Customer Marketing Manager

At Loxo, we’re not simply offering you a job - we’re inviting you to join a team that is paving the future of the recruitment industry. In this role, you will have a mix of responsibilities you've probably held before, as well as responsibilities and projects that many companies shy away from due to fear of the unknown. Loxo isn't the place for everybody, and we recognize that. We move quickly and hold the team to high standards. If you're looking to just get by, for a monotonous role, or for a place where you can blend into the background - this isn't the opportunity for you.

That being said, we also recognize that very few people will meet 100% of the qualifications below. We don't expect to find a unicorn. But what we are looking for is someone with the passion, desire, and tenacity to learn and master the above. We're looking for someone with a growth mindset and high potential. So if reading this excites you, but you're worried about not checking every box, that's ok - we still want to get the chance to meet you.

About the Role:

Talking to customers, increasing product usage + adoption, and owning a revenue target. Love those things? Great, that's exactly what we're looking for in someone for this role.

We are looking for a highly driven Customer Marketing Manager to help scale our growth efforts. We are at the stage where a significant amount of growth moving forward will come from our existing customers. 

The ideal candidate should come from a high-growth B2B/SaaS background who is not afraid to roll up their sleeves and do the work. You're someone who gets excited when a new product or feature is released, and the first thing you think is, “I can’t wait to share this with our customers!”

This person is not someone who likes to do things “by the book” or just focus on strategy.

This person is someone who knows there's a better way to do things, but has been held up by red tape or fear of change from their leadership.

This person is not someone who needs to be told exactly what to do and how to manage their time.

This person is someone who identifies problems and opportunities, comes up with a plan, and takes action to drive results.

This role will report directly to the VP of Marketing and will work very closely with the Sales, Customer Success, and Product leaders to make a significant impact for the business.

What you’ll do:

• Core Responsibilities
• You will build and scale the customer marketing function at Loxo across the key focus areas of communications, advocacy, reviews, PLG, and campaigns
• You will increase pipeline, revenue, and net revenue retention (NRR) from our customer base
• You will own customer communications, working closely with our Customer Success team on delivering the right message to the right customers, such as release marketing, expansion campaigns, and adoption programs
• You will partner with the Demand Generation Manager on customer-specific campaigns
• You will partner with the Product team on our PLG offering to increase usage and adoption
• You will develop a consistent pipeline of customer stories, expressed across various mediums (written, video, audio, etc.) in partnership with our Head of Brand & Content
• You will partner with Customer Success on customer relationship surveys to better understand our overall customer experience, identify areas of improvement in the Loxo experience, and identify new advocates
• You will develop and run programs to drive public reviews of Loxo across sites like G2 and Capterra
• You will partner with the Community Marketing Manager, Customer Success, and Sales on our Loxo Parliament program designed to provide memorable networking, learning, and feedback opportunities for Loxo’s market

Milestones: What you’ll accomplish in your first 30 and 90 days

First 30 Days (Onboarding & Quick Wins)

• Customer Marketing Immersion:
• Onboard to all relevant customer marketing tools and platforms (HubSpot, Salesforce, Intercom, etc.).
• Familiarize yourself with existing customer data, segmentation, and communication workflows.
• Stakeholder Alignment:
• Meet with key stakeholders in Marketing, Sales, Customer Success, and Product to understand their goals, challenges, and current customer marketing initiatives.
• Initial Customer Engagement Audit:
• Audit current customer communication and engagement touchpoints to identify immediate areas for improvement.
• Identify 1-2 quick-win opportunities to improve customer communication or engagement AND execute it. Let’s get some momentum building early on 💪

First 90 Days (Process & Framework Establishment)

• Customer Segmentation & Strategy:
• Develop and document a comprehensive customer segmentation strategy based on key criteria (e.g., recruitment segment, size, lifecycle stage, product usage, customer value, etc.).
• Define clear objectives and goals for each customer segment.
• Communication & Campaign Framework:
• Establish a framework for customer communications, from large sends to one-off sends, including templates, guidelines, and best practices.
• Plan and execute initial customer marketing campaigns focused on key objectives (e.g., product adoption, expansion, advocacy).
• Advocacy & Reviews Program Foundations:
• Develop the foundation for customer advocacy and review programs, including processes for identifying advocates, soliciting reviews, and capturing testimonials.
• Set initial targets for increasing customer reviews on G2 and Capterra.

What you’ll need:

• Prior Experience:
• Customer marketing experience preferred, ideally from environments where you were a part of building this from the ground up
• Experience in a SaaS or subscription-based business model preferred
• Customer-facing experience where strong communication skills were critical in achieving the desired customer outcome
• Technical Skills:
• Expertise in platforms like Hubspot, Salesforce, Intercom, etc.
• Strong written communication skills
• Software Experience:
• Required: Hubspot, Salesforce
• Preferred: Intercom, ChurnZero

A few perks:

• 100% remote-based workforce
• Premium health coverage - medical, dental, and vision
• 401(k)
• Unlimited vacation and PTO

Ready to apply?

• In the attachments section of the application, please include your resume
• Lastly, answer the questions at the bottom of this application