Customer Marketing Manager (VIP Onboarding & Paperless Programs)

Position Overview

If you enjoy working directly with clients, driving paperless billing adoption, and supporting meaningful digital transformation as our customers go live, this role may be for you. As a Customer Marketing Manager – Paperless Programs & Customer Onboarding, you will play a key role in helping our customers successfully go live well, and grow the number of their customer on paperless billing through innovative programs and campaigns. This position is split evenly between supporting paperless programs for existing customers and leading VIP onboarding marketing efforts for new clients. You will work closely with clients, Customer Success Managers (CSMs), and internal partners to drive adoption of EBPP (Electronic Bill Presentment and Payment) through thoughtful strategy, data-driven insights, and engaging marketing execution when billers go live and beyond. You are a “people person” who also values analytics and measurement. You understand that strong customer relationships, combined with data-backed decisions, lead to better outcomes.

Key Responsibilities

VIP 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 VIP 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.

Paperless Program (50%)

• • Support the execution and optimization of paperless programs in partnership with the Customer Marketing Manager.
  • Manage paperless program email sends, including scheduling, execution, and opt-out management.
  • Collaborate with CSMs to help position and pitch paperless programs to existing customers.
  • Monitor performance of paperless initiatives and recommend adjustments based on results.
  • Ensure accuracy, compliance, and consistency across all paperless communications. 

Success Metrics & Analytics Focus

 Success in this role is measured by both customer adoption outcomes and program performance. You are expected to regularly review results, identify trends, and use insights to improve future campaigns.

Key metrics include:

• Increase in paperless enrollment rates across targeted customer segments
• Growth in online billing and payment adoption for VIP onboarded clients
• Timeliness and accuracy of campaign tracking and reporting in Salesforce
• Client satisfaction and qualitative feedback during onboarding

A strong focus on analytics is essential. You will be expected to interpret data, communicate results clearly to internal stakeholders, and use insights to influence strategy and execution.

Leverage AI tools to streamline onboarding and paperless program execution by reducing manual effort and improving campaign performance

• Use AI to assist with drafting and optimizing client-facing emails, marketing content, and training materials.
• Analyze campaign performance data with AI to identify trends, predict outcomes, and recommend improvements.
• Reduce time spent on repetitive tasks (reporting, content customization, follow-ups) by at least 25–30%, allowing more focus on client strategy and engagement

Skills & Attributes

• You love talking with customers! Strong customer-facing communication skills across phone, Teams, email, and presentations
• Excellent computer and technical skills
• High attention to detail and strong problem-solving ability
• Tech-savvy with a desire to learn new tools and platforms
•  Strong visual and content design sensibility
• Ability to influence customer behavior and build trusted relationships
• Sense of urgency and strong follow-through
• Team player who thrives in a fast-paced, cross-functional environment
• Comfortable working with performance data and reporting results

Experience & Qualifications

• Bachelor’s degree 
• 5+ years of experience in marketing or marketing communications (SaaS or e-payments a plus) 
• Pracical experience working directly with customers 
• Proficiency in Salesforce, MS Word, Excel, and PowerPoint 
• Working 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