Who is TextExpander?

TextExpander is designed to help teams and individuals accelerate repetitive tasks and deliver a personal touch in business communications. Our productivity software automates content creation through highly customizable, user-defined keyboard shortcuts, or “snippets,” promoting consistent and compliant communications. From small teams to enterprise-wide deployments, users leverage TextExpander across a variety of job functions—from customer support to recruiting to outbound sales. Our platform is trusted by high-growth technology, healthcare, and consumer companies, including Facebook, Amazon, Uber, and Shopify.

With over 100,000 monthly active users who executed 560 million expansions last year, TextExpander is the preferred business productivity tool ranked 4.8 out of 5 on G2. As a portfolio company of Summit Partners, we are backed by a growth equity firm with a track record of successful investments.

The job: 

As the Customer Marketing Manager (PLG), you will drive growth and retention for TextExpander’s self-serve customer segment. You'll design and execute marketing programs that guide business users from onboarding to expansion and long-term retention. Leveraging automation, data-driven segmentation, and personalized engagement, you'll optimize the customer journey to boost conversions, feature adoption, and expansion revenue.

In this hands-on role, you’ll execute your own campaigns, including the creation of content, webinars, emails, in-product messaging, and customer education. You'll track key metrics, quantify impact, and collaborate with Account Management to support larger, managed accounts. If you're a PLG marketer who turns product signals into action and crafts compelling customer experiences, we’d love to hear from you.

Key Responsibilities:

• Own the end-to-end self-serve customer experience. Design and implement customer marketing campaigns that engage, retain, and expand self-serve business customers. Own the renewal and expansion targets for the self-serve segment of business customers. Support renewal and expansion broadly across all customers in partnership with the Account Management team.

• Drive self-serve expansion through targeted messaging and automation. Leverage in-app messaging, email campaigns, and behavioral triggers to move customers through the funnel. Experiment with personalized upgrade paths based on usage data, ensuring customers see value in moving to higher-tier plans and broader company adoption.

• Create and execute content that supports customer growth. Develop lifecycle marketing assets such as onboarding guides, feature announcements, customer stories, and educational content. Plan and execute webinars, customer workshops, and in-product messaging to drive deeper product engagement and expansion.

• Identify and activate Product-Qualified Leads (PQLs). Monitor product usage signals to surface self-serve customers who are ready to expand. Implement automation strategies that guide these high-intent users toward upgrades with minimal friction, while also surfacing insights to the Account Management team.

• Optimize onboarding and activation flows. Ensure new self-serve customers experience a smooth onboarding process that highlights key features and value propositions. Work closely with the Product team to create a cohesive customer journey.

• Analyze customer behavior to refine segmentation and lifecycle journeys. Use tools like Mode, Segment, Mixpanel, and HubSpot to track engagement patterns, cohort trends, and conversion data. Use insights to create targeted lifecycle strategies that improve retention and expansion.

• Develop and run A/B tests to optimize conversion rates. Continuously test messaging, timing, and channel strategies to improve self-serve upgrades. Iterate based on data to refine email sequences, in-app experiences, and pricing page strategies that drive higher conversion rates.

• Collaborate with Product, Growth, and Account Management teams. Work cross-functionally to align customer lifecycle strategies with product updates, pricing experiments, and broader go-to-market initiatives. Share insights on customer behavior and expansion opportunities to help inform larger account strategies.

• Measure and report on key lifecycle marketing metrics. Track and analyze performance indicators such as activation rates, conversion rates, expansion revenue, and churn. Present insights and recommendations to continuously improve self-serve customer growth.