Senior Marketing Manager, Customer Lifecycle at Info-Tech Research Group in Remote - Canada

Job description

• This is an exciting opportunity to play a critical role in strengthening customer relationships and driving long-term business success across the full customer journey. If you are a strategic marketer with a passion for customer engagement, retention, and growth, we encourage you to apply !
• The Senior Marketing Manager, Customer Lifecycle will own the strategy and execution of programs that support customers at every key stage of their journey with McLean & Company - from onboarding and product adoption, through advocacy, awards, referrals, growth, and retention of at-risk accounts. This role is responsible for building an integrated lifecycle marketing approach that deepens engagement, reinforces brand loyalty, increases customer lifetime value, and reduces churn.
• This position requires a strategic, results-driven marketer with a passion for customer engagement, storytelling, and program execution. The ideal candidate will collaborate cross-functionally with sales, delivery teams, and other key stakeholders to ensure an integrated and seamless customer experience across the entire lifecycle.

Responsibilities

• As a Senior Marketing Manager, you will be responsible for -
• Customer Onboarding & Product Adoption
• Design and lead onboarding programs and communications that accelerate time-to-value for new customers.
• Partner with sales and product teams to build adoption campaigns that drive usage of key features and deepen engagement.
• Develop lifecycle communications (email, in-app, content) that guide customers through key adoption and engagement milestones.
• Customer Advocacy & Awards Program
• Develop and execute a comprehensive customer advocacy strategy that increases customer engagement and reinforces brand loyalty.
• Manage, and scale the customer awards program to recognize and celebrate customer success stories.
• Identify and nurture customer advocates, creating opportunities for them to participate in case studies, testimonials, events, and peer networking initiatives.
• Work closely with sales and delivery teams to identify high-value customers for advocacy opportunities.
• Collaborate with the broader marketing team to create compelling advocacy content that can be leveraged across multiple channels, including digital, events, and social media.
• Customer Referral Program
• Develop and scale a customer referral program that leverages engaged advocates to drive high-quality, net-new opportunities aligned with overall growth objectives.
• Partner closely with sales to identify referral-ready customers, define clear referral pathways, and ensure referrals are positioned and tracked as a core extension of customer advocacy.
• Customer Growth
• Develop and implement customer growth initiatives that encourage expanded product adoption and drive expansion within existing accounts.
• Work closely with sales to align growth initiatives with business goals.
• Customer At-Risk & Retention
• Identify at-risk customers using usage data, support signals, and satisfaction metrics, and develop proactive retention strategies.
• Partner with customer success and sales to design and execute save and win-back programs for at-risk accounts.
• Track churn indicators and retention metrics, refining programs to reduce attrition and protect customer lifetime value.
• Program Management & Measurement
• Track and analyze key performance metrics across all lifecycle programs, using insights to refine strategies and maximize effectiveness.
• Serve as a key liaison between marketing, sales, and customer success teams to ensure lifecycle efforts align with broader business goals.
• Lead and manage a team of two shared marketing resources, acting as a project manager and effectively allocating their time and skills across initiatives based on business priorities.

Requirements

• Education & Experience
• BS/MS degree in marketing, communications, or a related field.
• 7-10 years of experience in B2B marketing, customer engagement, or lifecycle/advocacy roles.
• Experience managing customer lifecycle programs such as onboarding, adoption, advocacy, awards, referral, growth, or retention programs.
• Skills & Abilities
• Strong ability to build and nurture customer relationships, with a passion for amplifying customer success.
• Proven experience developing and executing integrated marketing campaigns across the customer journey.
• Ability to manage and prioritize multiple initiatives while collaborating with various stakeholders.
• Strong storytelling and content creation skills, with experience developing case studies and testimonials.
• Excellent written and oral communication skills.
• Analytical mindset with the ability to measure program success, interpret churn/retention data, and iterate based on insights.
• Experience managing and mentoring team members, ensuring effective resource allocation.
• Familiarity with CRM and marketing automation tools (Salesforce, HubSpot, Marketo, or similar).
• Creative problem-solving skills, with the ability to think outside the box and drive innovative marketing strategies.
• Exceptional organizational skills with a keen ability to manage competing deadlines and complex projects while staying focused on key objectives.
• Ability to adapt quickly to changing priorities and thrive in a dynamic, high-energy work environment.
• Language Skills: Bilingual proficiency in French, Spanish or German is good to have to support our diverse client base across North America and globally.

Skills

Required

• Analytical mindset
• Creative problem-solving skills
• Exceptional organizational skills