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Certinia · 19 hours ago

Sr Manager, Customer Marketing

Austin, TX

Full-time

Hybrid

Senior Level, Lead/Staff

$156K/yr - $194K/yr

10+ years exp

Certinia is a Services-as-a-Business platform that connects all aspects of services operations. The Sr. Manager, Customer Marketing will lead the customer marketing strategy, focusing on advocacy and community to drive business impact.

AccountingCloud ComputingEnterprise Resource Planning (ERP)Financial ServicesHuman ResourcesProfessional ServicesSaaSSoftware

Responsibilities

Develop and execute a comprehensive customer marketing strategy focused on advocacy, community, and loyalty. Define key metrics and OKRs to measure program effectiveness and ROI

Build and manage our customer advocacy programs, including case studies, video testimonials, G2 reviews, and public speaking opportunities

Serve as a key partner to the Sales and Customer Success teams. Provide them with a steady stream of customer stories, case studies, and referenceable accounts to support deal cycles, upsells, and renewals. You will own the process for identifying and recruiting new customer advocates

Collaborate with Customer Success and Global Support to drive product adoption, create consistency of brand voice in customer-facing materials, and foster long-term customer loyalty

Lead, mentor, and develop a team of two direct reports (P3/P4 Customer Voice & Advocacy Specialist and a P2/P3 Customer Marketing Coordinator). You will also oversee a 0.5 FTE offshore agency resource

Collaborate closely with the ABX & Field Marketing team on customer events. Partner with Product Marketing and the broader Marketing team to ensure customer stories are integrated into every stage of the customer journey

Guide the development of customer-centric content, including success stories, webinars, and thought leadership articles

Regularly report on the performance of customer marketing initiatives to senior leadership, providing insights and recommendations for optimization

Qualification

Customer marketing strategyCustomer advocacy programsCross-functional collaborationB2B marketing technologyLeadershipTeam managementBuilder mentalityExceptional communicationStorytelling abilitiesCollaboration skills

Required

10+ years of experience in marketing, with at least 3-5 years in a dedicated customer marketing role

Proven experience building and scaling customer marketing programs from scratch

Strong understanding of how customer advocacy drives business outcomes, including pipeline generation, retention, and brand reputation

Demonstrated experience in a marketing role that directly supported a sales or customer success team. You know how to build trust and provide value to these organizations

Experience with customer communities and/or forums, with a clear understanding of the distinction between community building and demand generation

Excellent leadership and people management skills, with experience managing and developing a small team

Exceptional communication and storytelling abilities, with a knack for turning complex topics into compelling narratives

Highly collaborative and skilled at working with cross-functional teams, including Sales, Product, Customer Success, and Global Support

Experience working with customer advocacy platforms (e.g., Influitive, SlapFive, etc.) and a deep understanding of B2B marketing technology

A 'builder' mentality—you are comfortable with ambiguity and are excited by the challenge of creating something new