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Salary: USD 180,000 - 200,000 / annual
SecurityScorecard, the global leader in cybersecurity ratings with 12+ million companies continuously rated across 64 countries, is seeking a Senior Manager of Customer Marketing to lead customer lifecycle, retention, and advocacy initiatives.
You will own the complete post-purchase customer journey—from onboarding and adoption through renewal and expansion—with a focus on driving gross revenue retention (GRR) toward an 85% target. You will inherit and scale a live program portfolio including the GRR campaign suite (50 Customer Forums with Cyber Rescue Alliance, Platform Pulse webinar series, Behind the Score educational content, and Arcade product demos), an installed-base upsell motion (Ratings → MAX, Driftnet, TITAN), and a growing customer reference engine.
Key responsibilities include:
**Customer Strategy & Lifecycle Marketing:** Map and optimize the post-purchase journey, including freemium-to-paid conversion paths. Run and scale retention programs already in motion. Drive expansion revenue by building signal-based trigger campaigns (vendor score drops, critical findings, ecosystem incidents, usage patterns) that convert into qualified upsell pipeline routed to CSMs and AEs. Develop proactive retention plays for at-risk accounts using customer health, engagement, and support signals.
**Advocacy, References & Community:** Identify and mobilize customers for case studies, testimonials, webinars, and peer reviews. Scale the case-study pipeline into a systematic program with regional coverage and feed named references into ABM plays. Run customer-only forums and roundtables where current customers present value to peers. Launch and manage user groups, exclusive events, and community programs, with the annual Odyssey customer conference as the flagship advocacy moment.
**Cross-Functional Collaboration & Insights:** Create customer-centric collateral, EBR decks, and ROI artifacts to enable sales and customer success teams. Act as the feedback loop between customers and Product. Work with Marketing AI Ops to automate trigger detection and nurture workflows (Maxine, Marketo, Pocus) so lifecycle coverage scales without linear headcount growth.
**Measurement & Reporting:** Own GRR, NRR, upsell/cross-sell pipeline sourced from customer marketing, reference/advocacy pipeline, customer health, NPS, and engagement-to-expansion conversion metrics. Report weekly into CMO updates and continuously test and improve campaign performance.
This role follows a hybrid work model: employees within 75 miles of Midtown NYC or Downtown Austin offices are required onsite 1–2 days per week; those outside this radius are eligible for fully remote work.
**Requirements:**
- 7+ years of marketing experience, with 3–5 years in customer marketing, lifecycle marketing, or customer success enablement (B2B SaaS strongly preferred; cybersecurity a plus)
- Demonstrated success building signal- or trigger-based upsell campaigns that produced measurable cross-sell pipeline in an installed base
- Proven experience managing programs independently and leading cross-functional initiatives; people management experience a plus
- Strong portfolio of customer-driven content (case studies, videos) and experience managing review platforms or advocacy software
- Deep knowledge of marketing automation (Marketo), CRM (Salesforce), and customer success/PLG tooling (Gainsight, Pocus, or similar); comfort with AI-driven workflows is a differentiator
- Strong ability to interpret data, measure ROI, and make data-driven decisions across the customer lifecycle
- Exceptional written and verbal communication, with empathy and presence to build rapport with C-level executives and practitioners
