3 Days Left) Senior Manager—Customer Marketing

3 weeks ago

Bengaluru, Karnataka, India Hiver Full time
Job Description

About Us

Hiver offers teams the simplest way to provide outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. Were a top-rated product on G2 and rank very highly on customer satisfaction.

At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they by hitting their numbers. Were profitably run and are backed by notable investors. K1 Capital led our most recent rou of $22 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

Opportunity

The Senior ManagerCustomer Marketing role at Hiver is an exciting and impactful opportunity for professionals who are passionate about driving customer growth and innovation within a high-growth SaaS company. This role will be pivotal to Hiver&aposs continued growth and success, requiring strategic acumen, creativity, and a customer-centric approach.

What You Will Be Working On

Lifecycle Marketing and Customer Growth Strategies:

- Lead and execute creative growth strategies spanning customer onboarding, expansion, engagement and retention initiatives, directly impacting Hiver&aposs growth and success.
- Craft compelling customer growth campaigns across email, website, in-product, webinars, and communities.
- Develop onboarding nurture programs for the first 90 days post-purchase

Revenue Expansion Programs

- Partner with product marketing, customer success, and sales teams to identify cross-sell and up-sell opportunities.
- Plan and execute targeted campaigns to showcase the value of Hiver products to existing customers across in-product, email, webinars, events, and other channels.
- Expand to newer buying centres in Hivers customer base to introduce new revenue opportunities

Content Creation and Management

- Develop compelling customer wins and success stories through case studies, videos, and social media content
- Manage and optimize customer content in Sales and Customer Success enablement and ensure consistent brand compliance across all customer-facing materials
- Create and manage the customer newsletter to communicate and engage with customers on a regular basis.
- Lead ideation and delivery of customer events and initiatives, including customer roundtables, user conferences, and more.

Customer Marketing Programs

- Develop the Customer Advocacy, Community, Academy Programs to identify and nurture relationships with strategic customers
- Own advocacy initiatives such as reference programs, reviews, and testimonials.
- Create thought leadership opportunities for key advocates and develop platforms for customer success storytelling
- Celebrate key customer milestones (e.g., project go-lives, achieving business outcomes). Collaborate with internal teams to create communication plans that highlight these achievements.
- Create a customer education program to certify customers on Hivers products and services
- Use creative methods to drive discussions, create user-generated content, and customer-led events to foster collaboration and knowledge-sharing
- Develop reports to assess the business impact (retention and expansion) of the various customer marketing programs

Product Adoption And Customer Retention

- Develop a feature adoption and health score framework for Hiver customers to decrease the likelihood of churn and improve product stickiness.
- Create and implement strategies to drive feature adoption among existing customers and prevent churn from 0 to 90 days and beyond.
- Implement retention strategies, reducing churn, and increasing ARR while improving the customer onboarding experience.
- Implement personalized initiatives to reduce churn and increase customer lifetime value (CLV).
- Gather and analyze customer feedback through surveys, interviews, and reviews to identify needs and pain points. Leverage insights to guide product improvements and refine marketing strategies.

What are we looking for

- MBA in Marketing or Business: Preference for candidates with an MBA degree in Marketing or Business, and 9+ years of experience in customer marketing at SaaS companies.
- Analytical & Strategic bent of mind: Proficient in data analysis, strategic thinking, and ROI-focused marketing.
- Customer-centric approach: Deep understanding of customer needs and behaviors for effective customer growth and retention.
- Experience in establishing processes to gather, analyze, and act upon customer feedback and insights that help drive product improvements and enhanced customer experience
- Proficiency in Content Creation: Ability to create engaging customer education content, including product videos, webinars, product 1-pagers, how-to guides, product courses etc, to support feature adoption and revenue growth.
- A customer-obsessed story-teller. You have deep empathy for customers and users and can adapt your communication to best reach and engage your audience through customer education and advocacy programs.
- Ability to understand SaaS product offering, its features, and its competitive landscape to effectively communicate its value to customers.

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