Senior 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 more than $700M in primary and secondary financings and are backed by a number of investors. Most recently, this includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

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 own marketing to “in life” customers. You’ll be responsible for fostering strong relationships with customers and elevating 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, Content & Brand, 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, co-marketing, etc.).
• Work with a broad array of stakeholders and encourage others to act as advocates for our customers.
• Partner with our Retention team to reduce churn and reinforce customer loyalty.
• Share customer stories across a variety of channels and platforms including video, blogs, and PR.
• Monitor incident management tickets, think holistically about what’s driving the underlying factors, and provide insights back into the business to drive broader business decisions.
• 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 abilit