Customer Lifecycle Marketing Manager

About the role

You will own the end-to-end customer lifecycle marketing strategy for Cloudforce across higher education, designing programs that deepen adoption and retention for nebulaONE®. You will translate product capabilities into structured customer stories that showcase realized value and reinforce product direction. You will build and govern the post-sale playbook, aligning onboarding, adoption, and renewal initiatives with commercial and product goals. You will create advocacy pathways that turn successful customers into references, case studies, and peer champions. You will partner with Customer Success to design touchpoint campaigns that support health, expansion, and renewal decisions. You will work hand in hand with Product Marketing to position nebulaONE® outcomes and ensure messaging consistency across all customer-facing materials. You will collaborate with Sales to develop proof points and battle cards that accelerate new business conversations in the academy sector. You will own measurement frameworks that track program performance, informing continuous optimization and scalable growth over time.

Key facts

Location: National Harbor

Engagement: Full-Time

Compensation:$95,000 to $130,000 DOE, Annually

What you'll do

Develop a comprehensive customer lifecycle roadmap that aligns onboarding, adoption, retention, expansion, and advocacy initiatives for nebulaONE®.

Design and execute structured onboarding programs that accelerate time-to-value for new customers in higher education environments.

Create targeted adoption campaigns that drive feature usage, configuration best practices, and secure AI gateway utilization within Microsoft cloud settings.

Build reference and case study programs that capture customer success metrics and translate them into compelling proof points for new business.

Establish advocacy initiatives that identify and nurture peer champions, enabling them to co-create content and speak at industry forums.

Partner with Customer Success to define health-based segmentation and trigger-based communication flows for renewal and expansion opportunities.

Collaborate with Product Marketing to develop narrative frameworks, positioning, and story arcs that highlight nebulaONE® impact in academic contexts.

Work with Sales to assemble battle cards, demo scenarios, and objection handling guides rooted in real customer outcomes and testimonials.

Coordinate with Marketing Operations to implement automation, tagging, and reporting structures that provide visibility into customer journey performance.

Define and iterate measurement frameworks, including adoption, retention, and expansion KPIs, to evaluate program effectiveness and guide optimization.

Establish governance processes for customer content usage, approvals, and distribution to maintain brand consistency and compliance.

Create feedback loops that channel customer insights into product discussions, influencing future roadmap priorities and feature investment.

Lead cross-functional working sessions to align stakeholders on customer narratives, timelines, and shared revenue objectives.

Own the execution calendar for lifecycle campaigns, coordinating assets, timelines, and dependencies across teams.

Champion a test-and-learn mindset, using experimentation to refine messaging, creative formats, and channel mix for higher education audiences.

Requirements

Demonstrated experience in customer marketing, lifecycle program management, or customer success marketing within a SaaS or cloud environment.

Possess a strong portfolio that showcases customer stories, case studies, reference programs, and advocacy initiatives you have developed.

Have hands-on experience building and managing content for customer audiences, including emails, web pages, presentations, and co-marketing materials.

Showcase a collaborative working style with a track record of influencing cross-functional stakeholders without direct authority.

Exhibit excellent written and verbal communication skills, with the ability to translate technical concepts into accessible narratives for academic stakeholders.

Comfortable working in a hybrid environment, balancing independent execution with structured collaboration across distributed teams.

Strong organizational skills, including the ability to manage multiple workstreams, prioritize tasks, and meet deadlines in a fast-paced setting.

Proficient in marketing tools and systems commonly used in B2B SaaS, such as CRM, marketing automation, and content management platforms.

Eager to learn about higher education technology, cloud security, and AI governance, and to immerse yourself in the specifics of nebulaONE®.

Nice to have

Experience in higher education, edtech, or a regulated industry where compliance and governance are central concerns.

Background in building and managing reference programs, customer advisory boards, or peer advocacy communities.

Familiarity with Microsoft Azure cloud environments and security frameworks relevant to academic institutions.

Understanding of AI gateway concepts, secure AI access, and model governance within enterprise contexts.

Experience with data visualization and dashboarding tools to communicate program performance to leadership.

Prior work supporting expansion revenue, upsell, or renewal motion in a subscription business.

Practical notes

This is a full-time position based in National Harbor, Maryland, with hybrid work expectations.

The role reports into the Cloudforce leadership team and will evolve with clear milestones in the first 90 days, six months, and twelve months.

Travel requirements are minimal, with occasional in-person events, customer visits, or industry conferences as programs scale.

Candidates must be eligible to work in the United States without sponsorship for this role at this time.