Board Intelligence

Customer Marketing Manager

Board Intelligence

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Own the customer marketing strategy to drive expansion revenue across the customer lifecycle, working closely with Customer Success.
  • Partner with Customer Success and Customer Sales to identify whitespace, and in-market accounts and expansion opportunities by product, segment, and behaviour.
  • Expand our contact coverage at customer accounts, engaging new and senior personas with targeted communications to build our brand, make us more sticky, and open the door to more cross-sell opportunities.
  • Partner with Rev Ops to improve customer segmentation data to enable more relevant, personalised communications.
  • Operationalise customer marketing across channels, systems, and processes to ensure scale and consistency – integrating customers into omnichannel demand generation campaigns with tailored messaging by audience and stage.
  • Own the strategy, governance, and execution of all 1:many customer communication channels, including Planhat, email campaigns, and customer newsletters.
  • Partner with Product Marketing and Customer Success to deliver targeted in-app communications via Pendo.
  • Collaborate with Product Marketing to create assets that support cross-sell, upsell, and product adoption.
  • Design and execute a differentiated “surprise and delight” motion that strengthens customer loyalty and unlocks future growth. Deliver ‘wow’ moments across the customer journey, including curated onboarding kits, personalised executive outreach, milestone celebrations, and first-board-meeting experiences.
  • Plan and promote customer events such as webinars, roundtables, and user community sessions. Drive VIP engagement by ensuring priority accounts are invited to high-touch, in-person events and experiences.
  • Own customer advocacy programmes, including customer advisory boards, beta communities, and customer awards programmes. Partner with Product Marketing to capture and promote customer success stories, case studies, testimonials, and references.
  • Partner with Customer Success to redesign the client/user offboarding motion to preserve the relationship and enrol them into ongoing marketing activity.
  • Partner with Rev Ops to map and track current and former users (using tools like BoardEx) to identify referral opportunities (NB: 57% of our new business has a former user supporting it) and collaborate with Sales on a targeted outbound motion.

Requirements

  • 3-5 years in B2B SaaS marketing, with at least 1-2 years focused on customer marketing.
  • Proven track record of running multi-channel marketing programmes / campaigns that directly drive customer expansion revenue.
  • Familiarity with customer advocacy programme development and customer community building.
  • Understanding of account-based marketing (ABM) principles.
  • Strong data analysis and reporting capabilities; comfortable working with CRM and customer data platforms.
  • Experience with marketing automation and customer success platforms (we use HubSpot & Planhat & Pendo) and how to navigate customer data regulations.
  • Experience with customer segmentation, journey mapping, and lifecycle marketing frameworks.
Benefits
  • Private Pension Scheme
  • BUPA Health and Dental insurance (including access to the My BUPA app)
  • Group life assurance: 4x annual salary
  • 26 holiday days per calendar year in addition to Bank Holidays
  • Cycle to work scheme
  • Employee Assistance Program including Bereavement and Probate Helpline
  • AIG Smart Health virtual GP app/wellness platform for employees and dependants, including partner/spouse
  • Eyecare and Flu Jab vouchers
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaS marketingcustomer marketingmulti-channel marketingcustomer advocacy programme developmentaccount-based marketing (ABM)data analysisreportingcustomer segmentationjourney mappinglifecycle marketing frameworks
Soft Skills
collaborationcommunicationstrategic thinkingcustomer engagementrelationship managementcreativityproblem-solvingorganizational skillsleadershippersonalization