Job Description

As Senior Customer Marketing Manager, you’ll own the strategy and execution that turns customers into advocates, drives product adoption, and fuels retention and expansion.

You’ll partner closely with Global Campaigns, Customer Success, Product Marketing, and Demand Gen to build lifecycle programs, customer storytelling initiatives, and insight-driven communications that strengthen relationships across the entire journey - from onboarding to advocacy.

This newly created role will play a central part in making customers the engine of our demand generation model - powering community, advocacy, and upsell growth while amplifying Level Access’s brand leadership in digital accessibility.

Key Responsibilities

1. Customer Lifecycle & Retention

· Develop and run lifecycle programs that drive onboarding, adoption, renewal, and expansion.

· Create persona-based nurture campaigns for Accessibility, Product, Design, and Engineering leaders.

· Partner with Customer Success to deliver communications that celebrate milestones and reinforce value

2. Advocacy & Storytelling

· Build and manage a scalable customer storytelling and advocacy program ; case studies, testimonials and customer features.

· Identify and activate customer champions for campaigns, events, and PR.

· Integrate real customer stories into global campaigns

3. Community & Engagement

· Lead customer communications including newsletters, learning content and event invitations.

· Partner with teams to grow the customer community through webinars, user groups and roundtables.

· Encourage ongoing dialogue and feedback to improve engagement and retention.

4. Insights & Performance

· Define KPIs for adoption, engagement, advocacy, and expansion - reporting progress regularly.

· Use customer data and insights to guide messaging, content, and campaign strategy.

· Collaborate with Marketing and Rev Ops to connect customer marketing to pipeline and revenue impact.

What You’ll Bring

· 5+ years’ experience managing customer or lifecycle marketing, ideally in B2B SaaS.

· Proven ability to build advocacy and storytelling programs.

· Strong cross-functional collaboration and project management skills.

· Excellent storytelling and writing ability.

· Data-driven mindset with familiarity using HubSpot, Salesforce, Gainsight or equivalent.

· Passion for accessibility, inclusion, and customer experience.

Success in the First 6 Months

Establish the customer marketing framework, comms cadence, and KPIs.

Deliver first wave of customer stories for key campaigns. Demonstrate measurable engagement and retention improvements.

Why Join

This is a chance to define and build the customer marketing function at Level Access - shaping how we connect, celebrate, and grow with our customers.

You’ll play a pivotal role in transforming customer success into brand advocacy and measurable demand.

Application Process

This is a full-time salaried position with a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request