The Customer Marketing Manager owns the strategy and execution of programs that drive pipeline and product adoption, expand customer lifetime value, and build a vibrant community of advocates who fuel Novara's growth. This is a practitioner role — someone who brings proven customer marketing experience and can build and run programs with minimal oversight.
Roughly 60-70% of this role is focused on customer marketing — lifecycle communications, expansion campaigns, referral programs, and cross-functional alignment with Customer Success, Product, and Sales. The remaining 30-40% is dedicated to customer advocacy, including management of the customer community platform, community content and activities, and customer references.
Responsibilities:
Develop and execute customer lifecycle marketing programs that drive pipeline, product adoption, cross-sell, and upsell across the existing customer base.
Own customer email communications, newsletters, and nurture programs — managing an editorial calendar, copy, and performance reporting.
Build engagement programs that increase knowledge and usage across Flex’s Training, SDS Manager, Contractor Risk Management, and the Compliance Calendar.
Partner with Customer Success and Sales on retention and expansion motions, translating CS insights into targeted marketing campaigns.
Develop onboarding and post-sale content that accelerates time-to-value and reduces churn risk.
Support the development of customer case studies and testimonials that equip Sales and Marketing with proof points and support pipeline conversion.
Develop and collaborate on systematic programs for customer reviews, referrals
Track and report on customer marketing KPIs, including expansion rate, engagement, and pipeline contribution.
Own and manage the Influitive platform — maintain the program’s structure, recruit and engage advocates, and drive participation.
Develop and manage community content and activities that drive participation and engagement, including customer-facing webinars and events, product education, and thought leadership content.
Enable Marketing and Sales with on-demand references and testimonials.
Develop and collaborate on programs for references, speaking opportunities, and awards.
Own customer newsletters and regular email communications across Novara’s product line, including product updates and company news, that keep customers informed and reinforce value.
Ensure all customer-facing communications are consistent in voice, timely, and aligned with editorial calendar priorities.
Customer Marketing (60-70%)
Customer Advocacy and Communications (30-40%)
Knowledge, Experience, and Requirements:
5+years of B2B customer marketing experience, with direct ownership of lifecycle programs, customer communications, or expansion campaigns.
Experience in working at a high-growth SaaS company
Demonstrated ability to build and execute programs that drive measurable outcomes: adoption, expansion, or retention.
Hands-on experience with customer advocacy programs, including referrals, references, reviews, or community management.
Experience managing or working within an advocacy or community platform (Influitive experience is a strong plus).
Strong copywriting and content development skills across email, web, and long-form formats.
Comfortable working cross-functionally with Customer Success, Sales, and Product teams.
Analytical mindset that is able to build basic reporting, track KPIs, and translate data into program decisions.
B2B SaaS or compliance/technology industry experience preferred.
Success Criteria:
Drives a 15-20% increase in customer expansion across modules within 12 months.
Maintains consistent, high-quality customer communications cadence — newsletters, product updates, and community content — with measurable open and engagement rates.
Grows qualified advocate referrals to 25-40 per year and active advocates to 80-100.
Achieves 4.5+ star review site ratings with 50-80 reviews within 18 months.
Builds customer marketing reporting that demonstrates clear pipeline and revenue impact.
Compensation:
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