Customer Marketing Manager

Vancouver, BC

About the company  

xMatters helps enterprises prevent, manage and resolve IT incidents. xMatters industry-leading Digital Service Availability platform prevents IT issues from becoming big business problems.  Large enterprises, small workgroups, and innovative DevOps teams rely on its proactive issue resolution service to maintain operational visibility and control in today’s highly fragmented IT environment. xMatters provides toolchain integrations to hundreds of IT management, security, and DevOps tools. xMatters is the primary Digital Service Availability platform trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, Intuit, NVIDIA, Sony Network Interactive, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. 


The Position 

Do you love analyzing data and translating that into marketing programs that will engage and delight customers?  If so, you could be our Customer Lifecycle Marketing Manager.  We are looking for a zealous strategist and customer marketer who can develop and execute a Customer Lifecycle Marketing program that drives meaningful business impact by using data, technology and deep customer insights.  The ideal candidate will have knowledge of customer relationship marketing, excels with data-driven analytical challenges as well as apply creative thinking to develop programs that increase customer engagement and usage, help with growth, and instill loyalty.  

Your Responsibilities

  • Develop a deep understanding of our customers and build marketing strategies across the entire customer journey: from activation to engagement and retention
  • Partner with Marketing, Customer Success and Sales teams to analyze business and marketing data to identify key drivers, mechanics and associated dependencies for driving conversion, product adoption, retention, and cross-sell
  • Implement and manage lifecycle marketing initiatives that nurture relationships and improve customer experience with personalized, targeted and relevant messages at every defined stage
  • Measure and leverage product usage metrics to identify cohorts of engaged customers and build program strategies to foster engagement habits  
  • Effectively translate analytics into clear insights and actionable recommendations
  • Build and manage effective touchpoints throughout the customer journey
  • Drive continued innovation in evolving marketing programs most effective at engaging our audience at scale 
  • Forecast results from various tactics and advocate for resource prioritization 
  • Articulate program strategy and communicate results to key stakeholders 
  • Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive results

Your Education, Experience & Skill Sets

  • 5+ years of experience in a marketing role with a strong understanding of campaign-based marketing, product marketing, and customer-centric communications
  • A proven track record of delighting customers and creating successful marketing programs aimed at customers
  • Excellent interpersonal skills with a demonstrated ability to collaborate cross-functionally and positively influence people across all teams
  • Strong project management and organizational skills, with the ability to take ownership of managed initiatives
  • Data-driven mindset and analytical skills to isolate patterns, trends, or flags to make business-improving decisions
  • Have a test and learn mentality – willing to try things out and iterate on them
  • Previous experience in Marketo, Salesforce, CEM software (like Gainsight or Totango), and Google analytics or comparable BI tool

Stuff that Earns you Bonus Points

  • Experience at both fast-growing start-ups and large enterprise businesses
  • Experience / Understanding of our core market (incident management, DevOps, Site Reliability Engineering)
  • Reforge or Pragmatic Marketing training a plus

Cool Culture: Why You’ll Love Working Here 

  • Above-market compensation 
  • Full extended medical benefits, including dental and vision
  • Training and professional development budget to help advance your career
  • Strong belief in work/life balance (and we mean it) 
  • Annual health & wellness grant to spend on almost anything to improve your life 
  • Diverse, smart, and talented co-workers
  • Collaborative, fun work environment, where laughing and learning go together
  • Allowance to stock your kitchen with snacks, drinks, and ‘beverages’
  • Generous employee referral program 
  • Fun days involving go-carting, frisbee golf, pool at the pub, and so on
  • When in person events are not possible – fun virtual events like games, yoga classes, cooking and more
  • Annual Kickoff event in cool places like Las Vegas, San Diego and Chicago
  • RRSP Matching 

Conditions of employment

  • Agree to acceptable use policy
  • Background check

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