Senior Customer Marketing Manager

Chandler, AZ

The Role

As a member of the Communications team, you will report to the Director of Corporate Communications and work very closely with Product Marketing, Customer Success and Product Development to build a customer-centric, lifecycle marketing strategy and brand experience that creates happy, engaged customers who get more value from our product, stay longer, buy more add-ons and spread positive WOM about Keap to other small businesses.

 

Responsibilities 

  • Develop a multi-channel customer lifecycle strategy to drive product usage, sentiment, retention, cross-sell and advocacy, e.g. automated onboarding programs for new customers, and behavior-based training programs for customers with low product usage or at-risk behavior profiles.
  • Create and manage our customer segmentation strategy, including primary segment definition, data capture/integrity, list selection tools
  • Own customer communication needs across the business, including formal (nurture) subscriptions, growing subscribers, and managing customer communication needs for all internal stakeholders (product updates, surveys promotions, updates, etc)
  • Create personalized customer journeys by utilizing data and primary customer research to identify needs and goals of discrete customer segments.
  • Utilize analytics to maximize results and learning from programs. Define success metrics & develop dashboards.
  • Bring a deep understanding of customers minds and hearts to life through compelling acquisition program customer engagement programs across various digital channels.
  • Identify requirements for new unified communication strategy, maximizing impact from various channels (in-app, email, SMS, etc.) and collaborate with Product Development and Customer Success to develop and roll out.
  • Create and own customer advocacy by identifying and targeting happy customers for opportunities such as testimonials, reviews and referrals.

Expertise

  • 5+ years of customer or retention marketing experience
  • Experience with SaaS with a focus on the small business market strongly preferred.
  • Deep understanding and empathy for customers and expertise in primary customer research techniques.
  • Strong lifecycle marketing experience and skills necessary to drive entire strategy for multiple customer segments across all available channels.
  • Excellent quantitative skills, experience in developing dashboards, ad-hoc analysis and visualization tools and/or SQL preferred.
  • Proven track record of developing and implementing test and experiments.
  • Ability to both lead strategy and execute on day-to-day initiatives is important. Individual should be willing to “go the extra mile” for customers and other Keapers.
  • Have strong communication (written/verbal), presentation and facilitation skills
  • Well-rounded interpersonal skill set
  • Highly self-motivated, self-starter able to work independently

About Keap

In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of helping grow small businesses worldwide.

This position is located at our Chandler, AZ office at 1260 South Spectrum Blvd. Chandler AZ 85286

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Keap is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Keap. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Keap, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Keap is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

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Why the name change?

Infusionsoft is now Keap. Why? Because it takes perseverance to grow a successful small business, and we’re here to help.

Our mission remains the same: To simplify growth for millions of small businesses worldwide.

As Keap, we now offer a family of products designed to help small businesses no matter what stage they’re in.

We created Keap, the all-in-one CRM, sales and marketing platform for growing service businesses, because most small businesses need to start simple and grow over time.

Our top-tier product, Infusionsoft, is for small businesses with more advanced sales and marketing automation needs.

So whether you want to start simple or you’re ready for our most advanced edition, we offer a Keap product that will help you get organized, deliver great service, and grow your business.

Keep going. Keep serving. Keep growing.

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