Customer Marketing Manager

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

The Customer Marketing Manager will own the strategy and execution of marketing programs that drive customer adoption, engagement, retention, and advocacy. This role partners cross-functionally with Customer Success, Account Management, Product Marketing, and Demand Generation to maximize customer value and turn customers into active promoters of Tripleseat. The ideal candidate has experience working within tools such as Churn Zero, Salesforce, Outreach, and Hub Spot to execute, track, and optimize programs.

This position has a hybrid work schedule based out of our Concord, MA office. This position is open to candidates eligible to work in the United States. Additional travel may be required for meetings, company events, and training.

• Design, execute, and optimize multi-channel customer marketing programs to drive customer expansion, product adoption, feature usage, retention, and overall customer lifetime value.

• Utilize customers as a tool to help make Tripleseat a badge brand for venues executing an events business.

• Own the customer advocacy strategy, including development and execution of case studies, customer stories, and speaker programs across key segments, increasing the volume and impact of customer-led content.

• Build and scale programs that activate customers as advocates, including referrals, reviews, and participation in local hospitality associations and industry groups, generating customer-driven pipeline.

• Manage and optimize Tripleseat’s presence on G2 and similar review platforms, improving review volume, content quality, and overall visibility.

• Reinvigorate and scale customer referral programs to drive high-quality pipeline and customer-led growth.

• Partner with Product Marketing to develop messaging and campaigns that reinforce Tripleseat’s position as a comprehensive event management platform and increase feature adoption.

• Own the customer communications strategy, including the customer newsletter, driving engagement and program participation in collaboration with Product, Customer Success, and Account Management.

• Analyze and report on program performance, using data-driven insights to continuously improve engagement, retention, and advocacy outcomes.

• Improvements in product adoption, feature usage, and overall customer engagement.

• Contribution to retention and expansion, including impact on churn reduction and customer lifetime value.

• Growth in customer-driven pipeline through referrals, reviews, and advocacy programs.

• Increased output and effectiveness of customer stories, case studies, and advocacy participation.

• Improved performance and visibility of review platforms (e.g., G2).

• Strong engagement with customer communications and marketing programs.

• 5–7 years of experience in B2B SaaS marketing, with a strong focus on customer marketing, lifecycle marketing, or retention programs.

• Experience owning both strategy and execution of marketing programs in a highly cross‑functional environment.

• Proven track record of driving customer engagement, product adoption, retention, and advocacy outcomes.

• Experience building and scaling customer advocacy programs (case studies, referrals, reviews, or industry participation).

• Strong cross‑functional collaboration skills, with experience working closely with Customer Success, Sales/Account Management, Product Marketing, and Content/Creative teams.

• Hands‑on experience with tools such as Churn Zero, Salesforce, Outreach, and Hub Spot.

• Data‑driven mindset with the ability to measure program performance and translate insights into action.

• Excellent communication and storytelling skills, with experience developing customer‑facing content.

• Experience in hospitality tech or vertical SaaS is a plus.

Salary: $90,000.00 to $ annually.…