Sr. Customer Marketing Manager
About Us
About Us
Since 1965, The Harris Poll has been a leader in research, polling millions of people on the trends that are shaping our modern world. Harris Quest is a suite of technology for researchers, built from decades of empowering marketers with real-time, trusted insights.
Harris Insights & Analytics is a strategic marketing consultancy that delivers social intelligence for transformational times. Powered by consumer insight, cultural trends and data, we blend art and science to shape Fortune 100 brands, new products, and customer strategy.
Overview
Role Overview
We are seeking a Customer Marketing Manager to build and execute customer engagement programs that drive retention, expansion, and growth across our customer base. This role will partner closely with Customer Success, Professional Services, Sales, and Business Leadership to design scalable programs that drive retention, cross-sell, and upsell, and plan and execute customer events, including our customer advisory board.
Responsibilities
Key Responsibilities
Customer Engagement & Retention
Design and implement a customer engagement program focused on improving retention and long-term customer value
Partner with Customer Success to align engagement programs with lifecycle milestones and health indicators
Upsell, Expansion & Cross-Sell Programs
Build and execute upsell and expansion campaigns aligned to growth goals
Develop cross-sell plans that support both software and services revenue objectives
Collaborate with Sales and Professional Services to ensure messaging and timing are aligned
Customer Events & Community
Plan and execute two in-person customer events in the US (end-to-end ownership)
Support Customer Advisory Board (CAB) planning, logistics, agendas, and follow-up
Customer Advocacy & Content
Identify, capture, and produce customer stories and testimonials (written, video, and live)
Support planning and execution of customer webinars, including content development and speaker coordination
Cross-Functional Collaboration & Execution
Work closely with Customer Success, Professional Services, Marketing, and Business Leadership
Track program performance and report impact on retention, expansion, and engagement
Qualifications
Required Qualifications
5+ years of experience in customer marketing, lifecycle marketing, or customer engagement roles
Proven experience driving retention, upsell, and cross-sell programs
Hands-on experience planning and executing in-person customer events
Strong project management and cross-functional collaboration skills
Excellent communication and storytelling capabilities
Ability to operate independently as a contractor
Based in North America; ability to travel within the US
Nice-to-Have Qualifications
Executive presence - able to talk with CMO and Insight leaders
Experience supporting Customer Advisory Boards
Experience marketing both software and professional services
Webinar production and customer advocacy program experience