Location- Remote, US: This position is open to candidates residing in any of PDQ's open states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.
About the role:The Manager, Customer Marketing will be responsible for developing, implementing, and overseeing marketing programs and initiatives that target our customer base to engage, grow, and retain accounts across our suite of products. You will oversee a team of Customer Marketing professionals and work closely with cross-functional teams to drive customer engagement, loyalty, and advocacy, contributing to customer retention and revenue growth.
How you might spend your day:- Build, implement, and oversee the customer marketing strategy, ensuring valuable customer experiences across the lifecycle that drive customer loyalty, retention, expansion and advocacy.
- Partner with other marketing teams, including email marketing, content marketing, product marketing, and marketing operations, to ensure cohesive, integrated marketing efforts.
- Manage a team of Customer Marketing professionals, providing guidance, mentorship, and support.
- Oversee the achievement of Customer Marketing goals for engagement, cross sell, and upsell across owned and un-owned (self-serve) accounts.
- Create and deploy surveys and feedback programs (like NPS) to understand pain points, behaviors and needs, sharing that knowledge with teams and applying it to programs.
- Collaborate with the product and customer success teams on onboarding, product adoption, engagement, expansion and renewals to meet pipeline targets.
- Own marketing-driven cross sell to current customers, increasing product SKU adoption across our suite of products.
- Develop and own customer success stories and testimonials, inclusive of identifying key customer advocates and maintaining a library of stories for marketing and sales teams to use.
- Plan and execute customer-facing events and community programs (e.g., webinars, user conferences, online community) to deepen engagement and strengthen customer relationships.
- Own the strategy and execution of lifecycle marketing campaigns - onboarding nurture, renewal reminders, win-back, and at-risk account outreach - in partnership with email marketing and marketing operations.
- Own and report on key Customer Marketing metrics, including Net Revenue Retention (NRR), logo retention, NPS/CSAT, expansion pipeline sourced, and advocacy participation rate.
- Define and maintain customer segmentation and lifecycle stage frameworks (e.g., by tier, usage, health score) to enable targeted, relevant marketing programs.
- Analyze Customer Marketing program performance to set benchmarks, optimize tests, and inform strategy; regularly present results to leadership to aid in planning and prioritization.
- Analyze data, including product usage, to understand customer pain points, engagement, customer experience; determine and implement recommendations to address opportunities for improvement
We're looking for people who have:- 7+ years of marketing experience, ideally in a high-growth B2B SaaS environment.
- Bachelor's degree (or equivalent) in marketing, Business, or related field.
- Proven experience in creating and managing customer marketing programs from customer onboarding to renewal.
- Previous leadership or management experience, with a strong ability to inspire and mentor a team.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Outstanding communication skills (verbal and written).
- Demonstrated ability to lead and collaborate across teams, driving results in a fast-paced environment.
Why You'll Love Working at PDQ:PDQ offers all of the great perks and benefits you'd expect from working at a very cool tech company, and even some you might not expect, including:
- 4-Day Work Week
- Equity Participation
- Managers who champion professional development
- 100% Premium Coverage for medical, dental and vision for you and your dependents
- 100% Premium Coverage for Short Term Disability, Long Term Disability, Life, and AD&D Insurance
- Company Match of the first 6% of your employee deferrals
- Flexible Paid Time Off Policy that treats you like the adult that you are
- Health Savings Account (HSA) and wellness incentives
- Quarterly Company Values Award (team member nominated)
