Sr. Customer Marketing Manager

Title: Sr. Customer Marketing Manager

Location: United States; Remote, EST or CST or Canada East

Experience: Senior Level 

Job Function: Marketing

Industry: Computer and Network Security

About the team:

Our Product & Customer Marketing team’s mission is to accelerate growth by delivering strategic customer and market insights and powerful storytelling. Product & Customer Marketing is a highly strategic and cross-functional role at Keyfactor, partnering closely with Customer Success, Product and Engineering, Sales and Channel, and Growth and Field Marketing, to name a few. Our team works across the entire product and customer lifecycle, from helping share the product, to improving customer experience, and driving product adoption.

About the role:

We are looking for an experienced and drive customer marketer to represent the voice of the customer, with an unfettered focus on creating a thriving customer community where users engage, share, and realize the full potential of our solutions. In this role, you will map the customer journey – form purchase and implementation to ongoing support and adoption – and identify opportunities to maximize value for customers.

Experience

You’ll work with technical SMEs and customer-facing teams to lead and facilitate customer communications, in-person and digital events, and training workshops.

Advocacy

You’ll leverage our growing network of customer champions, amplifying the voice of our customers through peer reviews, video testimonials, and case studies.

Expansion

You’ll work with Marketing and account teams to drive expansion through targeted account-based campaigns and programs.

What you’ll do:

• Be the voice of the customer: Develop a deep understanding of our customers and create a customer lifecycle program in collaboration with various customer-facing teams. Refine customer segmentation to deliver relevant and personalized messaging throughout the customer journey.
• Maximize the end-user experience: Work closely with account teams, including Sales, Customer Success, and Professional Services to optimize the customer experience from onboarding to ongoing support.
• Continuously engage customers: Lead our customer engagement strategy, supported by in-person and virtual experiences, frequent updates and communications, and advisory programs.
• Drive product adoption: Work with our technical SMEs to spearhead the development of content that encourages product usage and adoption.
• Amplify our champions: Develop and maintain strong relationships with key technical champions in our customer base, working closely with account teams to source and deliver customer success stories, peer reviews, references, and speaking engagements.
• Enable customer success: Build and maintain resources for the Customer Success team to properly leverage in programs, promotions, and regular customer touchpoints.
• Keep things organized: Manage relationships with external partners and internal stakeholders, including agencies and department heads, to deliver consistent results.

To be successful in this role, you will have:

• 5+ years of Customer Marketing and/or Product Marketing experience with a proven track record of supporting and executing customer marketing programs and advocacy initiatives
• A strong aptitude for collaborating cross-functionally with Sales, Customer Success, Professional Services, and Marketing to align and deliver on set objectives
• Strong writing and communication skills to deliver engaging customer communications and create meaningful customer stories
• Experience in cybersecurity and a solid understanding of B2B marketing
• Working knowledge of common marketing and customer success tools, including HubSpot, Salesforce, Gainsight, G2, Gartner Peer Insights, and Testimonial Hero
• Strategic thinking, exceptional problem-solving skills, and highly proficient in leading large cross-functional projects and initiatives.
• A revenue- and results-driven