Remote Senior Leader, Customer Marketing

PDQ Connect Inc.; Northern (KY); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

4-Day Work Week

Equity Participation

Professional development

Premium medical/dental/vision for you

Disability & Life insurance

401k match

Flexible PTO

HSA & wellness incentives

Values Award

Job summary

PDQ, a remote-friendly SaaS company, is seeking a Manager, Customer Marketing to lead programs that engage, grow, and retain our customer accounts across the product suite. You will manage a team of Customer Marketing professionals and partner with cross-functional teams to drive loyalty and revenue growth.

You’ll own lifecycle campaigns, feedback programs, case studies, and customer events, while defining segmentation and measuring success with metrics like NRR, CSAT, and renewal rates.

Qualifications

• 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.

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

Skills

Marketing experience

Leadership

Analytical skills

Communication skills

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's degree in marketing, Business, or related field

Job description

PDQ, a remote-friendly SaaS company, is seeking a Manager, Customer Marketing to lead programs that engage, grow, and retain our customer accounts across the product suite. You will manage a team of Customer Marketing professionals and partner with cross-functional teams to drive loyalty and revenue growth.

You’ll own lifecycle campaigns, feedback programs, case studies, and customer events, while defining segmentation and measuring success with metrics like NRR, CSAT, and renewal rates.