The Role
The Customer Marketing Manager will be responsible for crafting and executing strategies that elevate customer adoption and upsell, retention, and advocacy. Through the creation of marketing programs to support account growth and retention through the entire customer lifecycle, the Customer Marketing Manager will be integral to supporting Fusion's unique customer community. Reporting to the Director, Marketing Communications, this role will collaborate closely with Account Management (AM), Customer Success (CSM), and the broader Marketing team. The ideal candidate will develop and execute strategies that support upsell and cross-sell initiatives, ensure a seamless customer journey, and drive product adoption and usage.
Key Responsibilities:
Build customer engagement and retention programs end-to-end
- Define, create, build, deploy and measure campaigns
- Plan, develop, and execute marketing programs to drive expansion within the customer base
- Develop key targets and metrics to evaluate success
- Engage with all customer facing teams to build and execute the customer marketing strategy
Support growth of existing customers with cross-sell and upsell motions
- Provide tailored marketing assets to support sales and success teams in expanding the customer base
- Design and implement customer-focused campaigns to drive upsell and cross-sell opportunities in collaboration with AM and CSM teams.
- Manage Fusion's customer portal, Fusion Central, maintaining content, moderating discussions, updating event information etc.
- Measure and report on the success of customer campaign performance and marketing-influenced pipeline.
Support adoption and retention
- Partner with Customer Success to connect customers with the right educational resources to drive product adoption.
- Partner with Customer Success and Account Management Teams to identify and address gaps in product adoption.
- Maintain up-to-date knowledge of customer lifecycle, demand generation, and B2B marketing trends, best practices, and technologies to identify new opportunities.
- Review ABM / intent-data showing customer interest/intent and socialize with key stakeholders to support the expansion of existing accounts through cross-functional adoption
- Support events to ensure best possible customer engagements
Improve the overall customer experience to ensure stickiness and renewal
- Develop lifecycle engagement programs to optimize the customer experience from onboarding through renewal
- Engage with cross-functional teams to build out an ongoing Fusion customer story library, including testimonials, case studies and more.
- Partner closely with marketing & sales to meet business objectives through customer advocacy initiatives.
Qualifications
- BA in marketing, communications, business, or a related field
- Previous Marketing Management or Customer Success experience
- Proficiency in digital marketing tools and platforms.
- Strong analytical and project management skills.
- 5-7 years of relevant customer lifecycle/customer marketing experience in B2B/SaaS
- Technical knowledge of the latest digital marketing tools and channels
- Experience created value-driven messaging to drive customer product adoption and retention
- Experience developing drip campaigns and activation/onboarding campaigns for customers
- A balance of creative thinking, solid project management, and analytical skills.
- An energetic team-focused attitude. You are always willing and ready to jump in and help wherever you can
- A willingness to work with people from diverse backgrounds and experiences
- Team-oriented, proactive, and adaptable approach to collaboration.
Milestones for the First Six Months
(In one month you will)
Know and understand how Fusion operates, the value we offer to our customers, and our key differentiators in the market.
(In three months you will)
Complete an audit and review of existing customer communications and programs seeking opportunities to bring Fusion's customer marketing strategies to life. Partner with customer facing teams to execute on campaigns and programs.
(In six months you will)
Be actively engaged in building and delivering customer marketing programs that support the full customer lifecycle, from implementation through to cross-sell/upsell and renewal.
Disclaimers
This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.
Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
