General Summary:

The Customer Marketing Manager is responsible for building and managing customer marketing programs that help ConnectWise partners realize value, renew with confidence, and become ready to adopt additional solutions. This role owns scalable lifecycle programs across activation, value realization, modernization, renewal readiness, next-workload awareness, and adjacent-solution readiness. The Customer Marketing Manager will work closely with Partner Success, Account Management, Sales, Product Marketing, Professional Services, Education, Revenue Operations, Renewals, Advocacy, and Marketing Operations. The ideal candidate is a hands-on B2B customer marketer or lifecycle marketer who can turn complex customer journeys and data signals into clear, measurable programs. This individual must be comfortable building new motions, establishing processes, and moving between strategy and execution.

Essential Duties & Responsibilities:

• Build and manage retention and expansion marketing programs across the post-sale partner lifecycle.

• Develop scalable, product-specific lifecycle journeys across welcome, activation, onboarding, value realization, adoption, modernization, and renewal readiness.

• Develop modernization programs and confidence journeys that help partners move from legacy products or versions to current ConnectWise platform solutions.

• Use customer health, product usage, implementation status, education engagement, modernization status, sentiment, renewal confidence, and intent signals to identify relevant partner cohorts.

• Establish clear program triggers, audience criteria, calls to action, and handoff points for Partner Success, Account Management, Sales, and Renewals.

• Partner with Product Marketing, Advocacy, Partner Success, Professional Services, Implementation, Education, Renewals, Sales, and Account Management to align positioning, proof, education, communications, and lifecycle interventions.

• Work with Revenue Operations and Marketing Operations to establish segmentation, automation, reporting, attribution, and program measurement.

• Measure impact, monitor performance and optimize across activation, adoption, value realization, modernization, renewal readiness, expansion-ready audience creation, handoff quality, pipeline influence, and retained or expanded ARR.

Knowledge, Skills, and/or Abilities Required:

• Strong understanding of B2B customer marketing and post-sale lifecycle stages, including onboarding, activation, adoption, value realization, renewal, cross-sell, and expansion.

• Ability to translate complex products and customer journeys into clear, actionable marketing programs.

• Strong understanding of customer segmentation, lifecycle triggers, customer health, product usage, engagement data, and intent signals.

• Ability to balance customer value, retention priorities, and commercial growth objectives, including distinguishing between education, awareness, demonstrated intent, and sales readiness.

• Strong analytical skills and experience using customer and campaign data to define audiences, make decisions, and measure program performance.

• Strong program and project management skills, with the ability to manage multiple programs, audiences, deadlines, and dependencies.

• Ability to build new processes and programs in an evolving environment with limited existing infrastructure.

• Ability to move between strategic planning and hands-on execution while maintaining attention to detail and broader lifecycle objectives.

• Strong written and verbal communication skills.

• Familiarity with SaaS, technology, MSP, channel, partner ecosystems, or multi-product platform environments is preferred.

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in Marketing, Communications, Business, or a related field preferred.

• Five or more years of experience in B2B customer marketing, lifecycle marketing, retention marketing, expansion marketing, product marketing, or customer success marketing.

• Experience building post-sale customer journeys, adoption and value realization programs, renewal campaigns, modernization programs, or cross-sell initiatives preferred.

• Experience working with customer health data, product usage data, lifecycle stages, marketing automation, CRM, or customer success platforms preferred.

• Experience partnering across Customer or Partner Success, Sales, Account Management, Product Marketing, Renewals, Revenue Operations, and Marketing Operations.

• Experience building new programs, operating models, or processes in an evolving SaaS, technology, MSP, channel, or partner ecosystem environment strongly preferred.

Working Conditions:

• Professional office or remote work environment.

• Frequent use of computers, video conferencing, collaboration tools, CRM, marketing automation, and customer success platforms.

• Regular collaboration with global teams and stakeholders across multiple time zones.

• Must be able to manage competing deadlines, changing priorities, and multiple cross-functional programs.

• Fast-paced environment requiring flexibility, accountability, strong prioritization, and effective communication.