Customer Marketing Manager

Customer Marketing Manager

Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus technology powers top shows around the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique venues. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javitz Center, and St. Louis Art Museum. Some of our global clients include: ExCel London, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

The Customer Marketing Manager will own the strategy and execution of programs that drive adoption, expansion, and retention across Momentus's customer base. You'll be at the intersection of product, customer success, and marketing — turning customer relationships into revenue and advocates into a growth engine. This role is for a marketer who thinks in systems, moves with urgency, and uses AI to do more, faster, and better than traditional approaches allow.

Customer Insights & Segmentation

• Partner with Customer Success and RevOps to segment the customer base, identify expansion opportunities, and build a deep understanding of how different venue types use and value Momentus products.
• Use AI tools to synthesize customer data, surface churn signals, and identify expansion triggers at scale — moving beyond manual analysis to always-on insight.
• Translate usage patterns, support trends, and customer feedback into actionable campaign inputs and product feedback loops.

Messaging & Content

• Develop compelling messaging for customer audiences — from onboarding communications to upsell campaigns — tailored to personas across event management, operations, sales, and finance teams.
• Leverage AI-assisted workflows to produce and iterate on customer-facing content faster: case studies, adoption guides, feature spotlights, webinars, and in-product messaging.
• Maintain a high bar for quality and relevance — content that earns attention from people who run world-class live events.

Lifecycle & Expansion Campaigns

• Design and execute multi-channel campaigns that drive feature adoption, product expansion, and renewal across the customer lifecycle — with clear performance targets attached to every program.
• Build AI-powered nurture sequences that adapt to customer behavior, usage milestones, and health scores rather than static timelines.
• Partner with Sales and CS on upsell and cross-sell plays, developing the messaging, assets, and sequences needed to support them — and holding yourself accountable to the pipeline and revenue they generate.
• Treat every campaign as a test. Define the hypothesis, measure the outcome, and apply the learning.

Customer Advocacy

• Identify, recruit, and activate customer advocates for case studies, reference calls, reviews, and speaking opportunities.
• Build and manage a formal advocacy program that fuels both pipeline and retention — with metrics to prove it.
• Use AI to identify advocacy candidates earlier, personalize outreach, and scale the program without scaling headcount.

Product Launches & Enablement

• Lead customer-facing go-to-market for new features and product updates, ensuring customers understand what's new, why it matters, and how to get value from it quickly.
• Equip Customer Success and Account Management teams with sharp talk tracks, one-pagers, and enablement materials that drive real adoption conversations — not just awareness.
• Measure activation rates post-launch and iterate until the number moves.

Performance & Reporting

• Own a clear set of KPIs: adoption rates, expansion pipeline influenced, churn rate impact, advocacy participation, and NPS contribution. Report on them regularly and without being asked.
• Build dashboards and reporting loops that give leadership and cross-functional partners real-time visibility into what's working.
• Use AI tools to accelerate analysis, identify patterns, and surface recommendations faster than manual reporting allows.
• Be the person in the room who knows what the data says and has a point of view on what to do about it.

Qualifications

• 5+ years of B2B SaaS marketing experience, with at least 2 years focused on customer marketing, lifecycle marketing, or a closely related function.
• Demonstrated track record of driving measurable retention and expansion outcomes — you can point to the numbers.
• Fluency with AI tools in a marketing context: using them to accelerate research, content production, campaign personalization, and performance analysis.
• Excellent written and storytelling skills — our customers run world-class live events and deserve content that matches their standard.
• Strong command of customer segmentation, lifecycle strategy, and behavioral data.
• Proficiency in HubSpot and analytics platforms.
• Wired for performance: you set goals, track progress, and aren't satisfied until the metric moves.
• Comfortable operating cross-functionally in a fast-paced environment alongside CS, Product, Sales, and RevOps.

Preferred Skills

• Experience in event management, venue operations, or hospitality SaaS.
• Hands-on experience with AI-assisted marketing platforms, predictive analytics tools, or marketing automation beyond basic email sequencing.
• Passion for live events and the venues that make them happen.