Senior Customer Marketing Manager

As Senior Customer Marketing Manager, you will own the strategy and execution that activates existing customers - driving product adoption, deepening platform usage, and fueling retention and expansion.

You will partner closely with Customer Success, Product Marketing, Demand Generation, and Revenue Operations to build the customer campaign programs, lifecycle communications, and storytelling initiatives that strengthen relationships across the customer journey - from onboarding through to advocacy and renewal.

This is a newly created role with real scope. You will play a central part in making customers the engine of our demand generation model - powering community, advocacy, and upsell growth while amplifying Level Access's brand leadership in digital accessibility. That means building the function, the processes, and the playbooks that do not yet exist, while simultaneously executing against an active campaign calendar.

This role is for someone who is equally comfortable operating as strategist and executor. You will define what customer marketing looks like at Level Access - then build and run it.

Key Responsibilities

You will plan, build, and run integrated customer campaigns across email, digital, events, and in-platform channels - driving product adoption, upsell, and retention across the existing customer base.

• Own the end-to-end customer campaign lifecycle and calendar — including prioritization, launch planning, execution, and post-campaign optimization

• Activate customers across product launches and GTM plays through targeted programs that drive awareness, trial, and adoption

• Plan and brief customer email programs (Gainsight and HubSpot), partnering with CX and MOPs on segmentation, suppression, and handoff processes

• Develop persona-based campaign tracks for key audiences (Engineering & Developer leaders, Product leaders, Compliance & Accessibility owners)

• Own post-event and webinar follow-up, including attendee engagement, on-demand promotion, and SDR handoff

• Define and implement campaign performance measurement — tracking adoption, engagement, pipeline influence, and retention impact

• Build and scale customer advocacy and storytelling programs, including case studies, champions, and customer-led content

• Identify and activate customer voices for webinars, events, and PR

• Partner with Product Marketing to embed customer proof points into demand generation and sales content

• Define and scale the customer marketing operating model, including campaign intake, briefing, execution, and reporting

• Establish KPIs, reporting frameworks, and playbooks to enable repeatable, scalable campaign execution
• Build strong cross-functional partnerships with CX, Product Marketing, and MOPs, with clear processes for collaboration

What You’ll Bring

• 5+ years of experience in customer marketing, lifecycle marketing, or campaign management in B2B SaaS - with a track record of building and executing programmes, not just running them

• Experience managing or planning customer events - virtual conferences, webinars, or in-person programs

• Commercially minded and data-driven - you connect campaign activity to retention and pipeline outcomes, not just engagement metrics

• Strong cross-functional skills - you know how to work with CX, MOPs, design, and sales teams and get things done through influence as much as authority

• Excellent writing and communication skills - you can write customer-facing copy, internal briefs, and executive updates with equal confidence

• Familiarity with HubSpot, Gainsight, and Salesforce
• Passion for accessibility, inclusion, and customer experience