Senior Customer Marketing Manager

As Senior Customer Marketing Manager, you’ll own the strategy and execution that turns customers into advocates, drives product adoption, and fuels retention and expansion. You’ll partner closely with Global Campaigns, Customer Success, Product Marketing, and Demand Gen to build lifecycle programs, customer storytelling initiatives, and insight-driven communications that strengthen relationships across the entire journey - from onboarding to advocacy. This newly created role will play a central part in making customers the engine of our demand generation model - powering community, advocacy, and upsell growth while amplifying Level Access’s brand leadership in digital accessibility. Key Responsibilities 1. Customer Lifecycle & Retention · Develop and run lifecycle programs that drive onboarding, adoption, renewal, and expansion. · Create persona-based nurture campaigns for Accessibility, Product, Design, and Engineering leaders. · Partner with Customer Success to deliver communications that celebrate milestones and reinforce value 2. Advocacy & Storytelling · Build and manage a scalable customer storytelling and advocacy program ; case studies, testimonials and customer features. · Identify and activate customer champions for campaigns, events, and PR. · Integrate real customer stories into global campaigns 3. Community & Engagement · Lead customer communications including newsletters, learning content and event invitations. · Partner with teams to grow the customer community through webinars, user groups and roundtables. · Encourage ongoing dialogue and feedback to improve engagement and retention. 4. Insights & Performance · Define KPIs for adoption, engagement, advocacy, and expansion - reporting progress regularly. · Use customer data and insights to guide messaging, content, and campaign strategy. · Collaborate with Marketing and Rev Ops to connect customer marketing to pipeline and revenue impact. What You’ll Bring · 5+ years’ experience managing customer or lifecycle marketing, ideally in B2B SaaS. · Proven ability to build advocacy and storytelling programs. · Strong cross-functional collaboration and project management skills. · Excellent storytelling and writing ability. · Data-driven mindset with familiarity using HubSpot, Salesforce, Gainsight or equivalent. · Passion for accessibility, inclusion, and customer experience. Success in the First 6 Months Establish the customer marketing framework, comms cadence, and KPIs. Deliver first wave of customer stories for key campaigns. Demonstrate measurable engagement and retention improvements. Why Join This is a chance to define and build the customer marketing function at Level Access - shaping how we connect, celebrate, and grow with our customers. You’ll play a pivotal role in transforming customer success into brand advocacy and measurable demand. Application Process If you thrive in a fast‑paced environment and you are eager to make a significant impact in the field of accessibility, we would love to hear from you! This is a full‑time, salaried position offering a competitive benefits package, including bonus opportunities, generous paid time off, paid holidays, and a range of programs designed to support employee well‑being and work‑life balance. Interested in immediate consideration? Please submit your resume to be considered for this role. Level Access is committed to workforce diversity and is an Equal Opportunity Employer. We are dedicated to providing reasonable accommodations throughout the hiring process. Level Access uses artificial intelligence (AI) tools to support and enhance our recruitment and hiring processes. These tools may assist with activities such as résumé screening, skills assessments, interview scheduling, and communication These tools are designed to assist our recruiters and do not make final hiring decisions. All AI-assisted processes are subject to human review and candidate information is handled in accordance with our Privacy Policy and applicable regulations. To learn more about how we collect and use personal data, please review our Privacy Statement (https://www.levelaccess.com/privacy-statement) and our Trust Center (https://trust.levelaccess.com). Apply To This Job