Job
Description
About us:Hiver offers teams the simplest way to offer outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We re a top-rated product on G2 and rank very highly on customer satisfaction.At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers. We re profitably run and are backed by notable investors. K1 Capital led our most recent round of $27 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.Opportunity : Manager - Product Marketing role at Hiver is an exciting and impactful opportunity for professionals who are passionate about driving growth and innovation within a high-growth SaaS company. This role will be pivotal to Hivers continued growth and success, requiring strategic acumen, creativity, and a customer-centric approach.What you ll be working on?Lifecycle Marketing and Customer Growth Strategies: * Lead and execute on customer events and creative growth strategies spanning customer onboarding, expansion, engagement and retention initiatives, directly impacting Hivers growth and success. * Craft compelling customer growth campaigns across email, website, in-product, webinars, in-person/virtual events and communities. Product Adoption and Customer Retention: * Develop a feature adoption and health score framework for Hiver customers to decrease the likelihood of churn and improve product stickiness. * Create and implement strategies to drive feature adoption among existing customers and prevent churn from 0 to 90 days and beyond. * Implement retention strategies, reducing churn, and increasing ARR while improving the customer onboarding experience. * Implement personalized initiatives to reduce churn and increase customer lifetime value (CLV). * Gather and analyze customer feedback through surveys, interviews, and reviews to identify needs and pain points. Leverage insights to guide product improvements and refine marketing strategies.Revenue Expansion Programs: * Partner with product, customer success, and sales teams to identify cross-sell and up-sell opportunities. * Plan and execute targeted campaigns to showcase the value of Hiver products to existing customers across in-product, email, webinar, virtual/in-person events, and other channels. * Expand to newer buying centers in Hiver s customer base to introduce new revenue opportunitiesCustomer Advocacy Programs * Lead a Customer Advocacy/Community Program to identify and nurture relationships with strategic customers * Drive advocacy initiatives such as reference programs, reviews, and testimonials. * Create thought leadership opportunities for key advocates and develop platforms for customer success storytelling * Lead ideation and delivery of customer events and initiatives, including customer roundtables, user conferences, and more. * Celebrate key customer milestones (e.g., project go-lives, achieving business outcomes). Collaborate with internal teams to create communication plans that highlight these achievements.What are we looking for? * MBA in Marketing or Business: Preference for candidates with an MBA degree in Marketing or Business, and 5 to 7 years of experience in product marketing at SaaS companies. * Analytical & Strategic bend of mind: Proficient in data analysis, strategic thinking, and ROI-focused marketing. * Customer-Centric approach: Deep understanding of customer needs and behaviors for effective customer growth and retention. * Proficiency in Content Creation: Ability to create engaging customer education content, including product videos, webinars, product 1-pagers, how-to guides, product courses, etc, to support feature adoption and revenue growth. * A customer-obsessed storyteller. You have deep empathy for customers and users, and can adapt how you communicate to best reach and engage your audience through customer events and advocacy programs. * Ability to understand SaaS product offering, its features, and its competitive landscape to communicate its value to customers effectively.
