Senior Customer Marketing Manager

DescriptionJob Title: Senior Customer Marketing ManagerTeam: MarketingStatus: Full-Time, ExemptSalary: $110,000-$125,000 (NYC based) / $105,000-$120,000 (Remote - US)Location: New York City office - 20% onsite / hybrid. We are also open to remote candidates on the East Coast (US or CAN) with the ability to travel to NYC for quarterly in-person days.Spektrix is a growing collection of creative problem solvers, tech enthusiasts and arts lovers whose mission is to help arts organizations be more successful. We’re doing this through a combination of cloud-based software and consultative customer support that empowers arts organizations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. You’d be joining a team of over 260 based across our London, Manchester and New York offices, and working with over 800 arts organizations and hundreds of web agencies across North America and the UK.The roleAs the Senior Customer Marketing Manager, you’ll be responsible for deepening customer relationships, increasing retention and expansion, and transforming satisfied customers into vocal advocates. You’ll lead the strategy and execution of lifecycle campaigns, customer communications, and advocacy programs in close collaboration with client success and the larger marketing team.This role requires a relationship-driven marketer with a passion for customer experience and proven success in B2B environments. Accountabilities and ResponsibilitiesAccountable for:

• Building and executing on effective client marketing strategies and campaigns with the goal of building stronger relationships, increasing adoption, and creating advocates.

• Managing and scaling the customer advocacy program that not only captures advocate client testimonials and feedback, but creates a mechanism to recruit clients to advocates.

• Owning and optimizing the customer lifecycle journey and marketing experience, including onboarding, adoption, renewal, and advocate stages.

• Identifying and cultivating power users and champions for use in sales, marketing, and events.

• Maintaining a consistent tone of voice and brand experience across all touchpoints.

• Analyzing customer behavior and feedback to identify marketing opportunities and areas for improvement.

To deliver on these accountabilities, this role will be responsible for:

• Working closely with the community and events team to ensure smooth collaboration through these channels.

• Partnering with client success to surface customer success stories and advocacy opportunities.

• Collaborating with the events team to coordinate client participation in speaking at events, on potential advisory boards, in media and case studies, etc.

• Developing and managing email nurture campaigns, newsletters, and in-app messaging to educate and engage users.

• Collaborating with product marketing to define segmentation and personalized communications and product usage, adoption rates, etc.

• Working with product marketing to establish the content strategy for customer-facing updates, including product announcements, feature releases, and educational content.

• Managing the marketing aspects of the net promoter score evaluation.

• Establishing goals, measuring outcomes, and sharing insights to continually improve customer marketing efforts.

Key Requirements

• Strong project management and organizational skills; able to balance multiple priorities

• Excellent written and verbal communication skills with the ability to distill complex concepts

• Demonstrated understanding of client personas and data-driven audience segmentation to develop targeted, personalized marketing strategies that enhance engagement, conversion, and retention

• Familiarity with HubSpot CRM and marketing automation platforms

• Experience working across time zones

• An excellent rapport with customers and client organizations of all sizes

Benefits

• Company paid medical, dental and vision insurance

• Generous Paid Time Off benefits, including:

  • 21 days of PTO (vacation, personal time, whatever you choose to use it for)

  • 14 paid holidays

  • 10 Paid Sick Days

• 401(k) with 4% employer match

• Professional development opportunities

• Two paid volunteering days per year

• Flexible working with support for WFH setup / equipment

• Month-long Paid Sabbatical after 5 years of service

• Free snacks, drinks and breakfast items in our offices

• Catered lunch at the office every Thursday

• Varied range of regular social activities throughout the year

Working from home/remote working

We aim to be as flexible as possible when it comes to working setups and lots of our team work from home on a regular basis. This means we generally work with a “remote first” approach even when we are in the office. Whether you end up working in the office or from home more you will need a good setup for working from home.

We’ll provide reasonable support and all the hardware you need to get started, but we do require that you have the following already in place:

• A quiet working space at home where you can consistently take video calls without interruptions

• An internet connection that supports your participation in video calls and access to our systems and services

Costs Associated with working onsite:

• For 'local' team members (under 2 hours from the office), a stipend is offered for each day you work on-site. Think of it as our way of easing potential commute related costs (but no need to prove it - this is a perk we offer for days worked onsite, regardless of how you choose to get there).

• For remote-based team members (‘non local’), Spektrix covers all work related travel expenses directly. There is no stipend, but flights, hotels for overnight stays, etc. are paid for through our work travel tool, TravelPerk, and/or reimbursed through an expense report where applicable.

Equal opportunities

Spektrix is an equal opportunities employer. We recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.

Confidence can sometimes hold us back from applying for a job. Studies show that women do not apply for roles unless they meet 100% of the requirements, whereas men apply when they meet at least 60% of the requirements. At Spektrix, we know that there's no such thing as a 'perfect' candidate. Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Diversity in the workplace is hugely important to our working environment and to enable both individuals and Spektrix to thrive. By valuing each person’s differences we enable each person to contribute their unique experiences, strengths and viewpoints. Workplace diversity is something we aim to achieve and maintain at Spektrix, and we are pursuing a workforce that reflects the diversity of the communities we serve and work in. We aim to reflect this diversity in all departments and at all levels of seniority in the business, right up to the board.

In an effort to help us reduce bias, please do not include a photo on your resume or application.