Customer Marketing Manager, Growth - Hybrid

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been recognized numerous times for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

Customer Marketing Manager, Growth - Hybrid

Austin, Texas

Summary

Named a 2024 "Best Place to Work" in Austin, BigCommerce is seeking a Customer Marketing Manager, Growth within our Customer Marketing Team to build and scale our customer marketing growth programs. As the Customer Marketing Manager, you will be responsible for creating a seamless digital experience for our customers that drives upsell/cross-sell, customer engagement and growth. You must be able to build out, observe and measure program progress and continue to evolve and deliver scalable long-term success.

The Customer Marketing Manager, Growth will report to the Senior Manager of Customer Growth and will partner closely with Marketing, Customer Success, Professional Services, Sales, Product and Engineering, Support, and Finance. The successful candidate will be a self-starter and trusted partner in defining customer marketing objectives, strategy, tactics, and in implementing processes that scale.

What You’ll Do

• Leverage and analyze customer data, including account metadata, product usage and campaign engagement analytics, to understand opportunities to drive revenue from existing customers
• Create and deploy highly targeted multi-channel campaigns - ensuring messages are sent to the right people at the right time through the right channel
• Determine the timing and content of touch points for channels along the customer journey to drive upsell and cross-sell opportunities
• Development and ownership of essential part(s) of the end-to-end customer marketing journey delivering best practices at scale to BigCommerce customers
• Support the development of decks, playbooks and digital assets that can be used by our Sales and CS teams to deliver meaningful outcomes with our customers
• Partner with Customer Success to align the digital experience across email, in-product, the customer portal, Product feedback, etc. for a cohesive customer experience
• Analyze performance metrics and make recommendations for program optimizations
  
  

Who You Are

• 4+ years of experience of customer marketing experience, specifically related to upsell, cross-sell and growth marketing
• Gainsight (or other Customer Success platforms), Pendo, Marketo, Salesforce.com, Tableau, & Google Sheets experience is required
• Experience administering and planning virtual events (webinars, office hours, etc.)
• Proven ability to influence cross-functional teams without formal authority
• Excellent attention to detail; the ability to prioritize and work on multiple projects in a fast-paced, changing environment
• Ability to manage stakeholder expectations against competing priorities and timelines
• Experienced in thinking outside the box to solve customer and business challenges
• Exceptional written and verbal communication skills; excellent ability to diffuse difficult situations, create a clear path to resolution with owners and dates, and secure buy-in from internal and external stakeholders to deliver.
• Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation.
  
  

Not all candidates will be eligible for the upper end of the salary range (or have the minimum apply to them), but rather, the exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications.

Targeted salary range

$72,828—$123,165 USD

Diversity, Equity & Inclusion at BigCommerce

Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Learn more about the BigCommerce team, culture and benefits at https://careers.bigcommerce.com.