Customer Happiness Marketing Manager

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You’re a seasoned marketer. You’ve had your fair share of online and/or offline campaigns to generate awareness, visits, and leads. You’ve also launched a bunch of email marketing campaigns targeted at leads and/or customers. You might even have some customer support experience up your sleeve. You don’t spray and pray. You analyze, deduce, clarify, create, measure, manage and optimize. Your strategic initiatives allowed you to successfully fill the top of your marketing funnels in the past, but something inside you had you yearning for more -- for seeing success all the way to the bottom of the funnel - where leads are converted into customers who are delighted with your products and services, who won’t stop talking about you, and keep coming back for more. You understand that at the very core of a successful business is happy customers. Customer success is the new marketing. You love that. You’re on a mission to understand who your customers are, what they need, what they don’t realize they need, how to communicate with them, how to increase retention, and how to come up with creative and successful ways in which you can improve customer happiness. You’re analytical and creative. Collaborative and independent. Data-driven and articulate. You work well with cross-functional teams. You work well with and without structure, can spot inefficiencies and gaps in processes and frameworks, see them as opportunities in disguise and work with the right people on the right teams to fill these gaps and get us closer to our goals.

You will be our go-to person for Customer Experience Marketing. Our BOFU expert. Our data miner, strategizer, executioner. You will be our bridge builder and gap-identifier. You will use data and leverage insights to build core marketing programs that drive customer happiness and success, measured through engagement, retention and upselling. **Your main focus will be to:** * Build a core marketing program around customer success * Work with sales teams, customer support, and regional managers to come up with ways in which we can nurture existing customers to drive renewals and upsell revenue * Work directly with customers to help with research/understanding * Devise strategic tactical plans to support those programs and oversee the implementation of all corresponding initiatives * Use our customer segmentation insights to create programs, messaging, and campaigns that build intimacy, drive engagement and deliver value * Work with the Customer Success team to identify gaps, opportunities and any potential overlaps in tactics * Work with Customer Success, Sales, Regional, Funnel, and Content teams to create successful on-boarding programs and processes * Monitor product usage within those segments and identify opportunities to nurture and promote happiness * Work with other teams to access the right metrics, understand historical trends and create weekly, monthly, quarterly, and yearly reports to monitor performance of any and all initiatives and gauge the health of our customers * Standardize processes to manage customer success * Provide necessary insights to regional marketing managers that may impact their particular markets and work with them on implementing customized programs * Provide necessary insights to the sales managers and make recommendations on the creation of possible sales enablement trainings, tools, and assets * Provide necessary insights to the product teams on how to improve the product to provide more value

* 3-5 years of marketing experience * Experience in creating and managing customer marketing campaigns and initiatives * Experience in leading cross-functional projects * Experience working with sales teams and customer support teams * Experience in data mining, customer segmentation, and conducting qualitative and quantitative research * Great comfort speaking with customers * Public speaking skills * Hubspot experience a super-plus