Senior Customer Marketing Manager

IRIS; Oregon; Hybrid; USD 110,000 - 150,000; Full time

Job summary

IRIS Software Group in the United States is seeking a Senior Customer Marketing Manager to own US-focused customer journeys, retention, advocacy and migration programmes. This role reports into the UK-based Customer Marketing team and is fully remote within the US, requiring independent work, stakeholder management and strong customer marketing expertise.

You will partner with Sales, Product, Renewals and Success teams to reduce churn, deliver testimonials and case studies, and translate UK

Qualifications

• 5+ years of experience in customer marketing, lifecycle marketing or customer communications.
• Proven track record delivering retention, advocacy or migration programmes.
• Strong stakeholder management and cross-functional coordination.
• Excellent written communication skills for complex topics.
• Comfortable working autonomously in a remote/global reporting structure.
• Experience with marketing automation, reporting and project management tools (e.g. Marketo, Salesforce, Knak, Asana).
• High attention to detail and sound judgement in compliance-sensitive environments.

Responsibilities

• Own and deliver US customer retention programmes that reduce churn risk.
• Lead customer advocacy activity in the US, securing testimonials and case studies.
• Own US-specific migration communications, including planning, sequencing, QA and live delivery.
• Act as the single point of accountability for assigned customer journeys.
• Work with UK-based colleagues to adapt frameworks for the US market.
• Coordinate cross-functionally with Product, Renewals, Support, Professional Services and Marketing Operations.
• Analyse programme performance and use insights to optimise engagement.
• Ensure all customer communications meet brand, legal and compliance standards.
• Share US customer insight to inform product and marketing strategy.

Skills

5+ years experience

Stakeholder management

Cross-functional coordination

Written communication

Autonomous remote work

Marketing automation

Compliance awareness

Tools

Marketo

Salesforce

Knak

Asana

Job description

About IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

Role overview

Senior Customer Marketing Manager is an experienced, hands-on role responsible for retaining existing customers in the United States through structured retention, advocacy and migration programmes. Reporting into the UK-based Customer Marketing team, this role owns US-focused customer journeys end-to-end and acts as a critical bridge between regional customers and global teams. The role is fully remote within the US and requires autonomy, stakeholder management and proven customer marketing expertise.

Purpose of the role

This role exists to protect retention, revenue and customer trust within the US customer base.

Key responsibilities

• Own and deliver US customer retention programmes that reduce churn risk and reinforce long-term value.
• Lead customer advocacy activity in the US, securing testimonials, case studies and third-party reviews in partnership with Sales, Product and Customer Success teams.
• Own US-specific migration communications, including planning, sequencing, QA, live delivery and performance monitoring.
• Act as the single point of accountability for assigned customer journeys, managing accuracy, compliance sensitivity, timing and escalation.
• Work closely with UK-based Customer Marketing colleagues to adapt established frameworks for the US market.
• Coordinate cross-functionally with Product, Renewals, Support, Professional Services and Marketing Operations.
• Analyse programme performance and use insight to continuously optimise engagement and retention.
• Ensure all customer communications meet IRIS brand, legal and compliance standards.
• Share customer insight from the US market to inform product and marketing strategy.

What this role is not

• Not an entry-level or junior marketing role.
• Not focused on net-new acquisition or demand generation.
• Not a task-only execution role without ownership.
• Not suitable for candidates without prior customer marketing experience.

Skills & experience

• Proven experience (typically 5+ years) in customer marketing, lifecycle marketing or customer communications.
• Demonstrated experience delivering retention, advocacy or migration/change programmes.
• Strong stakeholder management and cross-functional coordination skills.
• Excellent written communication skills with the ability to explain complex topics clearly.
• Comfortable working autonomously in a remote and/or global reporting structure.
• Experience with marketing automation, reporting and project management tools (e.g. Marketo, Salesforce, Knak, Asana).
• High attention to detail and sound judgement in compliance-sensitive environments.

Measures of success

• Improved retention outcomes across assigned US customer segments.
• Clear, timely and accurate customer communications during migrations or major change.
• Growth in high-quality US customer advocacy assets.
• Build strong relationships with key customers.
• Strong trust and feedback from UK and US stakeholders.

Additional information

This job description reflects current expectations and will evolve as IRIS continues to expand its US customer base and global Customer Marketing function.

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.
• Growth: Continuous learning and career development opportunities.
• Belonging: A culture that celebrates diversity and empowers every individual.

What to expect from our hiring process

Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role - more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study - but typically you can expect:

• Application review - we assess your experience and potential
• Initial call - a short conversation to learn about you and share more about the role
• Skills assessment - tailored to the position, e.g. case study, coding challenge or portfolio review
• Final interview - meet the team and explore how you'll make an IMPACT at IRIS