Customer Marketing Manager

About the position

The Customer Marketing Manager is responsible for monitoring and managing our company’s online reputation across all digital platforms while also driving customer advocacy and engagement. The ideal candidate is highly detail-oriented, proactive, and passionate about both brand reputation and customer storytelling.

Responsibilities

• Monitor & Respond: Track and manage all online reviews, social media mentions, and customer feedback across platforms, industry forums, and review sites.
• Crisis Management: Proactively manage brand perception by addressing concerns and mitigating negative reviews.
• Customer Experience Advocacy: Collaborate with customer support teams to ensure a seamless response process to customer concerns and complaints.
• Sentiment Analysis: Analyze trends in customer feedback, providing actionable insights to internal teams to improve product and service experiences.
• SEO & Content Strategy: Work with content and SEO teams to ensure positive brand messaging is prominently displayed in search results.
• Welcome & Pre-Implementation Communication: Develop and manage automated email sequences, personalized outreach, and educational content to ensure new customers are fully prepared for implementation.
• Customer Readiness Programs: Work closely with the implementation and customer success teams to provide customers with checklists, timelines, and key action items before go-live.
• Engagement & Adoption Campaigns: Drive engagement through milestone-based emails, webinars, and in-app messaging that proactively address common onboarding challenges.
• Feedback Loop & Optimization: Gather early customer feedback on the onboarding process and work cross-functionally to improve the experience.
• Review & Testimonial Campaigns: Develop initiatives to encourage satisfied customers to leave positive reviews on key platforms.
• Customer Engagement Programs: Launch and manage programs to turn happy customers into brand advocates.
• Social Media & Content Amplification: Collaborate with the marketing team to highlight customer wins, employee achievements, and positive brand moments.
• Customer Stories & Case Studies: Partner with sales and customer success teams to identify and showcase customer success stories in written and video formats.
• Event & Community Engagement: Support customer participation in company events, webinars, and online forums.

Requirements

• 5-7 years of experience in online reputation management, customer marketing, or a related field.
• Experience using review platforms, social listening tools, and sentiment analysis software (e.g., Sprout Social, Brandwatch, Trustpilot, etc.).
• Excellent communicator with strong writing and interpersonal skills.
• Understanding of SEO and digital marketing principles related to brand reputation.
• Data-driven with the ability to report on trends, customer sentiment, and performance metrics to inform strategy.

Nice-to-haves

• Experience in B2B SaaS or construction tech industries.

Benefits

• $115,000 to $125,000 salary + bonus.
• Generous equity grant, become an owner in our company!
• A comprehensive benefits package.
• Flexible paid time off.
• Work from Home Stipend.
• Hubs in Los Angeles, Toronto, and Raleigh with hybrid work schedules with lunch provided for in-office days.
• Company events like BBQs and team-building activities, both in-person and virtual.
• Talented and motivated team members who care deeply about one another.