Principal Customer Marketing Manager

4 weeks ago

Atlanta, United States Lakeside Software Full time

Lakeside Software is how organizations with large, complex IT environments can finally get visibility across their entire digital estate and see how to do more with less. For far too long, IT teams have struggled to see what's going on in their dark estate - where costly inefficiencies, poor employee experiences, and unresolved problems hide. Only Lakeside lets you give everyone a better view, so they can see the hidden issues, see the smartest fixes, and see the biggest savings. That's why so many of the world's leading global brands rely on Lakeside. And it's how our customers see an average ROI of more than 250%.

Give everyone a better view.TM

The Role

This is an incredible opportunity to establish, build and lead the Customer Marketing function at Lakeside Software. As our Principal Customer Marketing Manager, you will develop and drive programs to increase customer evidence (such as case studies, references, testimonials, ratings, and referrals), as well as establishing customer communities (such as User Groups, CABs, etc). You will lead these initiatives as a results-oriented individual contributor driving a cross-functional mandate with a sense of urgency and purpose.

You will be accountable for all customer-related metrics, including customer expansion, upsell, cross-sell, renewal, retention, CSAT, and NPS. This role reports to the Vice President of Product and Customer Marketing.

What You'll Do

The core functions of this role include:

  • Establishing and leading a high-impact Customer Marketing function, while driving the Lakeside team to continue to practice and embrace a true, customer-first mindset
  • Collaborating with the Customer Success, Sales, Marketing, and Product teams to develop customer-focused GTM motions and programs to drive upsell, cross-sell, expansion, retention, and NPS
  • Creating a sustainable and repeatable process for gathering customer feedback, evidence and ratings
  • Developing compelling customer marketing collateral and reference programs to showcase success stories
  • Establishing and running customer user groups, CABs, communities and advocate programs to fuel engagement and brand loyalty
  • Using data-driven customer insights to continuously optimize strategies for maximum impact
  • Curating TCO/ROI proof points for use in case studies and sales materials
  • Setting and tracking key performance indicators (KPIs) to measure and drive results
  • Assisting the broader Marketing and Go-to-Market team in customer-facing marketing efforts, such as digital marketing campaigns, events, and analyst calls
What You'll Bring to Lakeside

The key skills for this role include:
  • A sense of urgency and results-orientation. Get the right things done quickly. Lakeside is a fast-paced, scaling organization and you'll need an agile mindset to thrive
  • Strong strategic mindset with a bias toward action and execution
  • Track record of driving quantifiably successful customer marketing, sales, and/or customer success initiatives
  • Strong storytelling and effective communication skills
  • Experience in gathering research/customer feedback
  • Confidence in written/verbal communication, organization, presentation, public speaking, and project management skills
  • Demonstrated business acumen with experience working directly with senior executives and C-Level customers in a B2B setting
  • Ability to foster strong relationships with internal and external partners
The key requirements for this role include:
  • 7+ years of Customer Marketing or similar experience in B2B software
  • BA/BS Degree or equivalent; MBA a plus
Additional Details
  • Location: Preference for Hybrid with 1-2 days per week in our Atlanta office. The frequency at which the hire will be asked to come onsite is based on their proximity to the office

*Please note that we are not partnering with staffing agencies on this search

#LI-Hybrid #LI-LP1

Lakeside Software is committed to pursuing a diverse and talented team and offering an inclusive environment for all employees and candidates. As we expand our DE&I reach, we are particularly interested in receiving candidate applications from a broad spectrum of individuals, including women, historically marginalized groups, individuals with disabilities, members of the LGBTQIA+ community, veterans, and any other legally protected group. Lakeside is dedicated to providing equal access and opportunity, as well as reasonable accommodation, for individuals with disabilities in employment, its services, activities, and programs. Lakeside is an Equal Opportunity Employer and does not make hiring or employment decisions on any basis protected by applicable local, state, or federal laws or prohibited by Company policy. If reasonable accommodation is needed to participate in the job application or interview process, to perform required job functions, or to receive other benefits and privileges of employment, please contact accomodations@lakesidesoftware.com.

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