Manager, Customer Marketing

PDQ makes device management simple, secure, and efficient for IT teams. The Manager, Customer Marketing will develop and oversee customer marketing programs, lead a team, and partner cross-functionally to drive customer engagement, loyalty, advocacy, retention, and revenue growth.

Responsibilities:

• 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

Requirements:

• 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
• 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