Senior Customer Marketing Manager

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

Nearly half of all working Americans are not saving enough for their future. Too often it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth tech company changing the retirement industry. We’ve raised more than $700M in primary and secondary financings and are backed by a number of investors. Most recently, this includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

About the role

With “in it for customers” as a core value, our customers will always be at the center of everything we do. We’ve named our logo, “the Beacon”, to symbolize the role we play in helping employers and their employees navigate the decades-long journey to retirement. As Customer Marketing Manager, you’ll own marketing to “in life” customers. You’ll be responsible for fostering strong relationships with customers and elevating their voices internally to inform our priorities as we make our brand known for its customer experience. 

Your decisions will help us define who Human Interest is in the world and deliver on our mission to offer retirement plans to people in all lines of work. Reporting to the Director, Content & Brand, this is an exciting opportunity to showcase strategic, cross-functional leadership with significant ownership and responsibility at a rapidly growing company.

What you get to do every day

• Plan, develop, execute, measure, and report on marketing campaigns and programs that show how Human Interest is in it for customers and disrupting the retirement industry. This includes enriching campaigns with customer-focused content. 
• Conduct customer interviews and amplify the experiences and successes of current customers; distill and report on voice-of-the-customer sentiment analysis and key themes.
• Educate our customers about our products and services and support the creation of assets highlighting how we partner with and serve our customers.
• Nurture customer relationships through advocacy programs that influence participation and engagement in mutually beneficial advocacy programs (e.g. through customer reviews, references, stories, testimonials, advisory boards, co-marketing, etc.).
• Work with a broad array of stakeholders and encourage others to act as advocates for our customers.
• Partner with our Retention team to reduce churn and reinforce customer loyalty.
• Share customer stories across a variety of channels and platforms including video, blogs, and PR.
• Monitor incident management tickets, think holistically about what’s driving the underlying factors, and provide insights back into the business to drive broader business decisions.
• Protect our brand reputation by managing online review platforms such as G2, TrustRadius, and Google. Improve both the quantity and quality of our customer reviews and help troubleshoot/escalate any negative feedback we receive. 
• Draft incident comms and customer emails, then drive resolution of customer issues to ensure satisfactory conclusion of incidents.

What you bring to the role

• A passion for working with and strengthening relationships with customers, including creating memorable, meaningful customer experiences.
• Excellent listening, verbal, and written communication/presentation skills with meticulous attention to detail, the ability to craft a compelling story.
• 3-5+ years of relevant work experience, such as in Marketing, Product Marketing, Community Building/Community Manager, Advertising, PR, Communications, or similar
• A proactive approach to marketing and problem-solving.
• Ability to multitask (advance and prioritize many projects simultaneously), work independently, and as an effective team member.
• Sound judgment in assessing brand risks and making decisions that maintain the integrity of our core values and that uphold the larger brand strategy.
• A data-driven mindset to analyze customer insights and feedback so you can identify trends, preferences, and pain points that will inform marketing strategies and improve both customer satisfaction and retention.
• Strong soft skills to represent our organization when speaking with customers.

Bonus points

• Experience communicating with business owners/leadership or B2B marketing, including conducting interviews
• Experience building B2B customer programs (online reviews, loyalty, engagement, advisory boards, etc.)

Why you will love working at Human Interest

Mission - Highly collaborative startup dedicated to supporting employee engagement and growth. It’s an opportunity to help solve one of the biggest unsolved problems in America: saving for retirement.

Culture - Our operating principles define how we come together as a team to do our work. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. 

• Customer obsession
• Long-term orientation
• Autonomous and accountable teams
• An escalating bar for talent and performance 
• Fundamental optimism 

Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the US. The base salary for this position spans $121,000 - $138,000 and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary that we offer to a new employee within this range is based on their location within the US, their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall Total Rewards package. Depending on the position, additional compensation components such as bonus, commission, and equity may be offered. All of our employees are offered a robust suite of physical, financial and mental wellness benefits.

Benefits - 

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Generous PTO and parental leave policies
• Addition Wealth - Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra - Enhanced Mental Health Support for Employees and dependents  
• Carrot - Fertility healthcare and family forming benefits
• Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
• Fun online and regional events and celebrations and department and company offsites
• The vast majority of our positions can be 100% remote
  

We’re a great place to work (but don’t take our word for it) 

Here’s a list of our awards and accolades:

• Certified as a Great Place To Work® (2023-2024)
• Fortune Best Place to Work in the Bay Area (2024)
• Best Places to Work by Built In (2023-2024)
• America’s Best Startup Employers by Forbes (2020-2022, 2024) 
• A Top Company by Y Combinator (2020-2023)
• Inc. Fastest Growing Companies (2021)

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws.

We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at [email protected].

Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.

See more: https://humaninterest.com/disclosures