As the B2B Retention Marketing Manager, you will be responsible for creating and executing campaigns that maximize B2B customer engagement, retention, and revenue. You will drive performance through campaign optimizations, message personalization, and continuous experimentation. Reporting to the Director of Marketing, you will play a critical role in building and maintaining client relationships that enhance customer satisfaction and improve customer lifetime value.
You are an advocate for customers and extension of their needs and priorities. You’ve created and launched campaigns and initiatives to connect with existing customers in a meaningful way. You have assisted and managed customer retention and upsell programs that drive positive results for a business.
Responsibilities/What You Will Do
- Drive customer lifetime value through measurable, actionable, and scalable activities that increase product adoption, usage and reduce churn of our customer base.
- Create compelling content and marketing collateral that effectively communicates the value proposition of our products to various stakeholders – and ensure the right content is accessible to the right audience at every stage of the customer journey.
- Harness chatbot, email, in-app, push notification, and SMS channels to drive customer engagement, retention, and revenue.
- Lead customer engagement initiatives to provide the best customer experience with the goal of driving customer adoption, and creating additional value through upselling and cross-sell.
- Utilize market trends, competitive insights, and community feedback to drive product and experience improvement and innovation.
- Develop and execute TNPS and NPS programs to consistently measure customer loyalty and satisfaction, working closely with sales and customer service teams to strategize and implement.
- Monitor, measure, and communicate performance data of marketing campaigns and customer engagement activities that drive ROI and meet critical KPIs.
Qualifications/Skills – What You Will Need
- 4+ years of experience in Growth or Lifecycle Marketing ideally with a focus on retention and expansion
- Experience in both B2B SaaS sales-assisted and self-service / online purchase flow.
- Strong Customer Relationship Management (CRM) skills; Salesforce or similar CRM experience is required.
- Deep understanding of email and marketing best practices.
- Excellent writing, presentation, and communication skills are a must.
- Strong analytical skills with experience using various testing methodologies and technologies.
- A strong communicator who is comfortable presenting to senior leaders and communicating with high-value customers with professionalism and personality.
- Familiarity with martech stack including email, in-product messaging, personalization and A/B testing platforms.
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