Customer Marketing Manager

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

Nearly half of all working Americans are not saving enough for their future. Too often it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth tech company changing the retirement industry. We’ve raised $500M and are backed by leading investors. Most recently, by funding from BlackRock as well as many other top investors: TPG (The Rise Fund) with SoftBank led our Series D, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and others.

About the role

With “in it for customers” as a core value, our customers will always be at the center of everything we do. We’ve named our logo, “the Beacon”, to symbolize the role we play in helping employers and their employees navigate the decades-long journey to retirement. As Customer Marketing Manager, you’ll foster strong relationships with customers and elevate their voices internally to inform our priorities as we make our brand known for its customer experience. 

Your decisions will help us define who Human Interest is in the world and deliver on our mission to offer retirement plans to people in all lines of work. Reporting to the Director of Corporate Marketing & Communications, this is an exciting opportunity to showcase strategic, cross-functional leadership with significant ownership and responsibility at a rapidly growing company.

What you get to do every day

• Plan, develop, execute, measure, and report on marketing campaigns and programs that show how Human Interest is in it for customers and disrupting the retirement industry. This includes enriching campaigns with customer-focused content. 
• Conduct customer interviews and amplify the experiences and successes of current customers; distill and report on voice-of-the-customer sentiment analysis and key themes.
• Educate our customers about our products and services and support the creation of assets highlighting how we partner with and serve our customers.
• Nurture customer relationships through advocacy programs that influence participation and engagement in mutually beneficial advocacy programs (e.g. through customer reviews, references, stories, testimonials, advisory boards, partnerships with PR, co-marketing, etc.).
• Work with a broad array of stakeholders and encourage others to act as advocates for our customers.
• Protect our brand reputation by managing online review platforms such as G2, TrustRadius, and Google. Improve both the quantity and quality of our customer reviews and help troubleshoot/escalate any negative feedback we receive. 
• Draft incident comms and customer emails, then drive resolution of customer issues to ensure satisfactory conclusion of incidents.

What you bring to the role

• A passion for working with and strengthening relationships with customers, including creating memorable, meaningful customer experiences.
• Excellent listening, verbal, and written communication/presentation skills with meticulous attention to detail, the ability to craft a compelling story.
• 3-5+ years of relevant work experience, such as in Marketing, Product Marketing, Community Building/Community Manager, Advertising, PR, Communications, or similar
• A proactive approach to marketing and problem-solving.
• Ability to multitask (advance and prioritize many projects simultaneously), work independently, and as an effective team member.
• Sound judgment in assessing brand ris