Customer Marketing Manager (Remote Canada)

At Directive were a remote-first team of performance marketers obsessed with driving measurable growth for B2B SaaS and tech companies. We believe in data-backed strategy radical accountability and world-class execution across every channel Paid Media SEO & Content CRO Creative and RevOps.

Were building the next era of integrated marketing leadership where creativity meets commercial discipline. Join us as we elevate how client strategy retention and growth are delivered at scale.

Were hiring a Customer Marketing Manager to turn customer relationships into measurable retention advocacy and revenue growth. Youll join Directives internal marketing team and build programs across three connected pillars: customer advocacy lifecycle marketing and expansion.

In this role youll bring customer success stories to market create campaigns that strengthen engagement and retention and uncover opportunities to grow existing accounts. Youll also reconnect with customer champions as they move between companies activate referral and reference programs and own targeted campaigns that support broader demand generation efforts. At Directive everything ladders up to business outcomes and your programs will be a major contributor to pipeline and revenue.

Were looking for a marketer who can connect strategy with hands-on execution. You should be as comfortable interviewing a customer and writing a compelling case study as you are building a segmented campaign managing marketing technology and reporting on pipeline and revenue. If you love understanding what makes customers successful and translating that insight into growth this role is built for you.

• Build and own the customer marketing strategy. Develop a coordinated plan across advocacy lifecycle engagement and expansion with clear priorities campaign calendars and measurable business outcomes.

• Own customer advocacy and social proof. Build a repeatable process for identifying customer advocates and turning their results into case studies testimonials reviews references and customer stories that support marketing and sales.

• Lead customer lifecycle campaigns. Develop targeted communications and thoughtful gifting programs that reinforce the value of clients partnerships introduce relevant services and deepen engagement throughout the customer journey.

• Turn past relationships into new opportunities. Use signal tracking software to identify job changes and other buying signals then build targeted campaigns to reconnect with customer champions past customers and relevant contacts when new opportunities arise.

• Support retention expansion and partner growth. Partner with client services and sales to identify engagement gaps surface cross-sell and upsell opportunities and build campaigns that support renewals and account growth. Use shared account insights and relationship signals to identify opportunities for referrals introductions and coordinated outreach between Directive and our partners.

• Activate account overlap insights through the account mapping software and customer and partner overlap data to identify warm introductions and opportunities for coordinated account engagement.

• Build and maintain a network of customer advocates who can speak to Directives impact. Match references to relevant sales opportunities coordinate participation and keep requests thoughtful and manageable for customers.

• Build and grow the customer referral program making it easy and rewarding for brand champions to introduce new business to Directive. Develop referral campaigns manage incentives and follow-up and track their contribution to pipeline and revenue.

• Own targeted outreach and nurture campaigns that engage customer champions past customers and relevant prospects while supporting additional demand generation programs as business priorities evolve.

• Net Revenue Retention (NRR)

• Customer marketing-sourced and influenced expansion pipeline and revenue

• Customer advocate participation and production of case studies testimonials and reviews

• Customer reference participation and influence on sales opportunities

• Lifecycle campaign engagement and conversion rates

Retention renewal and satisfaction outcomes are shared with client services; this role is accountable for the marketing programs that contribute to them.

• Proven experience in customer marketing lifecycle marketing or a closely related growth role with ownership of programs tied to retention advocacy or expansion.

• Experience marketing to B2B audiences ideally within an agency professional services business or B2B SaaS company.

• A track record of working on customer advocacy programs and producing compelling case studies testimonials or sales enablement content.

• Hands-on experience developing segmented email campaigns and nurture programs from audience selection and copywriting through execution and reporting.

• Experience partnering with sales and client-facing teams to translate customer insight into campaigns and revenue opportunities.

• Comfort working across Salesforce HubSpot marketing automation and sales engagement platforms. Familiarity with signal tracking and account mapping software is a plus.

• Customer storytelling: You ask thoughtful questions uncover meaningful results and write clear credible stories that make the customers success tangible.

• Lifecycle strategy: You understand how audience timing and messaging work together to strengthen relationships and move people toward a relevant next step.

• Commercial thinking: You connect marketing activity to retention pipeline and revenue and prioritize work based on its potential business impact.

• Operational execution: You build buy-in across the company align leaders and teams around shared goals and turn ideas into coordinated repeatable programs.

• Measurement and experimentation: You establish clear goals interpret performance data and test ways to improve results.

• Cross-functional collaboration: You build trust with customers and internal teams manage competing priorities and keep work moving.
  

• You take ownership of outcomes and follow through on the details.

• Youre curious about customers businesses and motivated by helping them succeed.

• You combine creative judgment with an analytical mindset.

• Youre comfortable building repeatable processes while staying hands-on with execution.

• You communicate directly welcome feedback and work independently in a remote environment.

• You put the teams success first. We work as one marketing team with shared goals and flexible responsibilities. You take ownership of your work jump in where you can make an impact and collaborate across functions to drive pipeline and revenue together.

• You use AI thoughtfully to support research personalization and execution while maintaining accuracy and a natural human voice.

What We Offer:

• We have a set living wage at Directive; the actual salary may vary based on Directives compensation practices job related skills and depth of experience.

• Medical dental vision plans disability and life insurance coverage for you and your family that fit your lifestyle

  • Including a 100% employer-paid plan for you and a 50% employer contribution for your dependents (US CAD MX)

• Benefits to Support the Whole Person:

  • Mental - Access to certified therapists through Spring Health membership to Headspace

  • Physical - Physical therapy through Omada thousands of Aaptiv virtual workouts complimentary One Medical membership for primary and virtual care

  • Time Off - Unlimited PTO (2-week minimum) Paid Company Holidays Your Birthday Off End of Year Recharge (Closed December 24 - January 1) Paid Parental Leave

  • Financial - Traditional and Roth 401(k) with a 3% company match

  • Bonus - Annual bonus based on tenure which scales in total amount over time

  • Annual Company-wide Retreat

Work Environment Requirements

As a remote-first company youll have the ability to work from your home office. For some positions as posted we will accommodate global opportunities where we have established businesses including Canada Mexico and the UK. For global locations you must have established and current work authorization and permanently reside in that country.

This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our colleagues through virtual meetings (Zoom) and this role you will be required to operate a laptop computer (PC or Mac available) computer software platforms and other office productivity tools as necessary. Due to the nature of this role you must be able to remain stationary for extended periods must be able to observe and interpret written and/or verbal communication must have reliable internet access and a professional background.

To perform this job successfully an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

If you require reasonable accommodations in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process direct your inquiries to

Additional Information

At Directive one of our core values is People First. Were committed to fostering a more diverse and inclusive culture in the digital landscape. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.

Required Experience:

Manager