Global Customer Marketing Manager

**Company Description** Who we are**:
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 everyday
- We work without ego
- We are smarter together
- We hero our customer

**Role Location**:
**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.

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**
- ** Customer journey mapping**: Identify ways to optimize our customer journey to ensure campaigns are relevant, contextual and personalised
- ** 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.
- ** Product adoption**: Partner with product and product marketing to help drive continual product awareness, education, and utilisation among customers, and play a key support role in launching new product and feature releases.
- ** Optimise campaign effectiveness**: Adopt a test and learn campaign approach to test creative and messaging.
- ** 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**:
**Product Adoption Rate**:Percentage of customers using key features or new functionalities.

**Customer Retention Rate**:Percentage of customers retained over a specified period.

**Customer Lifetime Value (CLV)**:Average revenue generated per customer over their entire lifecycle.

**Monthly Recurring Revenue (MRR) Expansion**:Growth in MRR attributed to marketing-driven campaigns.

**Qualifications**
- 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
- Experience wor