Customer Marketing Manager

Customer Marketing Manager

SurePoint® Technologies delivers award-winning software that helps mid-sized law firms boost efficiency and maximize financial performance. Our cloud-based solutions connect client management, practice management, and financial systems to improve efficiency and collaboration.

With over 40 years in legal tech and a team of CPAs, former lawyers, and top engineers, we understand what law firms need to thrive. We're passionate about building tools that reduce administrative work – so our customers can focus on what matters most: serving their clients.

The Customer Marketing Manager is responsible for developing and executing strategies that drive customer engagement, retention, expansion, and advocacy across the customer lifecycle. This role leads customer-focused campaigns, communications, and programs that strengthen relationships and maximize customer lifetime value.

Event strategy is a supporting component of this role, with a primary focus on driving customer engagement for our annual user conference in partnership with the events team and cross-functional stakeholders.

Responsibilities and Duties

• Develop and execute a comprehensive customer marketing strategy spanning onboarding, adoption, retention, expansion, and advocacy
• Partner with Customer Success, Product, and Sales to identify key moments that matter across the lifecycle and create targeted programs to support them
• Build segmentation strategies to deliver personalized, data-driven customer experiences

• Plan, execute, and optimize multi-channel marketing campaigns aimed at increasing product adoption, retention, upsell, and customer advocacy
• Develop compelling messaging, offers, and content tailored to key customer segments
• Own customer advocacy initiatives including case studies, referrals, reviews, and community engagement

• Manage and scale customer communication channels including email, in-app messaging, newsletters, and other owned channels
• Ensure all messaging is aligned with brand voice and delivers relevant, timely value to customers
• Establish a consistent cadence and governance model for customer communications

• Work closely with Customer Success, Product Marketing, Demand Generation, and Sales to align programs with business objectives
• Partner with Product and Customer Success teams to incorporate customer insights into marketing strategies
• Act as the voice of the customer within marketing to inform messaging, campaigns, and lifecycle strategies

• Analyze campaign and lifecycle performance to identify trends, opportunities, and areas for improvement
• Define and track KPIs such as engagement, retention, expansion, and advocacy
• Continuously test and optimize programs to improve outcomes

• Support the strategy and promotion of the annual user conference to drive customer attendance, engagement, and advocacy
• Collaborate with the events team on messaging, campaign execution, and customer communications related to the event
• Assist in post-event analysis to measure customer impact and inform future programming

Skills and Qualifications

• Bachelor's degree in Marketing, Communications, Business, or a related field
• 5+ years of experience in B2B marketing with a strong focus on customer or lifecycle marketing
• Proven ability to develop and execute multi-channel campaigns that drive customer engagement and retention
• Strong analytical skills and experience using data to inform strategy and optimization
• Excellent project management skills with the ability to manage multiple initiatives simultaneously
• Strong cross-functional collaboration and communication skills
• Experience with marketing automation and CRM platforms (e.g., Marketo, Salesforce)
• Familiarity with customer marketing, advocacy programs, and lifecycle frameworks
• Ability to thrive in a fast-paced environment and adapt to evolving priorities

At SurePoint, we know our people are our greatest strength. That's why we offer a comprehensive total rewards package – and we're always evolving our benefits to support employee needs at every stage of life and career.

Benefits Include

• Health Insurance (medical, dental, vision)
• Flexible Spending Accounts
• Life, Short-term and Long-term Disability Insurance (employer paid)
• Health Savings Accounts
• Wellbeing Benefits
• 401K (immediately vested, employer match)
• Paid Time Off (Flexible PTO, holidays)
• Employee Assistance Program
• Summer Flex Fridays