- Develop an in-depth understanding of our customers, acting as the voice of the customer within the organization and sharing insights on a regular basis.
- Create and maintain a library of up-to-date customer case studies and testimonials to be used by marketing, Sales and CS teams.
- Implement/track NPS using Wootric and Amplitude, providing regular insights to stakeholders to drive informed decision-making across teams and enhance overall customer success.
- Manage third-party review sites - encouraging satisfied customers to leave positive reviews and gathering insights for continuous improvement across product and GTM.
- Gather customer feedback through surveys to improve NPS and identify revenue opportunities.
- Maintain a customer calendar to support revenue expansion opportunities, coordinating promotions and campaigns in collaboration with Customer Success and Marketing teams.
- Manage strategic customer communication to ensure we are putting the customer first in all our initiatives.
- 6+ years of marketing experience, preferably in a content or customer-related role.
- 3+ years in a SaaS role, encompassing either freemium and/or enterprise models.
- Experience with Amplitude, Wootric preferred or other NPS software.
- Strong project management and relationship management skills.
- Excellent communication skills, with the ability to speak to customers and stakeholders
- Excellent written skills with the ability to create impactful social proof.
- Comfortable operating in a fast-paced environment with a focus on delivering value.
- Experience collaborating with product, customer success, growth, and marketing teams.
- Proven ability to transform data and insights into programs for improving awareness and adoption on a global scale.
- Flexible PTO: We want you to take the time off when you want or need to recharge
- Learning & Development: We provide growth opportunities through training, coaching, mentorship programs, and workshops.
- Parental benefits: We offer parental leave top-ups, family forming support, and a life-transitions program to ensure you and your family are well supported when returning to work.
- Healthcare: Our comprehensive benefits package includes health, dental, vision, STD & LTD, 401k contribution plans (US-based employees), and an Employee and Family Assistance Program to support the well-being of you and your family.
- Employee Resource Groups: Belonging is an important part of doing your best work. These ERGs provide support and community for employees.
Customer Marketing Manager - Toronto, Canada - Later
Description
Later is looking for a Customer Marketing Manager to join the Product Marketing and Customer Lifecycle Team.
This role will spearhead Customer Advocacy and Marketing initiatives across our product lines: Later Social and Later Link in Bio, our social media management and bio link solutions, and Later Influence, our Influencer Marketing Solution. These solutions span freemium, product-led-growth products, to enterprise, sales-led-growth motions which requires this role to utilize different strategies to ensure customer satisfaction and retention across the org.
This is a new role for our team which means we are in search of a proactive self-starter capable of initiating and leading projects with the ability to garner support and alignment across the organization. The ideal candidate will thrive in engaging with customers and stakeholders at all levels while also digging into customer insights to share opportunities across product and marketing.
What you'll be doing:
We are committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. If you identify with any of the following, we encourage you to apply
If you're passionate about customer advocacy in the enterprise SaaS space and possess the skills to drive impactful marketing initiatives, we encourage you to apply. Join Later as we continue to redefine customer success in the digital landscape.
Our approach to compensation:
We take a market-based & data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-related factors.
Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On Target Earnings (OTE = base + commission/variable) while for others it is structured as Salary only.
To comply with local legislation and ensure transparency, we share salary ranges on all job postings. Skills, experience and other factors help determine the final salary we offer which may vary from the original range posted.
Additionally, all permanent team members are granted stock options and are eligible to participate in various benefits plans as part of their overall compensation package.
Salary Range: 120,000-130,000 CAD
Some perks of being on our team:
*Co-op team members are not eligible for company benefits.
Where we work
We hire into our hub cities of Boston, MA; Vancouver, BC; Toronto, ON. We also have team members based remotely for select positions. We post our positions in the hub location(s) where we are open to having the successful candidate be located.