Customer Marketing Specialist at Board Intelligence, London, United Kingdom

Strategic role focused on driving revenue growth from existing B2B SaaS customers through comprehensive marketing strategies, lifecycle management, and cross-functional partnerships in a high-growth tech firm.

Key Responsibilities

• Develop and own customer marketing strategy to boost expansion revenue throughout the customer lifecycle, collaborating with Customer Success.
• Identify expansion opportunities by product, segment, and behavior, partnering with Customer Success and Sales.
• Expand contact engagement at accounts with targeted communications to enhance brand loyalty and cross-sell potential.
• Improve customer segmentation data with Rev Ops for personalized communications.
• Operationalize multi-channel customer marketing, including integration into demand generation campaigns.
• Manage strategy and execution of communication channels like Planhat, email, newsletters, and in-app messaging via Pendo.
• Create assets supporting cross-sell, upsell, and product adoption with Product Marketing.
• Design ‘surprise and delight’ initiatives, onboarding kits, milestone celebrations, and VIP events to foster loyalty.
• Plan and execute customer events such as webinars, roundtables, and community sessions.
• Lead advocacy programs including advisory boards, beta communities, and awards.
• Promote customer success stories, case studies, and testimonials with Product Marketing.
• Redesign offboarding processes to maintain relationships and enroll in alumni marketing.
• Track users with tools like BoardEx to identify referral opportunities and support sales outreach.

Qualifications

• 3-5 years in B2B SaaS marketing, including 1-2 years in customer marketing.
• Proven experience in multi-channel campaigns driving customer expansion revenue.
• Familiarity with building customer advocacy programs and communities.
• Knowledge of account-based marketing principles.
• Strong data analysis and reporting skills with CRM and customer data platforms.
• Experience with HubSpot, Planhat, Pendo, and data regulations.
• Expertise in customer segmentation, journey mapping, and lifecycle marketing.
• Revenue-focused mindset and commercial acumen.
• Excellent project management for multiple workstreams.
• Self-starter with autonomous drive.
• Strong collaboration across Marketing, Sales, Customer Success, and Product teams.
• Exceptional attention to detail and organizational skills.

Benefits And Growth

• Private Pension Scheme
• BUPA Health and Dental insurance with My BUPA app access
• Group life assurance at 4x annual salary
• 26 holiday days plus Bank Holidays
• Cycle to work scheme
• Employee Assistance Program with Bereavement and Probate Helpline
• AIG Smart Health virtual GP app and wellness platform for employees and dependants including partners/spouses
• Eyecare and Flu Jab vouchers