Senior Customer Marketing Manager

About the role

Hootsuite is seeking a Senior Customer Marketing Manager to lead marketing initiatives that engage and retain its customer base. This role focuses on developing strategies that strengthen relationships between Hootsuite and its users across social media management platforms. The Senior Customer Marketing Manager will work closely with cross-functional teams to drive customer advocacy and long-term loyalty, and will be based in Vancouver or Toronto reporting to senior marketing leadership within the organization. The Senior Customer Marketing Manager plays an important role in Hootsuite's customer marketing organization, contributing directly to customer growth and retention goals.

Key facts

What you'll do

• Develop and execute customer marketing campaigns that increase retention and engagement across Hootsuite's user base.
• Collaborate with product teams to create messaging that highlights Hootsuite's value for existing customers.
• Design customer lifecycle marketing workflows that nurture users from onboarding through long-term adoption.
• Analyze customer data and marketing performance metrics to refine campaigns and improve outcomes.
• Lead the creation of email sequences, in-app messages, and other touchpoints that keep customers informed.
• Partner with sales and customer success teams to align marketing efforts with customer needs.
• Manage a content calendar focused on customer stories, use cases, and product education.
• Coordinate with the brand team to ensure all customer-facing materials reflect Hootsuite's voice and identity.
• Plan and oversee customer events, webinars, and programs that build community and loyalty.
• Report on campaign results and present insights to stakeholders to guide future marketing decisions.
• Support the development of customer loyalty programs that reward long-term engagement and usage of Hootsuite.
• Work with the customer insights team to identify trends and opportunities for targeted marketing outreach.

Requirements

• Bachelor's degree in marketing, communications, business, or a related field.
• Five or more years of experience in customer marketing, lifecycle marketing, or a related discipline.
• Demonstrated experience managing marketing campaigns for a software or technology company.
• Strong understanding of customer segmentation, personalization, and marketing automation principles.
• Proficiency with email marketing platforms and customer relationship management systems.
• Excellent written and verbal communication skills with the ability to craft compelling narratives.
• Experience working with cross-functional teams including product, sales, and customer success.
• Analytical mindset with the ability to interpret data and translate findings into actionable strategies.
• Ability to prioritize tasks and manage competing deadlines in a fast-paced marketing environment.
• Strong project management skills with experience coordinating multiple campaigns across different audience segments.

Nice to have

• Experience with social media management platforms or SaaS products in the marketing technology space.
• Familiarity with A/B testing frameworks and experimentation methodologies for marketing optimization and improvement.
• Background in building customer advocacy or referral programs that drive organic growth and retention.
• Knowledge of HTML and basic email template design for marketing operations and deployment.
• Prior experience working in a remote-friendly or distributed team environment is a strong plus for this role.

Skills & tools

• Email marketing platforms such as Marketo, HubSpot, or Mailchimp.
• Customer relationship management systems like Salesforce or HubSpot CRM.
• Analytics tools including Google Analytics, Mixpanel, or Amplitude.
• Marketing automation workflows and lifecycle campaign design.
• Content management systems and collaboration tools such as Slack or Asana.
• Data visualization and reporting platforms for tracking campaign performance.
• Project management and scheduling tools for coordinating marketing initiatives across distributed global teams.

Practical notes

• This role is based in Vancouver or Toronto with a hybrid or on-site work arrangement.
• The Senior Customer Marketing Manager will work within Hootsuite's marketing organization alongside a dedicated team.
• Candidates should expect to collaborate with stakeholders across multiple departments on a regular basis.
• Hootsuite values data-driven decision making, so comfort with metrics and performance reporting is essential.
• The position involves regular communication with international teams given Hootsuite's global customer base.
• Applicants should be prepared to manage multiple projects simultaneously in a fast-paced environment.
• The work environment is collaborative and inclusive, with opportunities for professional development, mentorship, and growth within Hootsuite.