Customer Marketing Manager

What We Do:

Florence software advances cures by helping the world’s most important research sites do their best work. Our solutions are now used by over 30,000 research teams in 70 countries around the world—we’re the most widely deployed site workflow tool in the industry. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. To date, we were named a Deloitte Fast 50 business, G2 Category Leader, an Inc. & AJC best place to work, and an Inc. 5000 company five years in a row. 

At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow. 

What You’ll Bring to the Team:

At Florence Healthcare, our customers are our greatest asset. We are looking for a strategic, results-oriented Customer Marketing Manager to transform our global user base into a core revenue engine. You will own the strategy for turning customer success into measurable growth by partnering with Sales and Customer Success to drive expansion pipeline, cross-sell velocity, and brand advocacy.

The ideal candidate is part strategist, part storyteller, and part growth hacker—someone who can identify a successful customer and systematically turn that success into a case study, a reference, an upsell opportunity, and beyond.

You Will:

1. Account-Based Expansion & Lifecycle Growth

• Expansion Pipeline: Design and execute segmented campaigns within our marketing tech stack (HubSpot, Salesforce, 6sense) to drive feature adoption, cross-sell, and expansion pipeline.

Product Communication: Work with Product and Customer Success to manage customer communications around major and minor feature releases and product updates.

• Intent-Driven Marketing: Partner with RevOps to identify "expansion triggers" (e.g., high usage, seat limits, or new feature interest) and deploy targeted campaigns to support Account Executives.
• Lifecycle Orchestration: Partner with Customer Success to map the post-signature journey to ensure customers receive the right education and value-prompts at the right time to prevent churn and encourage growth. 

2. Advocacy & Reference Management

• Advocacy Scale: Build and lead a formal Customer Advocacy Program to recruit and activate "super-users" across different segments.
• Reference Acceleration: Operationalize the sales reference process, reducing friction for Sales by maintaining a searchable, segmented database of referenceable customers.
• Social Proof: Collaborate with Product Marketing to produce high-impact case studies, video testimonials, webinars, and additional content that showcase Florence’s experience across customers.

3. Strategic Engagement & Community

• Executive Visibility: Support executive engagement initiatives, such as Customer Advisory Boards, to deepen ties with key stakeholders.
• Peer Networking: Work cross-functionally with Community and Customer Success teams to identify opportunities to connect customers with peers, fostering the Florence Community that reinforces the value of our network.

Customer Events: Work with the Events, Community, and Customer Success teams to secure sponsorships and customer attendance at Florence hosted events including Research Revolution.

4. Measurement & Revenue Attribution

• Impact Reporting: Partner with RevOps to report on how customer marketing influences expansion pipeline creation, sales cycle acceleration, net revenue retention, and account renewals.
• Continuous Optimization: Use data-driven insights to refine lifecycle triggers and advocacy recruitment tactics.

Key Performance Indicators (KPIs)

• Expansion Pipeline Influence: Revenue pipeline influenced by customer marketing initiatives.
• Reference Velocity: Speed and volume of reference requests fulfilled for Sales.
• Advocacy Participation: Number of active customer advocates participating in marketing and sales initiatives.
• Customer Story Production: Volume and quality of case studies, testimonials, and customer-led content.
• Customer Engagement: Participation rates in advocacy programs and lifecycle initiatives.
• Retention & Expans