Customer Marketing Manager - Herndon - Deque Systems

    Deque Systems
    Deque Systems Herndon

    1 week ago

    Description
    Position description

    We're looking for a strategic and customer-obsessed marketer to lead programs that strengthen customer engagement and adoption across the lifecycle, amplify advocacy, and drive growth through storytelling, campaigns, and content. This role sits within marketing but partners closely across the go-to-market organization - including customer success, product success, and sales.

    You'll own customer advocacy initiatives, develop compelling content and campaigns that reinforce value and adoption, and support efforts that deepen engagement and strengthen relationships across the customer lifecycle. Success in this role will be measured by growth in customer engagement, advocacy participation, and contributing to retention outcomes.

    Responsibilities
    • Customer stories and case studies: Write and maintain a robust portfolio of success stories that demonstrate measurable outcomes and support sales, awareness, and demand generation efforts.
    • Reference programs: Identify, cultivate, and manage a pool of enthusiastic customer advocates to serve as references for sales, analyst relations, and partners.
    • Review and referral generation: Collaborate with Customer Success and Sales to drive high-quality customer reviews on key third-party platforms and customer referrals.
    • Community and program engagement: Drive customer engagement in Deque communities and marketing programs, such as axe-con, Discord, webinars, roadmap sessions, and other customer touchpoints that build stronger relationships and advocacy.
    • Customer lifecycle campaigns based on customer stage with Deque: Partner with product marketing, product, and success teams to develop lifecycle nurture programs that reinforce value, support onboarding, drive adoption, and build long-term loyalty.
    • Expansion, education, and enablement content: Partner with customer-facing teams to create content that showcases advanced use cases, highlight product value, and equip customers to adopt new features.
    • Voice of the Customer: Capture and share customer insights through surveys, events, and advisory programs to inform product, success, and marketing strategies.
    • Data-driven insights: Measure and report on engagement and advocacy metrics, partner with customer-facing teams to track satisfaction and sentiment. Use these insights to optimize customer marketing initiatives and guide broader business strategy.
    Requirements
    • 5+ years in customer marketing, lifecycle marketing, or customer advocacy roles, ideally in a B2B SaaS environment.
    • Proven experience building customer engagement programs - including email nurtures in Hubspot, customer events, and advisory boards.
    • Demonstrated ability to create compelling customer stories, run advocacy and reference programs, and drive third-party review initiatives.
    • Excellent written and verbal communication skills with a talent for authentic, customer-centric storytelling.
    • Exceptional project management and cross-functional collaboration skills.
    • Analytical mindset with the ability to translate engagement and satisfaction data into actionable insights.
    • Proficient with marketing automation, CRM, and advocacy management tools (e.g., HubSpot, Salesforce, Amplitude, and Gainsight).
    • Experience in digital accessibility is a plus.

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