Sr Manager, Customer Marketing

Who We Are

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

We are building a world-class customer marketing function from the ground up, and we're looking for a passionate and strategic Sr. Manager, Customer Marketing to lead the charge. This is a unique opportunity to own and define our customer marketing strategy, turning our most successful customers into powerful advocates and driving significant business impact.

You will be responsible for creating and scaling programs that showcase customer success, drive product adoption, and foster a vibrant community. You'll manage a small but mighty team, partner closely with cross-functional leaders, and build the foundational processes needed to deliver a best-in-class customer experience. A key part of your role will be to deeply embed with the Sales, Customer Success, and Global Support organizations, providing them with the tools and content they need to nurture customer relationships, drive adoption, and close deals. If you are a builder who thrives in a dynamic environment and loves to tell compelling customer stories, this role is for you.

What You Will Do In This Role

• Strategy & Vision: Develop and execute a comprehensive customer marketing strategy focused on advocacy, community, and loyalty. Define key metrics and OKRs to measure program effectiveness and ROI.
• Customer Advocacy: Build and manage our customer advocacy programs, including case studies, video testimonials, G2 reviews, and public speaking opportunities.
• Partnership with Sales & Customer Success: Serve as a key partner to the Sales and Customer Success teams. Provide them with a steady stream of customer stories, case studies, and referenceable accounts to support deal cycles, upsells, and renewals. You will own the process for identifying and recruiting new customer advocates.
• Adoption & Loyalty: Collaborate with Customer Success and Global Support to drive product adoption, create consistency of brand voice in customer-facing materials, and foster long-term customer loyalty.
• Team Leadership: Lead, mentor, and develop a team of two direct reports (P3/P4 Customer Voice & Advocacy Specialist and a P2/P3 Customer Marketing Coordinator). You will also oversee a 0.5 FTE offshore agency resource.
• Cross-Functional Collaboration: Collaborate closely with the ABX & Field Marketing team on customer events. Partner with Product Marketing and the broader Marketing team to ensure customer stories are integrated into every stage of the customer journey.
• Content Creation: Guide the development of customer-centric content, including success stories, webinars, and thought leadership articles.
• Reporting: Regularly report on the performance of customer marketing initiatives to senior leadership, providing insights and recommendations for optimization.
  
  

What You Need To Be Successful In This Role

• 10 years of experience in marketing, with at least 3-5 years in a dedicated customer marketing role.
• Proven experience building and scaling customer marketing programs from scratch.
• Strong understanding of how customer advocacy drives business outcomes, including pipeline generation, retention, and brand reputation.
• Demonstrated experience in a marketing role that directly supported a sales or customer success team. You know how to build trust and provide value to these organizations.
• Experience with customer communities and/or forums, with a clear understanding of the distinction between community building and demand generation.
• Excellent leadership and people management skills, with experience managing and developing a small team.
• Exceptional communication and storytelling abilities, with a knack for turning complex topics into compelling narratives.
• Highly collaborative and skilled at working with cross-functional teams, including Sales, Product, Customer Success, and Global Support.
• Experience working with customer advocacy platforms (e.g., Influitive, SlapFive, etc.) and a deep understanding of B2B marketing technology.
• A "builder" mentality—you are comfortable with ambiguity and are excited by the challenge of creating something new.
  
  

Salary Range: $155,600- $194,500

Certinia annually assesses our compensation and benefits strategies to ensure a best-in-class total rewards package. New hire base pay is dependent on job-related, non-discriminatory factors such as experience, tenure, growth potential, team parity, geo, etc. Base pay is one part of the Total Rewards that Certinia provides to compensate and recognizes employees for their work. Certinia provides other elements including best-in-class benefits, variable pay offerings, remote work opportunities, flexible time off, parental leave, 401(k), HSA and FSA plans, and more.