Senior Customer Marketing & Growth Manager

About the role

The Role We're looking for a Senior Customer Marketing & Growth Manager who thinks like a growth strategist, thrives in an early-stage startup environment, and is motivated by customer empathy. Reporting to the Director, Product Marketing, you'll partner directly with Customer Success to drive adoption, expansion, and renewal across our customer base. You'll be embedded within the CS team: close to the customer, fluent in the business metrics, and accountable to outcomes. Partnering with Product Marketing and Customer Success, you’ll identify the highest-opportunity segments of our existing customer base, build programs that grow their investment over time, and turn our best customers into our most powerful advocates. The programs you build will directly shape how customers experience value, how CSMs win renewals, and how our business grows and scales. You'll work in close partnership with CS leadership, product marketing, the product team, and the broader marketing team. Leadership believes that Customer Marketing is the future of sustainable SaaS business growth, and is excited to build a best-in-class model for expansion and growth. Laddering to the overall marketing strategy and goals, you'll have real autonomy, real accountability, and real impact from Day 1. What You'll Own Growth Through the Customer Lifecycle: Partner with CS leadership to co-own adoption, expansion, and renewal strategy across key customer segments. Identify high-opportunity accounts, build targeted programs that increase Average Contract Value (ACV) and Lifetime Value (LTV) over time, and develop and implement a customer communications strategy — across email, webinars, in-app, events, and community — that drives measurable action. Advocacy & Community: Launch and scale a customer advocacy program in partnership with CS and Product. Co-own and co-run our Customer Advisory Board (CAB) alongside CS and PMM. Lead the strategy and project management for Kantiv’s Community of customers. Collect customer quotes, testimonials, and success stories to fuel sales enablement, website, and campaign content. Build feedback loops between customers and our product and marketing teams so the voice of the customer shapes our roadmap and positioning. Events & Engagement: Represent Kantiv at select major industry events each year. Co-host customer webinars and virtual events that educate, inspire, and deepen product engagement. Partner with the Events team to maximize customer impact across our broader events program. Metrics & Reporting: Define what good looks like, build the framework to track it, and share learnings across the team. We're building a data-driven marketing function and you'll be central to that. AI-Powered Execution: Leverage AI tools like Claude to accelerate content creation, research, personalization, and program execution. Help us build the playbook for what modern, AI-native customer marketing looks like. What Success Looks Like Expansion & Retention: Customers are growing ACV and renewing at higher rates, in close partnership with CS Adoption: Customers are activating features faster, using the product more deeply, and seeing value Advocacy: Net Promoter Score (NPS) is climbing, references are plentiful, customer stories and quotes are aligned to business goals and available for sales and marketing use, reviews are strong, and your CAB members are genuinely engaged Operational Excellence: Your programs are documented, repeatable, and built to scale — not dependent on any one person to keep running

Requirements

• You’re either a senior growth marketer who’s fallen in love with working directly with customers, or you’re a customer marketer or product marketer who’s eager to grow. Either way, you are probably on a marketing team at a Series C, D, or E startup (under 300 people) where you’ve been part of an established marketing team that executes well-rounded programs for growth and/or customer marketing. You know the playbooks; you’re excited to build and execute them yourself in a role with more ownership and runway.
• You have:
• 5–7 years in Customer Marketing, Product Marketing (segment-focused or product-focused), Lifecycle Marketing, or Go-to-Market Programs, with a track record of driving measurable business outcomes.
• A builder’s mindset. You don't wait for someone to hand you a playbook. You write it, execute it, measure it, and improve it. You're motivated by autonomy and energized by accountability.
• The ability to think and operate in systems. You see both the forest and the trees, and can toggle seamlessly between the two as needed. You understand instinctively how your focus areas interconnect with the rest of the business to drive revenue, and can design the strategy for your area to impact top-line business goals.
• Demonstrated skill at influencing & collaborating cross-functionally. You know how to rally CS, Sales, SDRs, and Product around a shared goal without having direct authority over them. You make working with you feel easy and energizing.
• Tenacity as a project manager. You’ve demonstrated that you can own your area end-to-end in a dynamic startup environment, from ideation to strategy to execution to reporting. Every detail is buttoned up, every deadline is hit, every customer interaction is on-brand and polished, and every priority connects back to revenue. You know how to pivot based on new data or direction, drive alignment around priorities, and ensure the program hits its goals.
• Strong storytelling & communication skills and customer empathy. Whether in a webinar or on a stage, you know how to captivate and educate an audience. You can have polished, confident, on-brand conversations directly with customers, virtually or at an in-person event. Please note that this role will be required to travel to major trade shows or customer events 3-4 times per year.