Customer Marketing Manager

Aircall is a place where voices are valued.
Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections.
Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City or at home – everyone has a voice that is valued.
Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.
Bellevue-based roles have an in office schedule of Monday-Wednesday in office.
About the Role:
We are seeking a strategic and customer-obsessed Customer Marketing Manager to lead initiatives that strengthen our relationship with existing customers, drive engagement, and foster advocacy. You’ll play a critical role in building loyalty, increasing retention, and transforming our customers into enthusiastic brand ambassadors. This is a unique opportunity to collaborate cross-functionally with teams like Product, Customer Success, and Sales to amplify the voice of the customer while driving a measurable impact on Aircall’s growth.

Key Responsibilities:

• Customer Engagement & Retention
• Develop and execute integrated campaigns to increase product adoption and customer retention.
• Create and distribute targeted communications, such as newsletters, product updates, and educational content, to keep customers informed and engaged.
• Drive Customer Expansion Through Multi-SKU Strategy
• Partner with the customer success leadership team on designing campaign strategies in-line with topline growth targets.
• Deploy personalized multi-channel campaigns across industry, use case and company size segmentations to generate expansion and upsell leads.
• Partner with Product Marketing teams on effective go to market strategy for new upsell product launches
• Advocacy & Community Building
• Manage a customer advocacy program, including case studies, testimonials, and references.
• Identify and nurture customer champions to participate in events, webinars, and peer reviews.
• Foster a sense of community through user groups, forums, and customer events (both virtual and in-person).
• Voice of the Customer
• Partner with Customer Success and Product teams to gather customer feedback and share insights that inform product development and service improvements.
• Collaborate on customer satisfaction surveys (e.g., NPS) and analyze results to identify areas for action.
• Cross-Functional Collaboration
• Work cross-functionally to establish and then oversee governance for all customer-facing communications, ensuring consistency, alignment, and adherence to brand guidelines across all channels.
• Work closely with the Sales team to develop upsell and cross-sell strategies tailored to customer needs.
• Support the Product Marketing team by aligning on messaging and positioning that resonate with existing customers.
• Measurement & Reporting
• Track and report on key metrics such as customer engagement, retention rates, advocacy program participation, and campaign ROI.
• Continuously optimize campaigns and initiatives based on data-driven insights.

Qualifications:

• Experience & Skills
• 5 years of experience in Customer Marketing, Lifecycle Marketing, or a related role, ideally within a B2B SaaS environment.
• Strong understanding of customer journeys and lifecycle marketing strategies.
• Proven ability to build and nurture customer advocacy programs.
• Excellent communication skills, both written and verbal, with an ability to craft compelling customer narratives.
• Analytical mindset with experience using tools like Salesforce, Marketo (or similar), and customer engagement platforms.
• Characteristics
• Empathetic and customer-first mindset; you genuinely care about creating value for customers.
• Strategic thinker who can also execute hands-on in a fast-paced environment.
• Collaborative and highly organized with strong project management skills.
• Creative problem solver who thrives on turning ideas into actionable plans.

Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.
Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.
We’re creating a place where great people trust one another and thrive together.
People flourish at Aircall and now is th