Customer Marketing Manager

Job Description

Customer Marketing Manager 

Overview
The Customer Marketing Manager will own the strategy and execution of marketing programs that drive customer adoption, engagement, retention, and advocacy. This role partners cross-functionally with Customer Success, Account Management, Product Marketing, and Demand Generation to maximize customer value and turn customers into active promoters of Tripleseat. The ideal candidate has experience working within tools such as ChurnZero, Salesforce, Outreach, and HubSpot to execute, track, and optimize programs.

This position has a hybrid work schedule based out of our Concord, MA office. This position is open to candidates eligible to work in the United States. Additional travel may be required for meetings, company events, and training.

Key Responsibilities

• Design, execute, and optimize multi-channel customer marketing programs to drive customer expansion, product adoption, feature usage, retention, and overall customer lifetime value

• Utilize customers as a tool to help make Tripleseat a badge brand for venues executing an events business 

• Own the customer advocacy strategy, including development and execution of case studies, customer stories, and speaker programs across key segments, increasing the volume and impact of customer-led content

• Build and scale programs that activate customers as advocates, including referrals, reviews, and participation in local hospitality associations and industry groups, generating customer-driven pipeline

• Manage and optimize Tripleseat’s presence on G2 and similar review platforms, improving review volume, content quality, and overall visibility

• Reinvigorate and scale customer referral programs to drive high-quality pipeline and customer-led growth

• Partner with Product Marketing to develop messaging and campaigns that reinforce Tripleseat’s position as a comprehensive event management platform and increase feature adoption

• Own the customer communications strategy, including the customer newsletter, driving engagement and program participation in collaboration with Product, Customer Success, and Account Management

• Analyze and report on program performance, using data-driven insights to continuously improve engagement, retention, and advocacy outcomes

Success Metrics

• Improvements in product adoption, feature usage, and overall customer engagement

• Contribution to retention and expansion, including impact on churn reduction and customer lifetime value

• Growth in customer-driven pipeline through referrals, reviews, and advocacy programs

• Increased output and effectiveness of customer stories, case studies, and advocacy participation

• Improved performance and visibility of review platforms (e.g., G2)

• Strong engagement with customer communications and marketing programs

Experience & Qualifications

• 5–7 years of experience in B2B SaaS marketing, with a strong focus on customer marketing, lifecycle marketing, or retention programs

• Experience owning both strategy and execution of marketing programs in a highly cross-functional environment

• Proven track record of driving customer engagement, product adoption, retention, and advocacy outcomes

• Experience building and scaling customer advocacy programs (case studies, referrals, reviews, or industry participation)

• Strong cross-functional collaboration skills, with experience working closely with Customer Success, Sales/Account Management, Product Marketing, and Content/Creative teams

• Hands-on experience with tools such as ChurnZero, Salesforce, Outreach, and HubSpot

• Data-driven mindset with the ability to measure program performance and translate insights into action

• Excellent communication and storytelling skills, with experience developing customer-facing content

• Experience in hospitality tech or vertical SaaS is a plus

Salary Range: $90,000.00 to $110,000.00 annually

Compensation is based on a variety of factors, including relevant experience, skill set, geographic location, and alignment with our internal compensation framework. This role is also eligible for additional benefits and incentives.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind our success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with!

Benefits are subject to change and may vary based on role and location. Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Comprehensive coverage to support health and well-being.

• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Protection and peace of mind in unforeseen circumstances.

• Supplemental Insurance Options: Optional critical illness, accident, and hospital plans.

• Commuter Benefits: Transit and parking benefits, where applicable.

• 401(k) with Company Match: Helping employees save and plan for retirement.

• Parental Leave: Support for new parents through birth, adoption, or foster care.

• Flexible Paid Time Off: Encouraging work-life harmony and balance.

• LinkedIn Learning Access: On-demand professional development courses.

• Pet Insurance: Supporting the well-being of furry family members.

• Employee Discount Programs: Exclusive savings through employee perk platforms.

At Tripleseat, we place a high value on our employees’ well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team.

 We are proud to be an equal-opportunity employer and do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Everyone Valued – Everyone Included.