Customer Marketing Manager

Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.

Position Description:

 

The Customer Marketing Manager owns the strategy and execution of programs that drive pipeline and product adoption, expand customer lifetime value, and build a vibrant community of advocates who fuel Novara's growth. This is a practitioner role — someone who brings proven customer marketing experience and can build and run programs with minimal oversight. 

 Roughly 60-70% of this role is focused on customer marketing — lifecycle communications, expansion campaigns, referral programs, and cross-functional alignment with Customer Success, Product, and Sales. The remaining 30-40% is dedicated to customer advocacy, including management of the customer community platform, community content and activities, and customer references. 

Responsibilities:

Customer Marketing (60-70%) 

• Develop and execute customer lifecycle marketing programs that drive pipeline, product adoption, cross-sell, and upsell across the existing customer base. 

• Own customer email communications, newsletters, and nurture programs — managing an editorial calendar, copy, and performance reporting. 

• Build engagement programs that increase knowledge and usage across Flex’s Training, SDS Manager, Contractor Risk Management, and the Compliance Calendar. 

• Partner with Customer Success and Sales on retention and expansion motions, translating CS insights into targeted marketing campaigns. 

• Develop onboarding and post-sale content that accelerates time-to-value and reduces churn risk. 

• Support the development of customer case studies and testimonials that equip Sales and Marketing with proof points and support pipeline conversion. 

• Develop and collaborate on systematic programs for customer reviews, referrals 

• Track and report on customer marketing KPIs, including expansion rate, engagement, and pipeline contribution. 

 

Customer Advocacy and Communications (30-40%) 

• Own and manage the Influitive platform — maintain the program’s structure, recruit and engage advocates, and drive participation. 

• Develop and manage community content and activities that drive participation and engagement, including customer-facing webinars and events, product education, and thought leadership content. 

• Enable Marketing and Sales with on-demand references and testimonials.  

• Develop and collaborate on programs for references, speaking opportunities, and awards. 

• Own customer newsletters and regular email communications across Novara’s product line, including product updates and company news, that keep customers informed and reinforce value. 

• Ensure all customer-facing communications are consistent in voice, timely, and aligned with editorial calendar priorities. 

Knowledge, Experience, and Requirements:

• 5+years of B2B customer marketing experience, with direct ownership of l