Job Details
Description
THE OPPORTUNITY:
This existing vacancy is open to candidates that reside in the United States or Canada.
The Senior Customer Marketing Manager will build and lead our existing customer marketing strategy, focused on accelerating expansion across the post-sale lifecycle. This role will design and execute targeted lifecycle and account-based programs that drive cross-sell, upsell, retention, and advocacy— generating measurable expansion pipeline and increasing product penetration within our customer base. Partnering closely with Sales, Customer Success, Product Marketing, and Marketing Operations, this leader will align messaging to critical lifecycle moments and leverage usage signals, intent data, and account insights to drive revenue impact. This is a high-visibility role with direct influence on Net Revenue Retention and customer lifetime.
Primary Duties and Responsibilities
- Design and execute segmented expansion campaigns targeting upsell and cross-sell opportunities by lifecycle stage, product usage, industry, and account tier.
- Partner with Sales and Customer Success to prioritize high-potential accounts and develop coordinated expansion plays.
- Collaborate with Product Marketing to refine bundling strategies, value propositions, and positioning that increase product adoption and penetration.
- Drive measurable expansion pipeline and revenue contribution from marketing-sourced and marketing-influenced programs.
- Architect personalized lifecycle programs leveraging behavioral triggers, product usage signals, intent data, and customer milestones.
- Execute integrated, multi-channel campaigns across email, webinars, in-product messaging, digital, and SDR outreach.
- Partner with Customer Experience and CS to align messaging across onboarding, adoption, renewal, and expansion stages.
- Establish scalable journey frameworks that balance automation with high-value account personalization.
- Work with Customer Success to identify and respond to risk signals (e.g., declining usage, support patterns, executive turnover).
- Develop targeted marketing interventions that support retention and protect recurring revenue.
- Contribute to overall Net Revenue Retention (NRR) strategy and performance.
- Define and track KPIs for customer marketing programs, including expansion pipeline, conversion rates, adoption lift, retention impact, and revenue influence.
- Partner with Marketing Operations to ensure accurate attribution and reporting within Salesforce
and Marketo. - Establish a rigorous test-and-learn framework, continuously optimizing segmentation, messaging, and channel mix.
- Own the strategy and execution for customer reviews across third-party platforms (e.g., G2, TrustRadius).
- Develop campaigns to increase review volume, quality, and category rankings.
- Coordinate cross-functionally to activate advocates and manage review responses in partnership with Product and Customer teams.
- Evaluate and pilot AI-driven approaches to personalization, segmentation, campaign automation, and performance optimization.
- Introduce scalable innovations that increase efficiency while improving relevance and customer
engagement.
Minimum Skills and Qualifications
- 5–8 years of experience in B2B SaaS marketing, with a focus on customer marketing, lifecycle, demand generation, or ABM.
- Proven success driving revenue-impacting expansion programs (upsell, cross-sell, retention).
- Demonstrated experience partnering closely with Sales and Customer Success on account prioritization and execution.
- Strong proficiency in behavioral, firmographic, and intent-based targeting.
- Hands-on experience executing integrated, multi-channel campaigns.
- Experience with Salesforce, Marketo, and at least one customer intelligence platform (e.g., Gainsight, Pendo, 6sense).
- Analytical mindset with a strong bias toward experimentation and measurable outcomes.
Preferred Skills and Qualifications
- Background in multi-product SaaS environments with complex platform positioning.
- Experience supporting post-sale GTM motions and Net Revenue Retention strategies.
- Familiarity with EHS, ESG, or compliance-focused technology markets.
VelocityEHS is committed to competitive, fair, and equitable compensation practices by offering market-based salary ranges. The expected salary range for this position is between $96,850 and $123,250 USD (United States) or $90,500 and $117,200 CAD (Canada). We aim to hire between the minimum and midpoint of the salary range and offers at the maximum of the range are uncommon. The final offered salary will be based on candidate’s proficiency in skill set, prior relevant experience, internal equity, market considerations, and other factors. This role is eligible for our comprehensive benefits package.