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Global Customer Marketing Manager

1 month ago

Toronto, Ontario, Canada ignitionapp Full time

Founded in 2013, Ignition is the leading revenue generation platform for accounting and professional services businesses to spark greater efficiency and profitability.

Ignition automates and optimizes proposals, billing, payments, and workflows in a single platform that fits seamlessly into existing technology stacks.

With a vision to transform how professional services and their clients do business together, Ignition empowers 7,250+ businesses to reach their full revenue potential.

To date, Ignition customers have engaged over 1.7 million clients and generated US $8b in revenue via the platform.

Ignition's global workforce spans Australia, Canada, New Zealand, the Philippines, US, and the UK.

Company Values:

  • We are better every day
  • We work without ego
  • We are smarter together

Role Location:

We have embraced a hybrid working approach where our team goes to the office 1x per week (on Tuesdays) at our Toronto office located at 100 University Avenue. The remainder of the time is spent working remotely. Please note that at this time, we are unable to provide visa sponsorship for this position. Candidates must have the legal right to work in Canada without sponsorship.

How we work:

This is a global position where you'll collaborate with leaders and colleagues across the AMER region (US & Canada) and APAC (Sydney & Brisbane). While your primary working hours will align with your timezone, you'll need to engage with teams across different time zones. We offer a high degree of flexibility, allowing you to structure your workday to effectively accommodate these global interactions when necessary.

Job Description

Reporting to the Global Head of Product Marketing & Brand Communications, we are looking for a Global Customer Marketing Manager based in Toronto to play a pivotal role in engaging our customers, driving payments and expansion revenue, and ultimately increasing customer lifetime value in our core markets.

While this role sits within the marketing function, you'll be deeply embedded with the Customer Experience team (CX) to support the CX strategy as set by the VP of Customer Experience. You'll work closely with the (incoming) Head of Scaled Customer Success, Director of CX Programs, Director of Support & Education, and the Education Team Manager as your key stakeholders.

This is a pivotal role that collaborates closely with regional teams across Australia, Canada, UK, and the US. As we continue to scale in the US, you will be a true global customer marketer with experience in marketing to a US audience. You will work across the North American market, along with our other key markets to help customers maximize value from the Ignition platform.

In this role, you will develop and implement customer marketing strategies and programs globally. Working closely with our Customer Experience (CX) and Product teams, you'll contribute to designing the ideal customer journey—from post-sale onboarding to retention—delivering exceptional experiences and surfacing the right messages at the right time to encourage meaningful product engagement and actions.

With a data-driven approach, you'll execute global campaigns, including customer onboarding, product adoption, and cross-sell, plan upsell and retention campaigns, to drive lifetime payments and monthly recurring revenue (MRR) growth.

This is your chance to shape how customers interact with and benefit from our platform while playing an integral role in achieving global and regional growth objectives.

Key Responsibilities
  1. Customer journey mapping: Identify ways to optimize our customer journey to ensure campaigns are relevant, contextual, and personalized.
  2. Customer profiling and segmentation: Profile our customers to build a deeper understanding of key customer segments and cohorts, and proactively identify campaign opportunities to drive engagement and product usage; be the "data champion" analyzing customer data to identify trends and develop strategies to enhance customer satisfaction and retention.
  3. Customer engagement: Strategize and execute segmented, personalized, and behavior-based customer marketing campaigns (via email, in-app, and more using Hubspot and Intercom) to increase payment revenue, drive plan upgrades, new product add-ons, and grow customer lifetime value.
  4. Product adoption: Partner with product and product marketing to help drive continual product awareness, education, and utilization among customers, and play a key support role in launching new product and feature releases.
  5. Optimize campaign effectiveness: Adopt a test and learn campaign approach to test creative and messaging.
  6. Content creation and distribution: Partner with subject matter experts to create engaging customer content across various formats to support campaign execution, and amplify demand generation-led content as relevant to customers.
  7. Customer webinars and events: Collaborate with key account managers and education team to drive recruitment and engagement for customer webinars and events; collaborate with demand generation teams as needed to drive customer attendance and engagement at sponsored third-party key industry events.
Key Measures of Success
  1. Product Adoption Rate: Percentage of customers using key features or new functionalities.
  2. Customer Retention Rate: Percentage of customers retained over a specified period.
  3. Customer Lifetime Value (CLV): Average revenue generated per customer over their entire lifecycle.
  4. Monthly Recurring Revenue (MRR) Expansion: Growth in MRR attributed to marketing-driven campaigns.
Qualifications
  1. Approx. five years marketing experience working for a high growth B2B SaaS or established tech company - you know what it takes to expand revenue and drive loyalty among customers.
  2. Experience working in a PLG (product led growth) or self-serve motion.
  3. Experience within a Customer Marketing function focusing on the US customer market alongside global experience.
  4. Experience working in the accounting or professional services software industry is preferred, but not essential.
  5. Expert in using marketing tech platforms to execute email and in-app campaigns, ideally Intercom, Hubspot, Vitally, and Asana.
  6. Skilled in creating impactful customer marketing campaigns and content across various formats.
  7. Growth mindset - you love a good challenge and are a builder at heart. You proactively look at ways we can improve or do things differently.
  8. Customer empathy - you love to walk in our customers' shoes and your approach is informed by a deep understanding of their needs and pain points.
  9. Storyteller - you know how to write compelling copy and execute engaging customer marketing campaigns that convert.
  10. Data-driven - you're comfortable diving into spreadsheets or reports to identify customer cohorts and potential opportunities to increase engagement. Experience using Looker will be a benefit, but not essential.
Additional Information

Join our global SaaS scale-up company where we foster a collaborative, open, and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. Here's what we offer:

  • Employee stock options from day one.
  • 20 days of accrued annual leave/vacation plus 10 wellbeing days to prioritize yourself and your loved ones.
  • Health, dental, vision, and life benefits effective from day one.
  • Additional paid day off to celebrate your birthday, along with volunteering leave.
  • Annual education allowance reimbursement to support your professional development.
  • Employee recognition program.
  • Quarterly wellness allowance to invest in your personal wellness.
  • Paid subscriptions to Headspace and LifeWorks EAP & Wellbeing Platform.
  • Flexible working arrangements, supported by WFH reimbursement and technology allowance to ensure your safety while working from home.
  • Personal tax return assistance (since we're in the accounting business).
  • Paid parental leave.
  • And so much more

As we work towards pay transparency, your recruiter will share more about the specific salary range for your preferred location during the hiring process.

Please consider applying, even if you don't tick all the boxes. Experience comes in many forms, and skills are transferable. We are committed to adding diverse perspectives to our teams and encourage everyone to apply if interested.

Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Ignition is proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit, we will work with you to meet your accessibility needs. For any questions, suggestions, or required documents regarding accessibility in a different format, please contact careers@ignitionapp.com.

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