Customer Marketing Manager (VIP Onboarding & Paperless Programs)

Position Overview

If you enjoy working directly with clients, driving paperless billing adoption, and supporting meaningful digital transformation as our customers go live, this role may be for you. As a Customer Marketing Manager – Paperless Programs & Customer Onboarding, you will play a key role in helping our customers successfully go live well, and grow the number of their customer on paperless billing through innovative programs and campaigns. This position is split evenly between supporting paperless programs for existing customers and leading VIP onboarding marketing efforts for new clients. You will work closely with clients, Customer Success Managers (CSMs), and internal partners to drive adoption of EBPP (Electronic Bill Presentment and Payment) through thoughtful strategy, data-driven insights, and engaging marketing execution when billers go live and beyond. You are a “people person” who also values analytics and measurement. You understand that strong customer relationships, combined with data-backed decisions, lead to better outcomes.

Key Responsibilities

VIP Onboarding (50%)

• Connect with new clients who are ready to begin marketing efforts during implementations.
• Based on tiering structure, contact new clients and work with them to promote EBPP to their customers.
• Conduct Teams trainings on online payment adoption best practices.
• Communicate marketing strategy, campaign plans, and timelines clearly to clients.
• Create and customize marketing materials for VIP clients as needed.
• Follow up on client marketing activities and gather actionable feedback.
• Drive adoption of online billing and payment services through consistent engagement.
• Maintain knowledge of InvoiceCloud services and articulate value propositions effectively.
• Track onboarding marketing activities and outcomes in Salesforce.
• Partner with external vendors supporting marketing assets and creative execution.
• Drive client behavior to promote online billing and payment adoption by payers.
• Liaison with external vendors that house our marketing assets, QR codes, design vendors, and more.

Paperless Program (50%)

• • Support the execution and optimization of paperless programs in partnership with the Customer Marketing Manager.
  • Manage paperless program email sends, including scheduling, execution, and opt-out management.
  • Collaborate with CSMs to help position and pitch paperless programs to existing customers.
  • Monitor performance of paperless initiatives and recommend adjustments based on results.
  • Ensure accuracy, compliance, and consistency across all paperless communications. 

Success Metrics & Analytics Focus

 Success in this role is measured by both customer adoption outcomes and program performance. You are expected to regularly review results, identify trends, and use insights to improve future campaigns.

Key metrics include:

• Increase in paperless enrollment rates across targeted customer segments
• Growth in online billing and payment adoption for VIP onboarded clients
• Tim