Customer Marketing Manager, Invicti

• Obsessed with customer experience: You can learn and speak the language of our customers, know their pain points and priorities and can translate what Invicti offers to match their needs
• Communicative and collaborative: You love working cross-functionally to ensure clarity and impact of any project or program
• Action and results-oriented: You want to get things done and done well; You’re an expert at prioritization and measurable outcomes, using your expertise and experience to deliver plans and activities that matter
• Bachelor’s degree or equivalent work experience
• 5-7 years experience in a B2B tech marketing or communications role
• Strong reporting and analytical skills
• Excellent planning, organizational, and time management skills
• Excellent written and verbal communication skills
• Experience in executing B2B digital campaigns, events and content
• Proficiency in Google Suite, Salesforce, Outreach and Pendo

Desirable

• Build and support our customer marketing strategy, ensuring valuable customer experiences across the lifecycle that drive customer loyalty, retention, expansion and advocacy
• Manage customer engagement and communication programs, such as web and chat experiences, in-product educational content, in-person/virtual events, workshops, onboarding, gifting, and nurture campaigns
• Regularly meet and build rapport with customers, as well as deploy surveys and feedback programs to understand pain points, behaviors and needs, sharing that knowledge with teams and applying it to programs
• Develop, execute and maintain a customer advisory council, with the support and guidance from the executive team and customer success leaders
• Work closely with our Customer Success team on expansion and renewal plays to hit expansion pipeline targets and drive improvements in GDR
• Work collaboratively with the Content Marketing, Documentation and Support teams to build customer-specific content and communications
• Maintain a library of customer success stories, case studies, product use-case videos and testimonials
• Work cross-functionally with the entire marketing team to ensure alignment between prospect and customer experiences and also be the voice of the customer inside the Marketing organization
• How You’ll Measure Success:
• Customer engagement with in-product content via pendo
• Customer expansion pipeline from marketing-attributable activity
• Voice of the customer program participation and score improvement (NPS, CSAT, etc.)
• Customer conversion on digital experiences (Chat bot journeys, customer-specific landing pages, customer newsletter clicks, etc.)
• Engagement with customer communications and content (clicks, shares, responses, web traffic, etc.)
• Gross dollar retention (GDR)