Customer Marketing Manager - Remote

PayNearMe, Inc.

Job Overview

Location

Santa Clara

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end customer marketing strategy for our global client base, translating business goals into measurable campaigns that increase product adoption, deepen engagement, and unlock expansion revenue.
• Design and orchestrate segmented lifecycle programs—from onboarding to renewal—leveraging behavioral data, usage analytics, and firmographic insights to deliver the right message to the right customer at the right time.
• Produce high-impact content that proves ROI: write and commission case studies, ROI calculators, video testimonials, and interactive webinars that showcase quantifiable client success and inspire peer adoption.
• Build and manage a scalable reference and advocacy engine: recruit enthusiastic customers into a formal reference program, maintain a dynamic library of advocates, and match sales opportunities with the perfect customer voice to accelerate deal velocity.
• Partner with Customer Success to identify at-risk accounts and create targeted “save” campaigns that reduce churn; simultaneously run nurture tracks that surface upsell and cross-sell triggers for high-growth accounts.
• Collaborate with Product Marketing to translate every feature launch into adoption playbooks: release notes, in-app guides, email drips, and live enablement sessions that ensure customers realize value within the first 30 days.
• Work hand-in-hand with Product Operations to mine telemetry data—feature usage, seat utilization, support tickets—and turn insights into actionable segmentation that powers personalized outreach.
• Define, track, and report on key metrics: Net Revenue Retention (NRR), product adoption rate, reference influence on pipeline, webinar attendance, and email engagement; present findings monthly to the executive team and iterate programs accordingly.
• Champion the customer voice internally: synthesize feedback from NPS surveys, advisory boards, and win-loss interviews into clear recommendations that shape roadmap priorities and messaging refinement.
• Lead quarterly business reviews with Sales and CS leadership to align on expansion targets, prioritize high-value accounts, and co-create account-based marketing (ABM) plays that move the revenue needle.
• Establish and maintain a customer community platform (forums, user groups, virtual events) that fosters peer-to-peer learning, reduces support volume, and positions our brand as an indispensable partner.
• Manage external vendors and agencies to scale content production, event logistics, and creative services while staying on budget and on brand.
• Mentor junior marketers and cross-functional teammates on customer-centric storytelling, data-driven experimentation, and agile campaign execution.
• Stay ahead of industry trends—SaaS customer marketing benchmarks, MarTech innovations, and competitive intelligence—to continuously elevate our programs and maintain category leadership.

🎯 Requirements

• 5+ years of B2B customer marketing, lifecycle marketing, or product marketing experience in a SaaS environment
• Proven track record of driving upsell/cross-sell revenue and improving Net Revenue Retention through targeted campaigns
• Expert-level command of marketing automation platforms (Marketo, HubSpot, or Pardot) and CRM systems (Salesforce)
• Exceptional storytelling skills with a portfolio of case studies, webinars, and email campaigns that influenced pipeline
• Strong analytical mindset—comfortable building dashboards in Tableau, Looker, or similar BI tools to measure program ROI
• Nice-to-have: experience building customer advocacy programs and managing online communities

🏖️ Benefits

• Fully remote-first culture with flexible hours and quarterly company-wide recharge weeks
• Comprehensive health, dental, and vision insurance plus mental wellness stipend
• Annual professional development budget ($2,500) and access to industry conferences
• Equity package and performance bonuses tied to customer expansion goals

Skills & Technologies

Onsite

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PayNearMe, Inc.

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About PayNearMe, Inc.

PayNearMe operates a cash payment network allowing consumers without traditional banking to pay bills, rent, and loan installments at participating retail locations. The system converts cash into electronic payments for businesses in lending, property management, auto finance, and utilities. Users receive a barcode or payment code to complete transactions at 7-Eleven, CVS, Family Dollar, and other chains. Merchants gain guaranteed electronic settlement and compliance tracking. Founded in 2009 and headquartered in Santa Clara, California, the company serves lenders, property managers, and government agencies needing inclusive payment options across the United States.

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