth-party incidents in a customer's ecosystem, questionnaire/assessment volume growth, approaching renewals, and usage patterns that indicate MAX, Driftnet, or TITAN fit. Convert these triggers into qualified upsell pipeline routed to CSMs and AEs, aligned to the CRO's installed-base cross-sell motion.
• Reduce churn: Develop proactive retention plays for at-risk accounts — including re-engagement programs for dark or non-operationalized accounts — using customer health, engagement, and support signals to intervene before renewal risk becomes renewal loss.

Advocacy, References & Community

• Build the reference engine: Identify, nurture, and mobilize customers for case studies, testimonials, webinars, speaking slots, and peer reviews (G2, Peerspot). Scale the current case-study pipeline (recent examples: MRS, Cedia, Axia, Sistecredito internationally; HYPR and Jappware testimonials) into a systematic program with regional coverage, and feed named references into ABM plays — one anchor customer per vertical unlocks the whole segment.
• Peer-to-peer selling: Run customers-only forums and roundtables where current customers present value to peers (the Cyber Rescue Alliance forum model), and place customer champions into field events, CISO dinners, and Odyssey.
• Foster community: Launch and manage user groups, exclusive events, and community programs — with Odyssey (our annual customer conference) as the flagship advocacy moment of the year.

Cross-Functional Collaboration & Insights

• Sales & CS enablement: Create customer-centric collateral, EBR decks, ROI artifacts (e.g., the MAX Questionnaire ROI Calculator), and toolkits that help customer-facing teams drive adoption and secure renewals.
• Product marketing alignment: Act as the feedback loop between customers and Product; coordinate with PMM on release communications, the monthly product newsletter, and Scorecard Digest.
• AI-assisted lifecycle: Work with Marketing AI Ops to automate trigger detection and nurture (Maxine email workflows, Marketo journeys, Pocus playbooks), so lifecycle coverage scales without linear headcount.

Measurement & Reporting

• Own the numbers: GRR (85% target), NRR, upsell/cross-sell pipeline sourced from customer marketing, reference/advocacy pipeline, customer health and NPS, webinar and forum engagement-to-expansion conversion.
• Data-driven optimization: Report weekly into the CMO update; analyze campaign performance per motion in the GRR tracker and continuously test and improve.

Preferred Qualifications:

• Experience: 7+ years of marketing experience, with 3–5 years in customer marketing, lifecycle marketing, or customer success enablement — B2B SaaS strongly preferred; cybersecurity a plus.
• Expansion track record: Demonstrated success building signal- or trigger-based upsell campaigns that produced measurable cross-sell pipeline in an installed base.
• Leadership: Proven experience managing programs independently and leading cross-functional initiatives; people management experience a plus.
• Advocacy expertise: A strong portfolio of customer-driven content (case studies, videos) and experience managing review platforms or advocacy software.
• Technical proficiency: Deep knowledge of marketing automation (Marketo), CRM (Salesforce), and customer success/PLG tooling (Gainsight, Pocus, or similar); comfort working alongside AI-driven workflows (AI SDRs, automated nurture) is a differentiator.
• Analytical skills: Strong ability to interpret data, measure ROI, and make data-driven decisions across the customer lifecycle.
• Communication: Exceptional written and verbal communication, with the empathy and presence to build rapport with C-level executives and practitioners alike.

The estimated total compensation range for this position is $180,000 - $200,000 USD (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.