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Senior Marketing Manager, Customer Lifecycle Management

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Burlington, Massachusetts

At Constant Contact, it’s critical that the business support the success of its customers by offering them the right message, at the right time, the right way.  As the Senior Marketing Manager for Customer Lifecycle Management at CTCT, you are creating and managing multi-faceted marketing programs and initiatives that will help customers on-board and realize value from the product, engage them in new features that will make them more successful, and provide them with the guidance and support they need to stay successful for the long-term. You will have personal ownership of projects related to creative, analytics, and other areas to support business unit and CLM team goals. As a strategic thinker with strong analytical and tactical execution skills, this high-visibility role will give you the chance to make a significant contribution to the company’s revenue and retention & engagement goals.

Responsibilities:

  • Become an expert on the CTCT customer, and understand who they are and what they need by building deep relationships with customer operations, product marketing, product management, and other functional areas and teams across the organization
  • Proactively dig into customer metrics to identify new opportunities and root causes of existing issues
  • Manage direct report(s) as well as cross-functional resources to accomplish team goals
  • Through a thorough understanding of customer lifecycle management and digital marketing best practices, create a CLM foundation to:
    • Identify customer pain points and levers for achieving critical success milestones along the journey, and develop programs that move them through these stages
    • Impact business-critical KPIs: conversion, early customer success, customer advocacy, churn rates, and overall CLTV, winback rates, etc.
  • Plan and manage compelling, integrated cross-channel campaigns, including:
    • Ideation of campaign audience targets, touchpoints, content and CTAs
    • Create novel communication strategies to both drive awareness and progress customers through key user flows
    • Manage communication channels such as email, in-product messaging, website placements and social retargeting
    • Plan for measurement  and thoughtful reporting on promotion/program success
    • Partner with the creative services, website, content and other teams to maximize the impact of resources used to develop assets that support CLM campaigns
    • Collaborate with stakeholders and other service teams across the organization to ensure a consistent, positive experience for customers at all touchpoints
  • Lead sophisticated, hypothesis-based A/B and multivariate campaign tests, with an iterative and data-driven approach where results are continually optimized
  • Develop and manage communication plans for key updates and changes impacting customers, in coordination with product marketing, product, customer operations and other internal teams
  • Ensure all customer communication touchpoints are cohesive in brand, tone and message, and aligned to a thoughtful communication calendar

Job Requirements:

  • Bachelor's degree or equivalent
  • 5-8+ years marketing experience, B2B and/or SAAS experience a plus
  • Experience managing highly targeted/segmented digital marketing campaigns
  • Exposure to customer lifecycle management and best practices for moving customers through a journey
  • Data-driven by nature, and able to analyze and manipulate data to uncover new insights and measure, track and optimize the success of marketing programs
  • Highly developed written and verbal communication skills, tact, assertiveness and business acumen
  • Solid organizational and project management skills, with the ability to meet tight deadlines in an environment of competing priorities
  • Ability to create strong internal and external relationships and build an environment around teamwork and collaboration
  • Can operate effectively in an environment with rapid change and ambiguity
  • Flexible and proactive, a self-starter
  • Curious and creative thinker who always asks why, and can contribute to innovation  
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