Senior Manager—Customer Marketing

Job Description

About Us Hiver offers teams the simplest way to provide 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 by hitting their numbers. We’re profitably run and are backed by notable investors. K1 Capital led our most recent rou of $22 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator. Opportunity The Manager—Customer Marketing role at Hiver is an exciting and impactful opportunity for professionals passionate about driving customer advocacy and retention within a high-growth SaaS company. This role will be pivotal to Hiver's continued growth and success, requiring strategic acumen, creativity, and a customer-centric approach. What You Will Be Working On Lead and execute creative strategies to improve our customer advocacy initiatives, directly impacting Hiver's growth and success. Develop the Customer Advocacy and Community Engagement Programs to identify and nurture relationships with strategic customers. Lead a nurture strategy that engages customers throughout their lifecycle to drive retention and foster ongoing loyalty. Develop and maintain our customer reference program to identify, engage, and nurture satisfied customers willing to serve as references for marketing and sales activities. Own advocacy initiatives such as customer stories, implementation stories, reviews, and testimonials. Create thought leadership opportunities for key advocates and develop platforms for customer success storytelling. Work cross-functionally with sales, customer success, product, product marketing, support and marketing to identify potential referral customers. Create a customer loyalty program that closely aligns with our Advocacy program. Celebrate key customer milestones (e.g., project go-lives, and achieving business outcomes as case studies) by collaborating with internal teams to create communication plans highlighting these achievements. Use creative methods to drive discussions, create user-generated content, and customer-led events to foster collaboration and knowledge-sharing. Develop a feature adoption and health score framework for Hiver customers to decrease the likelihood of churn and improve product stickiness. Develop reports to assess the business impact of the various customer marketing programs. Lead ideation and delivery of customer events and initiatives, including customer roundtables, user conferences, and more. We Are Looking For a Candidate With MBA in Marketing or Business: Preference for candidates with an MBA degree in Marketing or Business and 6+ years of experience in customer marketing at SaaS companies. Analytical & Strategic bent 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. Knowledge of B2B marketing principles and strategies, particularly related to customer advocacy and reference programs. Experience in establishing processes to gather, analyze, and act upon customer feedback and insights that help drive product improvements and enhanced customer experience Proficiency in Content Creation: Ability to create engaging customer engagement content, including product videos, webinars, case studies, etc, to support customer advocacy programs. A customer-obsessed story-teller. You have deep empathy for customers and users and can adapt your communication to best reach and engage your audience through customer education and advocacy programs. Show more Show less