Sr. Customer Marketing Manager - Advocacy & Retention

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.  

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving! 

About the Role

We are looking for a creative, metrics-driven Customer Marketing Manager to lead our customer advocacy and retention initiatives across our multi-brand portfolio. This role serves as the driving force behind our customer success storytelling, engagement programs, and retention strategies. As a key member of our marketing team, you'll work within our matrix structure to distill subject matter expertise from our vertical leaders in order to own our voice of customer programs including NPS measurement, success story development, and customer events while maintaining our retention rate. 

The ideal candidate combines creative storytelling abilities with analytical rigor, capable of both developing strategic engagement programs and executing them across multiple channels. If you're passionate about creating compelling customer narratives, driving measurable retention results, and building engaging community programs, this role is for you.

What You Will Do

• Own and execute the customer advocacy program, including case study development, customer benchmarks and key data points, and success story narratives
• Drive customer engagement strategy and execution through omnichannel approach including in-app communications, email campaigns, and direct mail programs
• Lead Voice of Customer program including NPS measurement and improvement initiatives, as well as collaborating with GMs on our Customer Advisory Group program
• Manage customer events program and communications, including virtual meetings, customer showcases, and community-building initiatives
• Develop educational resources and work closely with our knowledgebase team
• Execute, measure, and improve referral program strategy 
• Create compelling customer-focused content across various formats and channels
• Monitor and maintain review scores at target rating

Our Ideal Candidate

• Strategic thinker with strong execution capabilities
• Data-driven mindset with experience in program measurement and optimization
• Excellent project management and organizational skills
• Strong verbal and written communication abilities
• Collaborative team player who can work cross-functionally

Preferred Skills and Qualifications

• 3-5 years of B2B customer marketing experience
• Proven track record of driving measurable results through customer marketing programs
• Experience building and scaling customer advocacy programs
• Strong content creation and storytelling abilities
• Proficiency in HubSpot or similar marketing automation platforms

 

Nice to Have Skills

• Experience with customer reference programs and advocacy platforms
• Background in SaaS or technology industry
• Event management experience
• Experience with NPS and customer satisfaction measurement methodologies
• Content strategy development experience

What We Offer

• Comprehensive medical, dental, and vision benefits.
• Paid professional development opportunities to help you grow in your career.
• Flexible work arrangements, including hybrid work environment options.
• Paid time off, 401k investment opportunity, and an engaging, collaborative company culture.
• Salary - $80k - $85k, depending on experience

Remote, USA