Senior Manager, Customer Marketing

About the role

This role is responsible for driving growth within our existing customer base by developing and executing strategies for customer engagement, upsell, cross-sell, and referrals. You will lead a team to implement campaigns that positively impact key metrics like average revenue per practice and customer lifetime value.

Key facts

What you'll do

Develop and refine the strategy for engaging customers throughout their journey with Dandy, identifying opportunities for them to utilize more of our offerings.

Collaborate with product leaders to translate product goals into actionable plans for our current customers.

Analyze data on revenue, customer value, and retention to continuously improve our approach, and establish methods to measure the impact of our initiatives.

Actively participate in cross-functional planning, advising on product and segment priorities and providing strategic input on customer-focused projects.

Lead a Customer Marketing Lead, overseeing various campaign types including email, in-app messaging, direct mail, and digital efforts.

Establish a framework for testing and learning across different channels and customer segments, providing regular reports to guide quick, data-informed adjustments and uncover new possibilities.

Manage the customer marketing budget and equip customer-facing teams with marketing insights and campaign materials.

Oversee core customer programs such as advisory boards, loyalty initiatives, promotions, and referral schemes to foster retention and advocacy.

Manage the entire customer communication calendar, from onboarding materials to newsletters, product launch announcements, and operational updates, ensuring brand consistency.

Lead the voice-of-customer efforts, including managing research requests, enhancing feedback tools, conducting outreach to churned customers, and shaping our brand reputation and review strategy.

Manage and contribute to the strategy and governance of our customer marketing technology stack, including template creation and access management.

Work with data and engineering teams to ensure reliable integrations with Salesforce and our data warehouse, focusing on data accuracy and troubleshooting.

Create dashboards and reports, manage audience segmentation, and perform data pulls using Looker and Hex.

Requirements

Possess 8-10 years of experience in customer marketing, lifecycle marketing, demand generation, or growth roles within a fast-paced B2B technology or SaaS environment, with proven experience managing and developing a team.

Demonstrate a history of taking ownership of a marketing function or strategic area from concept to completion, including strategy, execution, reporting, and budget oversight.

Have advanced, practical experience with a customer engagement platform such as Customer.io or Marketo, including platform management, deliverability, campaign quality assurance, and working with data/engineering teams on technical and data integrity issues.

Exhibit strong analytical skills, with the ability to extract and interpret data from tools like Salesforce, Looker, Hex, and Excel/Sheets for segmentation and targeting.

Communicate effectively both in writing and verbally, capable of explaining strategy to team members and senior leaders.

Nice to have

Experience with marketing strategies for small to medium-sized B2B businesses.

Experience building a customer marketing function from its early stages rather than optimizing an established one.

A consistently positive outlook, a good sense of humor, and the ability to enjoy the work environment.

Skills & tools

Customer.io

Marketo

Salesforce

Looker

Hex

Excel

Sheets

Practical notes

Dandy provides comprehensive benefits packages tailored to each country of operation, typically including healthcare, dental, mental health support, parental resources, retirement savings, and generous paid time off.

Dandy is an equal-opportunity employer committed to diversity and inclusion. Accommodations are available for individuals with disabilities during the interview process.

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