Sr Marketing Manager – Customer Engagement

Job Description:

Senior Manager, Customer Engagement

Location: Remote

Reports to: Director, Customer Marketing

Department: Customer Marketing

Position Overview

Vertex Inc. is seeking a strategic, insight-driven Senior Manager of Customer Engagement to define and execute a modern engagement strategy that strengthens customer relationships and drives retention, growth, and advocacy. This role plays a critical part in how Vertex connects with customers across their lifecycle—shaping when, where, and how we deliver content and experiences that deepen understanding of our solutions, reinforce their value, and align with our long-term vision and OKRs.

This leader will guide cross-functional efforts to ensure a consistent and high-impact customer experience across all marketing-led communications. They will partner closely with Customer Success, Sales, Renewals, Product, Strategy, and Customer Experience teams to align engagement with business goals—supporting retention, optimizing expansion opportunities, and reinforcing customer satisfaction.

In addition to overseeing core engagement programs (such as newsletters, community content, live events, and webinars), this role will provide strategic direction and support for Vertex’s advocacy efforts, partnering with the Senior Manager of Customer Advocacy to shape the overall vision and integration of advocacy across the customer journey.

This individual will also play a key leadership role in shaping the future strategy and redevelopment of our online customer portal and customer-facing website to better support engagement, education, and expansion goals.

Success in this role requires a strong balance of strategic thinking, collaborative leadership, and a deep understanding of how engagement influences customer behavior and business performance.

Customer Engagement Strategy & Programs

Develop and evolve a comprehensive customer engagement strategy that informs, educates, and inspires customers across all lifecycle stages—from onboarding and adoption to renewal and expansion.

Lead the planning and delivery of high-impact engagement programs, including:
- Strategic customer newsletters and targeted lifecycle communications
- Webinars and virtual events aligned to customer needs and solution awareness
- Content and activation strategies for the Vertex Customer Community

Ensure all programs are built to scale and contribute directly to satisfaction, retention, and revenue growth.

Driving Business Impact Through Engagement

Define and track measurable outcomes for engagement initiatives, including:
- Increased customer satisfaction and health
- Deeper account and contact penetration
- Improved renewal readiness and reduced churn risk
- Increased awareness of product value and solution roadmap
- Growth in share-of-wallet through better solution education and expansion visibility

Actively partner with Sales, Renewals, and Customer Success teams to ensure engagement efforts align to account objectives and growth strategies.

Customer Journey, Insight, and Data Strategy

Leverage the output of robust journey mapping work to activate insights, strengthen engagement strategies, and support content and communication improvements.

Help shape the ongoing evolution of the customer journey by identifying opportunities where marketing-led engagement can influence satisfaction, retention, and growth.

Collaborate with Customer Experience, Revenue Operations, and Marketing Operations teams to:
- Improve data quality and customer insight availability
- Enhance persona segmentation and behavioral targeting
- Operationalize and continuously evolve the Customer Engagement Index
- Support modeling of customer lifetime value (CLV) and related performance metrics

Cross-Functional Integration and Lifecycle Collaboration

Partner with Customer Success & Services to align on lifecycle engagement moments, ensuring Marketing supports onboarding, adoption, and renewal milestones.

Drive collaboration across teams to maintain consistency of message, elevate the customer experience, and identify new opportunities to deliver value through communication and content.

Customer-Facing Digital Experience Ownership

Serve as the strategic lead for the future redevelopment of Vertex’s online customer portal and customer-facing website content strategy.

Align content strategy with lifecycle priorities, customer needs, and evolving digital behaviors.

Customer Event Strategy & Leadership

Serve as the strategic lead for evolving Vertex’s customer event portfolio in collaboration with the Events team—ensuring that event-driven engagement supports customer satisfaction, education, retention, and growth.

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