Senior Customer Marketing Manager

ProcessUnity, Inc.; Concord (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

ProcessUnity, Inc. seeks a Senior Customer Marketing Manager to drive customer engagement, adoption, advocacy and expansion across a global base. You will partner across Product, Sales, Success, Marketing and regional teams to build scalable programs that turn insights into action and accelerate value realization.

This hybrid role is based at our Concord, MA office with on-site work one day per week, reporting to the Senior Director of Demand Generation.

Qualifications

• 7+ years in customer marketing or lifecycle marketing within a B2B SaaS model.
• Experience partnering with Customer Success, Sales, Product, and Marketing Ops.
• Strong understanding of segmentation, journey orchestration, and marketing automation.
• Proven track record building programs that drive engagement, adoption, retention, and expansion.

Responsibilities

• Build and execute customer lifecycle programs across global segments.
• Partner with Product, Marketing, and Sales on cross-sell/upsell and product launches.
• Own customer communications strategy, newsletters, updates, and webinars.
• Plan and execute flagship and regional customer events, including UNITE-like gatherings.
• Translate customer feedback into marketing opportunities and strategy.
• Develop and scale a customer advocacy program with references and case studies.
• Define and report on KPIs and marketing-sourced/ influenced pipeline.
• Collaborate with regional teams to ensure consistent, localized experiences.
• Manage budget and vendor relationships to maximize ROI.

Skills

Customer marketing

Lifecycle marketing

Growth marketing

B2B SaaS

Marketing automation

Cross-functional collaboration

Event planning

Education

Bachelor's degree in Marketing, Business, Communications, or related field

Tools

Marketo

Salesforce

6sense

ON24

Job description

ProcessUnity is the Third-Party Risk Management (TPRM) company. Our software platforms and data services protect customers from cybersecurity threats, breaches, and outages that originate from their ever-growing ecosystem of business partners. By combining the world’s largest third-party risk data exchange, the leading TPRM workflow platform, and powerful artificial intelligence, ProcessUnity extends third-party risk, procurement, and cybersecurity teams so they can cover their entire vendor portfolio. With ProcessUnity, organizations of all sizes reduce assessment work while improving quality, securing intellectual property and customer data so business operations continue to operate uninterrupted.

We are seeking a Senior Customer Marketing Manager who will build and execute ProcessUnity's customer marketing strategy, creating scalable programs that drive customer engagement, product adoption, advocacy, retention, and expansion across our global customer base. Reporting to the Senior Director of Demand Generation, this role partners closely with Customer Success, Sales, Product, Product Marketing, Marketing Operations, and regional teams to create programs that strengthen customer relationships throughout the entire customer lifecycle.

This is a highly collaborative, hands-on role for a customer marketer who enjoys building programs from the ground up, turning customer insights into action, and using data to continuously improve customer engagement and business outcomes. You'll help customers realize value faster, accelerate adoption of new capabilities, amplify customer advocacy, contribute directly to net revenue retention and expansion.

This is a hybrid position based at our Concord, MA office, with on-site work expected one day per week.

What You'll Do:

• Build and execute customer lifecycle marketing programs — adoption, education, retention, advocacy, and expansion — across global customer segments, using segmentation strategies based on persona, industry, region, product adoption, customer maturity, health, and usage signals
• Partner with Product, Product Marketing, and Sales to build cross-sell/upsell campaigns and new product/feature launch and adoption programs, ensuring customers understand and realize the value of new capabilities
• Own the customer communications strategy and editorial calendar, including newsletters, product updates, and webinars
• Lead planning and execution of the flagship UNITE Customer Summit and regional customer events, partnering cross-functionally to drive education, networking, and advocacy
• Partner with Customer Success and Product to translate customer feedback into engagement opportunities and marketing strategy
• Build and scale a customer advocacy program, including references, case studies, testimonials, G2/Gartner Peer Insights reviews, speaking opportunities, and customer advisory initiatives
• Develop and execute campaigns, webinars, and engagement programs to grow participation in ProcessUnity's Global Risk Exchange, increasing third-party enrollment and network value for customers
• Define and report on customer marketing KPIs (engagement, advocacy, event participation, retention, expansion, campaign performance), and track marketing-sourced/influenced pipeline and expansion revenue to optimize programs and demonstrate business impact
• Collaborate closely with Demand Generation, Product Marketing, Partner Marketing, Customer Success, and Sales — including regional teams — to ensure consistent messaging and coordinated, localized customer experiences
• Manage the customer marketing budget to maximize program effectiveness and ROI
• Manage vendor relationships to support customer marketing programs
• Stay current on lifecycle marketing best practices and AI-powered marketing technologies to continuously improve customer engagement

Desired Skills and Experience:

• 7+ years of experience in customer marketing, lifecycle marketing, growth marketing, or customer engagement within a B2B SaaS organization
• Bachelor's degree in Marketing, Business, Communications, or a related field, or equivalent professional experience
• Proven success building customer marketing programs that improve customer engagement, product adoption, retention, advocacy, and expansion
• Experience partnering closely with Customer Success, Sales, Product, Product Marketing, and Marketing Operations
• Strong understanding of customer lifecycle marketing, customer segmentation, journey orchestration, marketing automation, and customer communications
• Experience using customer data, product analytics, customer health metrics, and lifecycle insights to create personalized customer experiences
• Demonstrated success planning and delivering customer conferences, executive events, user groups, and advocacy programs that drive customer engagement and loyalty
• Experience with Marketo, Salesforce, 6sense, ON24, or similar marketing technology platforms to execute and optimize customer marketing programs
• Strong analytical mindset with experience measuring campaign performance and translating customer data into actionable insights
• Excellent project management and cross-functional collaboration skills
• Outstanding written communication and storytelling abilities with experience developing customer-facing content