Customer Marketing Manager (VIP Onboarding & Customer Engagement)

Position Overview

If you love working directly with customers, owning strategic initiatives, and creating engaging experiences that drive long-term customer engagement, this role may be a great fit. As a Customer Marketing Specialist –Client Onboarding & Customer Engagement, you will support new client marketing onboarding, while also leading customer engagement initiatives across our customer base. This role is split evenly between VIP client onboarding marketing support and customer engagement programs, including newsletters, events, surveys, and customer communications. You will play a key role in shaping the ongoing customer experience and strengthening relationships beyond implementation. You are a relationship-builder who also thrives on analytics. You believe great customer experiences should be measurable, continuously improved, and aligned to clear business outcomes.

Key Responsibilities

Client Onboarding (50%)

• Connect with new clients who are ready to begin marketing efforts during implementations. 
• Based on tiering structure, contact new clients and work with them to promote EBPP to their customers. 
• Conduct Teams trainings on online payment adoption best practices. 
• Communicate marketing strategy, campaign plans, and timelines clearly to clients. 
• Create and customize marketing materials for clients as needed. 
• Follow up on client marketing activities and gather actionable feedback. 
• Drive adoption of online billing and payment services through consistent engagement. 
• Maintain knowledge of InvoiceCloud services and articulate value propositions effectively. 
• Track onboarding marketing activities and outcomes in Salesforce. 
• Partner with external vendors supporting marketing assets and creative execution. 
• Drive client behavior to promote online billing and payment adoption by payers. 
• Liaison with external vendors that house our marketing assets, QR codes, design vendors, and more. 

Customer Engagement (50%)

• Customer Communications: 
  • Own the strategy, execution, and content for the monthly customer newsletter. 
  • Partner with Product Marketing to create ad hoc email campaigns that support product launches. 
  • Send surveys and targeted customer emails throughout the year to gather insights and maintain engagement. 
  • Measure and report on engagement metrics, using insights to improve content and targeting. 
• Customer Engagement: 
  • Source and manage customer gifts and swag for surprise-and-delight initiatives. 
  • Manage customer invites, registration, and follow-up communications for user groups, industry events, and virtual customer sessions. 
  • Design end-to-end customer experiences for small customer events, including event planning, invites, reminders, post-event communications, and feedback collection. 
  • Identify opportunities to delight customers and enhance the overall customer experience through data-driven decision making. 

Success Metrics & Analytics Focus

 This role is highly focused on measuring customer engagement and adoption success. You are expected to own your metrics and use data to continuously refine customer marketing strategies.

Key metrics include:

• Newsletter performance (open rates, click-through rates, engagement trends) 
• Customer event attendance, registration rates, and post-event feedback 
• Survey participation rates and customer sentiment scores • Retention and engagement indicators tied to customer marketing initiatives 
• Effectiveness of onboarding marketing efforts for VIP clients 
• Timely and accurate reporting of results to stakeholders

Analytics is central to this role. You will regularly analyze performance, communicate insights clearly, and apply learnings to improve customer engagement, retention, and overall experience. Comfort using AI tools and analytics platforms to increase efficiency and impact is strongly encouraged. Use AI to scale personalized customer engagement while maintaining high-quality experiences. 

• Apply AI to analyze newsletter performance, event engagement, and survey results to uncover insights and guide strategy. 
• Use AI to personalize messaging, streamline content creation, and improve targeting across customer communications. 
• Increase efficiency and effectiveness of engagement programs by leveraging AI for planning, measurement, and optimization, freeing time for higher-impact strategic initiatives. 

Skills & Attributes

• Exceptional verbal and written communication skills 
• Ability to send 1:many emails in email platforms, like Sendgrid 
• Highly customer-centric with strong relationship-building abilities 
• Strategic mindset with the ability to own projects from start to finish 
• Analytical and data-driven; comfortable measuring and communicating success 
• Regular use of AI tools to improve efficiency and outcomes 
• Strong organizational skills and attention to detail 
• Creative thinker with strong content and messaging instincts 
• Ability to thrive in a fast-paced, collaborative environment 

Experience & Qualifications

• Bachelor’s degree 
• 5+ years of experience in marketing or marketing communications (SaaS or e-payments a plus) 
• Experience working directly with customers 
• Proficiency in Salesforce, MS Word, Excel, and PowerPoint 
• Knowledge of Adobe tools (Acrobat, InDesign, Photoshop, Illustrator) 
• Ability to learn and grow through AI to make your work more efficient and effective by building your own GPTs to streamline your work 
• Preferred: Marketo email marketing skills, Sendgrid or other email platform mastery