Customer Marketing Manager

In this role, you will be responsible for managing customer marketing and advocacy in the US region. You will oversee all programs and campaigns that engage Navan's US customer base throughout the customer lifecycle. This requires close collaboration with demand generation, product marketing, sales, and client services counterparts to deliver impactful customer programs.

You will focus on enhancing our customer messaging to deepen engagement and boost client satisfaction. Additionally, you will play a vital role in managing customer advocacy, ensuring our most satisfied customers become vocal supporters of our brand.

Our ideal manager is passionate about executing creative and effective marketing campaigns that foster deeper customer relationships and about delivering programs that significantly enhance our ability to retain and upsell customers. The most successful applicants will effectively collaborate with various teams, enjoy complex problem-solving, and are results-driven.

What You'll Do:

• Creating and executing a strategic marketing program targeted at Navan's customers.

• Close collaboration with both Account Management and Client Services to identify customer needs as well as identifying top customer advocates for case studies, and customer speaking opportunities.

• Responsible for producing customer case studies across Navan's different product offerings, customer personas and industry verticals.

• Develop, implement, and continuously refine customer onboarding nurture programs tailored to various segments and personas, with a strong focus on product adoption and educational content.

• Create Customer Newsletters to keep customers informed on product updates, industry trends, thought leadership content and educational content. Requires working across multiple marketing teams to collate relevant content to share.

• Manage cross-sell & upsell programs including nurture programs, sales enablement and marketing campaigns.

• Collaborate with the marketing events team to identify and engage customer advocates for participation in networking events, workshops, conferences, and other promotional activities.

• Measure the success of campaigns and confidently present the findings and developments to team leaders.

• Manage relationships with third-party review platforms such as G2 and Gartner, develop review campaigns, and create quarterly G2 content including guides, blogs, and social media posts.

• Own the creation, rollout, and analysis of customer satisfaction surveys, ensuring actionable insights are gathered and implemented to enhance the overall customer experience.

What We're Looking For:

• 5+ years of experience in customer marketing or a related role within the software/tech industry.

• Proven track record of developing and executing successful customer advocacy and engagement programs.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.

• A strong command of messaging and communication - both externally and internally.

• Ability to work with multiple stakeholders and under strict timelines.

• Hands-on experience with complex project management.

• A true team player who can work across various teams/departments virtually and in person.

• Excellent communication, problem-solving and analytical skills.

• Strong leadership skills with the ability to prioritize and execute with precision.

• Bachelor's degree in marketing, communications or equivalent experience.