Head - Customer Marketing

The Role

We are hiring a Customer Marketing leader to own marketing to and through the existing client base: driving adoption, expansion, retention, and advocacy across thousands of enterprise accounts. This role turns report buyers into KnowledgeStore, GrowthIQ, and SalesPlay subscribers, drives platform adoption that protects renewals, and turns the best clients into the public proof that powers the repositioning.

This is a hands-on, player-coach role. You will personally plan and design the lifecycle campaigns, write the segmentation logic and campaign briefs, draft the client communications and case studies, build the journeys in the automation platform, and run the first expansion and advocacy programs yourself before scaling through a team. We are not hiring a program administrator - we're hiring a builder who ships campaigns.

What You'll Own

1. Expansion & Cross-Sell Marketing (Within Existing Buying Centers)

- Build lifecycle campaigns that move clients up the value chain within buying centers MnM already serves - from single report buyers to KnowledgeStore subscriptions, and from KnowledgeStore users to GrowthIQ and SalesPlay where the buying center fits.

- Run whitespace analysis across the installed base (using MnM's own market-adjacency intelligence): expansion plays within active buying centers are yours to design and run; whitespace in new buying centers or divisions is packaged with account intelligence and handed to sales.

- Own renewal-support and win-back campaigns for at-risk and churned accounts.

2. Adoption & Engagement

- Design onboarding and engagement programs that drive platform usage - KnowledgeStore logins and dashboard adoption, GrowthIQ output usage, SalesPlay seat activation - and analyst access, because usage predicts renewal and expansion.

- Build always-on client communications: insight digests, analyst briefings, product/coverage updates, and executive programming that make MnM part of the client's decision workflow.

- Stand up client communities and executive forums (roundtables, advisory councils) for growth and strategy leaders.

3. Advocacy & Proof

- Build the reference engine: case studies, testimonials, referenceable logos, and win stories - especially proof-of-accuracy and revenue-impact stories that substantiate the growth-intelligence positioning.

- Recruit and manage a client advisory board / top-client cohort for co-created content and launch participation.

- Feed advocacy assets into campaigns, sales enablement, and analyst relations across the business.

4. Voice of Customer & Measurement

- Own the VoC loop: NPS/CSAT programs, churn-reason analysis, and structured client feedback into product, research coverage, and messaging.

- Own the customer marketing dashboard: net revenue retention influence, report-to-platform conversion rate, platform adoption/usage by cohort, expansion pipeline sourced/influenced, renewal rates in engaged vs. unengaged cohorts, reference coverage by industry/segment, and community participation.

What We're Looking For

- 8-12 years in B2B marketing, with 4+ years in customer marketing, lifecycle marketing, or installed-base growth roles serving large-enterprise clients.

- Proven impact on expansion revenue and retention - you can show NRR, cross-sell, or renewal numbers you moved.

- Experience building advocacy programs at scale: case-study engines, reference programs, advisory boards, client communities.

- Hands-on execution capability: you have recently (last 12-24 months) personally planned, designed, and launched lifecycle and expansion campaigns end-to-end - segmentation, journey design, campaign copy, offer construction, and in-platform build - and can walk us through work you did yourself, not just directed.

- Strong collaboration muscle across client success, sales, and product - this role lives at the seams.

- Operator-level lifecycle marketing skills: you can personally build segments, journeys, and triggered programs in marketing automation platforms, set up engagement scoring, and stand up campaign measurement - not just brief a team to do it.

- Excellent storyteller who can turn client outcomes into compelling, executive-grade proof.