Customer Marketing Manager

Punchh   •  

San Mateo, CA

Industry: Enterprise Technology

  •  

11 - 15 years

Posted 33 days ago

About the role

Reporting to the Senior Director of Product Marketing, the Customer Marketing Manager will be responsible for designing and delivering customer advocacy programs that incent and enable Punchh's key customers to become strong advocates for the Punchh Marketing Cloud platform. You will build customer stories for our verticals and engage strong customer advocates to share their success stories. We are looking for a mature, innovative, and customer-focused marketer who will drive customer advocacy through multiple channels, including referrals, testimonials, and references; identify cross-sell and upsell opportunities; and help drive loyalty and retention.


What You'll Do

  • Build, deliver, and manage Punchh's customer engagement and advocacy program strategy
  • Identify and maintain a pipeline of key customers that can act as marketing advocates to drive revenue by working closely with Customer Success
  • Develop customer success stories and marketing assets including case studies, video testimonials, and sales enablement assets, that highlight transformation, value to the business, and overall return on investment (ROI)
  • Ensure customer advocates are available as references for awareness/lead generation opportunities
  • Establish relationships with customers to identify renewals, referrals, and cross-sell and upsell opportunities
  • Manage external vendors to deliver quality content on-time and on-budget
  • Develop and execute customer lifecycle campaigns to incent customers to be Punchh advocates
  • Act as a key channel of customer feedback to Punchh Marketing, Product Management, Customer Success, and Sales
  • Assist Customer Success with customer marketing-related needs (i.e., collateral, sales tools and training)
  • Establish quantitative and qualitative metrics to assess success of customer advocacy programs
  • Take on additional responsibilities within marketing as needed to support broader team goals and objectives

What You'll Need

  • 10+ years of marketing experience with proven success in B2B enterprise software marketing, including customer marketing, product marketing, and/or digital marketing
  • Background in the restaurant business
  • Strategic mindset combined with a willingness to be detail-oriented and hands-on
  • Experience working with C-level audiences
  • Strong copywriting and editing skills
  • Executive-level presence and communication skills
  • Team-player, strong work ethic, highly-organized, and results-driven
  • Strong experience developing integrated marketing campaigns
  • Ability to work effectively with cross-functional teams, and work in a dynamic environment
  • Bachelor's degree is a requirement
  • Willing to travel 10 to 15%

Bonus Points If You

  • Earned a MBA

Benefits

  • Healthcare coverage, FSA, HSA
  • Life and AD&D insurance
  • 401K
  • Competitive salaries, bonus and stock options
  • Professional development
  • EAP
  • Maternity and Paternity (Bonding) Leave
  • PTO
  • Paid holidays
  • Free lunch every single day, social events, plus a well stocked refrigerator.