Job Title: Client Journey Marketing Manager
Reports To: Director of Marketing
This is an onsite role; only candidates able to commute to our Eagle, ID office, will be considered.
Crelate is hiring a Client Journey Marketing Manager to own our voice across the entire client journey, from signup through renewal. This is a cross-discipline role with hands-on ownership of every message our clients get: you own the calendar and how we engage existing clients.
The Client Journey Marketing Manager owns a business outcome (retention, expansion, and advocacy across the clients we already have) rather than a single channel. This is a cross-discipline role: you obsess over the client experience and optimize every one-to-many motion that touches it. Today a Crelate client can hear from several teams in the same week, each with a good reason and none of them coordinated. You9ll build one centralized communications program for the entire client base: one calendar, one voice, one plan, from signup through renewal. Reporting to the Director of Marketing and working closely with the CEO and COO, you9ll shape strategy and process design, then own execution end to end, partnering with onboarding, renewals, and the CSM team to define the triggers that start a conversation. This is a build role; there is no client marketing machine here waiting to be maintained.
Key Responsibilities:- Own a single client communications calendar across the full lifecycle (signup, onboarding, adoption check-ins, milestones, product launches, renewals) and act as the clearinghouse for anything going to clients at scale: what ships, to whom, when, and through which channel. Lower the total volume and raise the relevance.
- Partner with Client Success, onboarding, and renewals to define the signals that trigger outreach (onboarding milestones, usage changes, support patterns, renewal windows), and draw the line between one-to-many programs and the personal outreach a named rep owns, so clients never receive both.
- Build and manage client lifecycle email and automation in HubSpot, including the segments, triggers, and multi-step programs, yourself rather than waiting in a queue.
- Own cross-sell and upsell programs that introduce existing clients to the parts of the platform they aren9t using yet, partnering with product and sales, and own CTA optimization across client communications and in-product messaging.
- Run G2/Capterra and app store review campaigns to build reputation and earn AI/answer-engine (AEO) citations.
- Find the client stories worth telling and turn them into case studies, testimonials, quotes, video, and speaking opportunities, and grow a bench of clients who are glad to serve as references.
- Celebrate clients publicly: milestones, growth, awards, and the work they are proud of.
- Design the handoffs between onboarding, support, success, renewals, and marketing so the client experiences one company. Obsess over the experience at every step, continuously optimize each one-to-many motion, and hold the brand bar on everything that reaches them.
- Own the weekly KPI dashboard for the client base, reporting on retention, expansion revenue, review volume and rating, and engagement rather than send counts.
Skills & Experience:- 5-7 years of experience in client marketing, client journey or lifecycle marketing, demand generation, or client success at a B2B SaaS company, owning retention, expansion, or advocacy outcomes.
- Strong AI skills: Put AI to work to accelerate time to value and the impact you can have, while being 100% responsible for output.
- You are a hands-on builder who can create the campaign, the segment, the nurture flow, and the report, not just direct it. Hands-on with HubSpot.
- Organized by instinct: calendars, workflows, and process are how you think, and you have built them rather than inherited them.
- You are comfortable saying no. Owning a channel means telling a well-meaning colleague that their email isn9t going out this week, kindly and often.
- Analytical: comfortable digging into retention, expansion, and engagement data, with a working understanding of SaaS economics (NRR, churn, LTV).
- Strong writer who can take an existing brand voice and turn it into emails, in-app messages, and client stories without losing the client9s voice.
- Genuinely interested in clients: you9ll get call recordings, support tickets, understand onboarding, and learn the work our clients do.
- Collaborative and cross-functional, comfortable working with Client Success, Support, Sales, Product, and RevOps.
- Commercially minded and detail-obsessed: you think in retention and expansion revenue rather than sends and open rates, and you catch the broken link, the wrong merge field, and the email headed to the wrong segment before a client does.
- Recruiting, staffing, or HR-tech are a plus.
We can offer you:
- Flexible work hours, we9re focused on results
- Plenty of opportunities to learn and wear lots of hats
- Startup life: flexible, relaxed, yet high stakes work environment
- Awesome coworkers who care about their work and each other
Competitive benefits including:
- Paid parental leave
- Flexible spending and dependent care accounts
- Medical, Dental and Vision coverage
- 401k with company matching
- Long and short-term disability insurance
- A generous paid leave policy, which includes up to 14 days of office holidays (including a company-wide winter break)
- And for team members who excel, stock option grants.
