Customer Lifecycle Marketing Manager - Adoption

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

Gong is seeking a Senior Customer Lifecycle Marketing Manager to develop impactful customer experiences that support net dollar retention while creating raving fans. This role will focus on engaging customers throughout their post-sale lifecycle, to drive product adoption, accelerate value realization, and ensure long-term customer satisfaction and loyalty.

RESPONSIBILITIES

• Engagement Programs: Design and manage multi-channel customer campaigns to engage key personas, increase adoption of new workflows, and create awareness of use cases that support customer outcomes.
  
• Customer Lifecycle Strategy: Develop and execute a comprehensive customer lifecycle marketing strategy that emphasizes the path to value with key touchpoints tied to the account and user journey.
  
• Journey Optimization: Collaborate with Customer Success, Professional Services, and Product teams to enhance the onboarding, value realization, and renewal process to ensure customers are tracking toward achieving their intended outcomes.
  
• Customer Insights: Be an expert in our customer database to inform marketing strategy, audience segmentation, and communication governance.
  
• Cross-Functional Collaboration: Partner with Demand Generation, Product Marketing, Product Management, and Customer Success teams to ensure consistent messaging and leverage integrated marketing opportunities.
  
• Performance Tracking: Manage tracking and analysis of ROI for customer engagement efforts, utilizing insights to refine and optimize future programs.

QUALIFICATIONS 

• Experience: 6+ years of experience in B2B marketing, with a strong emphasis on customer lifecycle management, adoption, and retention in a SaaS environment.
• Experience in Customer Success is also a plus.
  
• Technical Skills: Proficient in using marketing, product adoption, and customer success technologies such as Marketo, Salesforce, WalkMe, Amplitude Analytics, and Sendoso.
  
• Strategic Mindset: Demonstrated ability to develop and implement customer-centric marketing strategies that drive retention and create raving fans.
  
• Analytical Skills: Strong analytical skills with the ability to measure and report on the effectiveness of marketing programs and their impact on customer retention and adoption.
  
• Communication: Excellent verbal and written communication skills, with the ability to convey complex ideas and engage stakeholders at all levels.

PERKS & BENEFITS 

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $103,500 - $157,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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