Who You Are
Swoogo’s marketing team is on the hunt for a Senior Customer Marketing Manager—someone who’s creative, customer-obsessed, and eager to create exceptional experiences. If you thrive on finding new ways to catch attention and bring value, we might be a perfect match. You think of “matchmaking” as pairing the right customer with the right solution, and you’re proud to say a few customers might even make your holiday card list. While you geek out on ICPs and segmentation, you also know people > numbers, and you understand that empathy and communication build long-term relationships. Bonus points: you know how all this connects to ROI.
At Swoogo, we’re passionate about building a community—not as a transaction, but as a genuine connection—and that idea sparks your excitement. You believe people sell products, and people buy them—not spreadsheets. You’ll love that we keep our support team in-house and treat them like the rockstars they are because they’re our frontline ambassadors. You’ll partner with them to ensure we not only meet customer needs but exceed expectations.
You’ll collaborate with Product Enablement, Product Marketing, and Customer Success to deliver an outstanding customer experience and advocate for their voices internally. But let’s be clear: you’re more than just a “people person.” You’re a strategist, a communicator, and a self-starter who thrives in fast-paced environments. Reporting to the Director of Product Marketing, you’ll also work closely with the marketing team, Account Managers, and Customer Success to drive growth.
About the Role
In this role you will:
- Develop strategies to engage customers throughout their journey, from onboarding to renewal and upsell.
- Develop and execute integrated revenue campaigns that enable new levels of engagement and advocacy within our customer base.
- Collaborate with the customer success team to identify adoption gaps and create resources (e.g., tutorials, guides, campaigns) to address them.
- Identify and nurture customer advocates for case studies, testimonials, reviews, and reference programs.
- Manage Swoogo’s customer referral program, and strategy for review sites such as G2 and Capterra.
- Work with customers to create compelling success stories, videos, and thought leadership content that showcase ROI and product impact.
- Build and manage customer newsletters, customer email campaigns, webinars, and virtual events.
- Own and manage Swoogo’s customer community programs, including the Customer Advisory Board, to drive peer-to-peer learning, collaboration, and advocacy.
- Partner closely with the Sr. Growth Marketing Manager to integrate customers into broader community initiatives, connecting them with the wider event and marketing landscape.
- Serve as a bridge between customers and internal teams by gathering and sharing feedback. Use surveys, NPS programs, and other tools to collect data on customer satisfaction.
- Be a strategic partner to Customer Success, and other customer-facing teams, to execute Customer-First strategies that increase customer satisfaction, net promoter score, retention, and customer lifetime value.
- Help plan and execute UnConventional, Swoogo’s annual user conference.
What You’ve Done Before
- 5+ years of B2B customer marketing, CX, or advocacy experience, preferably as part of a marketing team at a SaaS or technology company.
- Experience working with customers to develop advocacy marketing content that highlights customer success and value across multiple channels.
- Compelling storyteller with ability to understand industry challenges and technical concepts, and synthesize them into a story that resonates with customers.
- Experience managing a webinar program.
- Obsessed with the details that make up the customer experience.
- Strong proficiency in marketing automation and customer experience software such as Hubspot, Salesforce, and Gainsight.
- Ability to work in a complex, fast-paced, highly collaborative team environment.
- Excellent written and spoken communication skills with the ability to write marketing collateral in multiple tones/voices as appropriate.
- Demonstrated ability to be poised and effective in high-pressure situations; ability to anticipate issues and have (or quickly develop) contingency plans.
It’d be Great if You’ve Done This
- Familiarity with B2B enterprise software market dynamics and customer engagement strategies specifically in the event software space.
- Experience running or supporting events.
- Experience with project management softwares such as Asana, and/or Notion.
Swoogo & How We Work
Learn more about Swoogo, how we work and our Perks & Benefits.
