Customer Marketing Manager - Customer Success Enablement

Job Description:

Vertex Inc. is seeking a talented and experienced Customer Marketing Manager to support our customer growth and retention goals through development and delivery of account-based strategies, campaigns, and playbooks designed to directly enable our Customer Success and Sales organization. 

The role will serve to streamline cross-sell and upsell efforts between the two departments; improve our reach with customer education and engagement programs; drive more value from our renewal process; and grow our customer advocacy network.  Secondarily, the role will serve as a liaison between marketing and Customer Success for the purpose of helping to optimize our customer engagement efforts, helping to ensure marketing is providing scalable engagement initiatives that positively impact customer health and satisfaction, expand reach, improve account data health, support advocacy, and secure retention.  Conversely, the role will help ensure that customer data resources are aligned.

The ideal candidate has the knowledge and ability to enable customer-facing account teams with the resources needed to optimize customer engagement and growth. This may include delivering impactful marketing playbooks, tailored content plans, actionable data insights, and effective tools to support lead generation and account expansion efforts. T

For this new and unique position, a successful candidate is highly skilled in developing and implementing integrated, revenue-generating customer marketing campaigns to grow share-of-wallet through cross-sell and up-sell.  They have exceptional data analysis skills and a demonstrated ability to uncover actionable insights from customer data to inform and optimize campaign strategies. They thrive in highly collaborative environments and ideally have experience designing playbooks as part of an account team. They are strong communicators with ample experience leading cross-functional teams and projects.

Key Responsibilities:

• Serve as the primary marketing partner for the Customer Success team, equipping them with tailored playbooks, tools, and resources to seamlessly integrate growth-focused initiatives into their existing workflows and account management strategies.
• Act as a bridge between Customer Success and Marketing, ensuring seamless collaboration and alignment across teams, campaigns, and customer engagement strategies. Lead regular cadence calls between teams and manage communications such as newsletters and monthly / quarterly business reviews to ensure awareness between teams.
• Partner with the Customer Success team to co-create account-specific campaign plans designed to grow wallet share for the business’s largest accounts. 
• Adapt messaging and content from integrated marketing campaigns into account-based activation strategies designed to complement Customer Success with high-value accounts. Ensure CS team has content, campaign messaging, and tools to support business growth through existing programs such as business reviews, health checks, renewal communications, cadence calls, and live events. Customize campaign content and resources to meet the unique needs of specific accounts, ensuring ease of use and alignment with the Customer Success team’s engagement priorities.
• Goal and KPI Alignment: Work closely with Customer Success leadership to establish shared goals, metrics, and KPIs for cross-sell, migration, and upsell campaigns.
• Spearhead efforts to develop a sales propensity model in collaboration with Marketing Operations, Revenue Operations, and Customer Success. Use data such as account attributes, historical purchasing patterns, engagement metrics, and usage data to predict the likelihood of cross-sell, upsell, or renewal opportunities within high-value accounts – and develop a scalable model overtime to inform best practices for customer marketing and sales.
• Monitor the effectiveness of account-based marketing programs in partnership with Customer Success, providing actionable insights and recommendations for continuous improvement.
• Work with the Customer Success team to identify and activate customer advocates in collaboration with the Customer Advocacy Manager and Customer Reference Manager.

Qualifications:

Education and Experience:

• Bachelor’s degree in marketing, Business, or a related field; MBA preferred.
• 8+ years of experience in B2B marketing, with a focus on customer marketing, account-based marketing, or customer success enablement.
• Proven experience collaborating with customer-facing teams (e.g., Customer Success or Sales) to develop and activate marketing strategies that drive measurable growth.
• Demonstrated success in designing and implementing integrated marketing campaigns, account-based marketing strategies, or tailored playbooks.

Skills and Expertise:

• Customer Marketing Expertise: Strong understanding of customer marketing principles, including campaign development, cross-sell and upsell strategies, and customer engagement tactics.
• Data Analysis and Insights: Exceptional data analysis skills, with experience using customer data (e.g., purchasing patterns, usage metrics, engagement trends) to inform strategy and prioritize growth opportunities.
• Sales Propensity Modeling: Familiarity with sales propensity models and the ability to collaborate with cross-functional teams to develop scalable, data-driven frameworks.
• Account-Based Marketing (ABM): Expertise in ABM methodologies, tools, and execution to drive targeted account engagement and growth.
• Content Strategy and Development: Ability to adapt and tailor integrated campaign messaging into specific, actionable content plans that align with account priorities and customer success workflows.
• Communication and Collaboration: Exceptional verbal and written communication skills, with the ability to lead cross-functional teams and build strong relationships across departments.
• Program Measurement: Experience establishing shared goals, KPIs, and metrics with stakeholders, and measuring the effectiveness of programs to optimize performance.

Technology and Tools:

• Proficiency with CRM systems (e.g., Salesforce), marketing automation platforms (e.g., Pardot or Marketo), and data visualization tools (e.g., PowerBI or Tableau).
• Experience with ABM platforms and analytics tools to support targeted campaign execution and performance measurement.

Soft Skills:

• Collaborative and adaptable, thriving in highly cross-functional environments.
• Strong problem-solving and organizational skills, with the ability to manage multiple initiatives in a fast-paced setting.
• Results-oriented, with a focus on delivering measurable business outcomes.

Other Qualifications

The Winning Way behaviors that all Vertex employees need to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise, and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.
• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.