Senior Customer Marketing Manager

About Planisware:

Planisware is a leading provider of Strategic Portfolio Management (SPM) solutions, helping organizations connect strategy to execution and drive better business outcomes.

Our platform enables companies to plan, prioritize, and deliver complex initiatives across R&D, IT, and capital projects, with strong adoption across pharmaceutical, medical device, manufacturing, energy, and financial services industries.

With a strong foundation, global presence, and continued growth, Planisware is uniquely positioned to shape the future of portfolio management.

About the role:

We are looking for a Senior Customer Marketing Manager to own and scale our customer marketing strategy, driving engagement, retention, and expansion across our customer base.

This role sits at the intersection of marketing, customer success, and product, with a strong focus on building a thriving customer ecosystem. You will lead initiatives that turn customers into advocates, deepen product adoption, and unlock upsell and cross-sell opportunities.

You will also play a key role in shaping our customer community through user conferences, Customer Advisory Boards (CAB), and best practice programs.

What You’ll Do:

Customer Growth & Expansion Marketing

• Design and execute programs to drive upsell and cross-sell pipeline within the existing customer base
• Partner with Customer Success and Sales to identify expansion opportunities and target accounts
• Develop persona-based messaging and campaigns aligned to customer maturity, use cases, and lifecycle stages
• Build scalable customer lifecycle marketing programs (onboarding → adoption → expansion → advocacy)

Community & Engagement Strategy

• Build and grow a customer community ecosystem (digital and in-person)
• Launch and manage initiatives that foster peer-to-peer engagement and knowledge sharing
• Develop engagement programs that increase product adoption and customer stickiness
• Create frameworks to identify and activate customer champions and advocates

Customer Programs: CAB & Best Practices Groups

• Own and manage the Customer Advisory Board (CAB)
• Define strategy, member selection, and agenda
• Facilitate sessions and ensure actionable outcomes
• Scale Best Practices Working Groups (BPWG)
• Capture and distribute insights to broader customer base and internal teams
• Translate customer feedback into actionable insights for Product and GTM teams

User Conferences & Customer Events

• Lead the strategy and execution of customer-facing events, including flagship user conference
• Partner with Events, Product Marketing, and Sales to define themes, content, and customer storytelling
• Identify and prepare customer speakers and case studies
• Ensure events drive measurable impact on customer engagement, pipeline generation, and advocacy

Customer Advocacy & Content

• Build a structured customer advocacy program (references, testimonials, case studies)
• Develop compelling customer stories aligned with key industries and use cases
• Partner with Product Marketing to integrate customer proof points into campaigns
• Support sales with reference programs and customer validation assets

Qualifications:

• 5-7+ years of experience in Customer Marketing or Lifecycle Marketing in a B2B SaaS environment
• Proven track record in driving customer expansion (upsell & cross-sell)
• Experience building and scaling customer communities or advocacy programs
• Strong experience managing Customer Advisory Boards and executive-level customer engagement
• Experience organizing or contributing to large-scale user conferences or customer events
• Strong teamwork skills and the ability to effectively work cross-functionally
• Strong strategic thinking combined with hands-on execution ability
• Excellent communication and storytelling skills

What Success Looks Like:

• Increased net revenue retention (NRR) and expansion pipeline contribution
• High engagement in customer community programs and events
• Strong participation and impact from CAB and working groups
• Growth in customer advocacy (references, speakers, case studies)
• Measurable improvement in customer adoption and satisfaction

Why Join Us:

• Opportunity to build and scale a world-class customer marketing function
• Direct impact on revenue growth through expansion
• Work with leading global customers across industries
• Play a key role in shaping the voice of the customer and influencing product direction

Benefits and Perks:

• 3 weeks paid vacation
• Paid holidays
• Up to 4 months maternity leave
• Paternity leave
• Life, short and long-term disability insurance
• Company annual kick-off trip
• 401(k) plan with company variable contribution
• Health, dental, and vision insurance
• FSA plan, including employer contribution
• Cell phone and internet allowances
• Quarterly events/monthly happy hour
• Company charitable donation match
• Community outreach
• Tuition assistance program
• Graduate program

This role will be based out of our San Francisco, CA office. Planisware currently has a hybrid policy of working in-office four days per week, Monday-Thursday, with remote flexibility on Friday. This is subject to change as the company sees fit.