Customer Marketing Specialist

We’re looking for a creative and data-driven Customer Marketing Specialist to join our growing Product Marketing team. As the Customer Marketing Specialist, you will play a critical role in our go-to-market motion by driving customer engagement and ensuring a seamless and positive customer experience that supports product adoption and retention. You’ll be the voice of our customer, knowing each of our segments like the back of your hand and how to turn those customers into advocates.

You’ll get to develop and manage programs that bring us closer to our customers and capitalize on our company’s already awesome relationship with our users. In this role, you’ll be responsible for developing and executing marketing strategies that enhance the customer experience, drive product awareness, and support adoption. You’ll work closely with the Marketing, Customer Success, and Sales teams to strengthen the relationship between our software and our customers, helping transform businesses.

Our customer’s are awesome and they love helping Roofr achieve our goals. If you love creating customer-centric campaigns, improving customer education and you’re passionate about product adoption, we’d love to meet you!

What you get to do:

Customer Communications & Content:

• Create and execute communication strategies to keep customers informed and engaged. This includes newsletters, webinars, product update emails, and customer education events.

Go-to-Market Support:

• Collaborate with Product Marketing and Product teams to support small feature releases and create customer-centric materials for owned customer marketing channels such as monthly product newsletter and customer webinars.

Customer Advocacy & Review Programs:

• Build and manage an online customer advocacy program, identifying top customer advocates, developing stories for case studies, and driving reviews, testimonials, and supporting product initiatives like customer research and user testing.
• Manage review generation initiatives with 3rd party review sites. (G2, Google, Facebook)

Content Creation:

• Collaborate with content teams to create customer-centric materials, including use cases, how-to guides, and training resources that elevate the customer experience.

Customer Adoption & Retention:

• Work with Product Marketing and Lifecycle Marketing on adoption initiatives by creating marketing material to support the customer throughout their journey. Collaborate on campaigns that reduce churn and increase customer lifetime value.

Customer Insights:

• Partner with the Customer Success and Product teams to gather and analyze customer feedback. Use these insights to develop new product education initiatives, support product adoption strategies, and inform marketing campaigns.

Performance Tracking & Reporting:

• Analyze the effectiveness of customer marketing campaigns, track KPIs (e.g., NPS, churn rate, customer engagement metrics), and optimize strategies based on data.

What you’ll bring to the team:

• Bachelor's degree in Marketing, Communications, Business, or a related field
• 2-3 years of experience in customer marketing, lifecycle marketing or product marketing
• Strong communication and interpersonal skills
• Strong content creation skills and comfortable owning marketing initiatives
• Familiarity with CRM tools (e.g., HubSpot) and product experience platforms (Pendo, Appcues, Mixpanel)
• Data-driven mindset with experience in customer segmentation and analysis
• A customer-first mentality and passion for driving customer satisfaction and loyalty

Bonus Points:

• Experience in marketing a PLG product
• Experience working with small business owners
• Knowledge of SaaS products and the customer lifecycle
• Proven track record in developing customer advocacy and retention strategies