Customer Marketing Manager at CallRail

The Position

CallRail is seeking a Customer Marketing Manager to own and execute programs that engage current customers, help them realize value with the CallRail platform, and capture and infuse the voice of the customer (VOC) throughout the customer journey.

Reporting to the Senior Manager of Customer Marketing, this position will be responsible for developing and executing best-in-class customer advocacy and engagement strategies, programs, and processes that will reinforce our brand, strengthen our reputation, and reward customers for their contributions. Additionally, the Customer Marketing Manager will oversee and grow the CallRail Community, recruiting and engaging users to foster meaningful connections, encourage collaboration, and amplify the voice of the customer.

This position requires familiarity with customer lifecycle marketing, adeptness at building meaningful relationships with customers, and a passion for delivering a delightful customer experience. To be successful, it will require effortless cross-functional collaboration with product, sales, operations, and the broader marketing teams.

What You'll Do 

• Manage and grow the customer evidence database, ensuring it is organized for easy cross-functional use in marketing, sales, and product initiatives. Regularly refresh the database with quotes, testimonials, videos, case studies, statistics, and other customer-generated content.
• Develop and oversee programs to build, manage, and measure the impact of a growing pool of customer advocates and references.
• Manage and grow the CallRail Community, recruiting and engaging users to foster collaboration and amplify the voice of the customer.
• Collaborate with Demand, Partner, Customer, and Product Marketing to plan and execute webinars, virtual events, and social promotions that engage and feature current customers.
• Deliver bi-annual product update briefings that provide value to customers and drive engagement, while also keeping the “What's New” page up to date with the latest releases to ensure customers are informed of new features and improvements.
• Partner with the content marketing team to create rich, educational content for customers, such as videos, guides, ebooks, blog posts, webinars, and interactive resources.
• Manage third-party review sites, maintaining good standing and growing online reviews through incentivized campaigns.
• Oversee the UserEvidence survey platform and publish third-party validated content aligned with brand and product positioning for use across marketing and sales communications.
• Develop post-onboarding engagement programs with Product Marketing to increase product usage, highlight new feature launches, and accelerate time to value.
• Continuously learn and study the CallRail platform to effectively communicate its value and address the needs of small to medium-sized businesses and agencies.
• Stay informed about customer marketing trends and best practices.
• Measure, track, and report on success metrics for all customer engagement and advocacy initiatives monthly.

What You’ll Need 

• 3-5 years of experience in marketing, customer success, content marketing, or related customer-facing role
• Experience in SaaS preferred, SMB and/or B2B marketing a plus
• Experience successfully collaborating cross-functionally with customer marketing stakeholders including product, sales, operations, and marketing teams
• Strong presentation skills, with the ability to confidently present at internal company meetings and external product update briefings
• High level of comfort interfacing with and interviewing customers
• Highly organized and self-motivated, with a high level of initiative
• Excellent written and verbal communication skills
• Bachelor’s degree required

Measurements of Success

• Quarterly Evidence Pool Targets, Growth by Product Line
• Referenceable Customer List Targets, Growth by Product Line
• Customer Stories/Month or Quarter
• Engagement Campaign Performance
• Community Growth & Engagement
• Product Update Webinar Engagement Metrics
• (indirectly responsible) New Product Feature Usage
• (indirectly responsible) Churn Rate by Product Line

 If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

 

Additional Perks

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events 
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays. 

 

Learn more: https://www.callrail.com/about/ 

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).