Customer Marketing Manager

The Customer Marketing Manager owns the programs that deepen relationships with existing districts, drive expansion and renewal revenue, and turn our most passionate customers into Gaggle’s most credible advocates.

This role reports to the Director of Marketing, who has spent three years building deep trust with Gaggle’s customers and Customer Success team. You’ll step into a strong foundation of relationships and institutional knowledge and build the execution engine behind programs the team has long wanted to build.

What You Will Own

Renewal and Expansion Campaigns

• Develop and execute renewal campaigns by product, segment, and contract cycle
• Build upsell and cross-sell plays across Gaggle's full product suite
  
• Create targeted messaging for key expansion moments

Customer Evidence and Advocacy

• Own the case study and testimonial program: sourcing, interviewing, writing
• Build a pipeline of reference able customers and willing speakers for conferences and sales cycles
• Develop customer-facing proof points grounded in outcomes, data, and third-party validation studies

NPS and Voice of Customer

• Manage the NPS program: survey cadence, results analysis, and closed-loop follow-up
• Surface customer insights that inform messaging, product priorities, and sales conversations 
• Partner with Customer Success to act on detractor feedback and amplify promoters voices 

Content 

• Create and maintain content that helps new districts get value faster
• Develop resources that support adoption milestones across the customer lifecycle 
• Partner with Customer Success and Product on customer-facing communications for new features and releases
  

Customer Events and Community 

• Lead customer programming at Gaggle's annual Leadership Summit and regional events 
• Build a customer community strategy, including webinars, roundtables, and peer networking opportunities 
• Partner with teams on customer experience at national conferences

What We're Looking For 

• 3+ years of experience in customer marketing, lifecycle marketing, or a closely related field; B2B SaaS experience strongly preferred 
• Proven ability to build and run programs that drive measurable retention and expansion revenue
• Strong writer who can translate customer outcomes into compelling stories without losing the nuance of the original experience 
• Comfortable working with data: NPS scores, renewal rates, expansion pipeline, content performance 
• Highly collaborative: this role works daily with Customer Success, Sales, Product, and the broader marketing team 
• Self-directed: you don't wait for a playbook, you write it
• Experience in K-12 educational technology 
• AI-forward team member

What Success Looks Like 

In the first 90 days: 

• You've mapped the existing customer base by product, segment, and renewal date and identified the top expansion targets
• There are at least two case studies in flight 
• You've won over the hearts of our CX team 

By the end of year one: 

• Customer marketing has a measurable contribution to expansion pipeline 
• Gaggle has a library of 8-10 current, high-quality, customer stories across products and segments 
• The renewal campaign process is systematized and running without VP or Director involvement 
• The Leadership Customer Summit experience is designed and owned by this role

Why Gaggle 

• Work that matters: every campaign you build is ultimately in service of keeping students safe 
• A lean, high-trust team where your work is visible and your judgement is respected 
• Room to build: this function is new, and you'll have real ownership over its shape 
• A product portfolio that is expanding: Safety Management, Web Filter, ReachOut, ReachOut AI, Archive, and Therapy give you a rich cross-sell story to work with 
• An experienced leadership team to learn and grow from and with   

Salary Range and Benefits

Please apply to this posting in order to learn more about the starting salary range and benefit options. Some benefits highlights:

• We’re a remote-first company; our team works together across all 50 US states
• PPO and HDHP health insurance plans through BCBS of Illinois; coverage includes treatment for fertility (including IVF) as well as offering virtual visits and mental health resources
• Dental insurance (including orthodontia) through Guardian
• Vision insurance through BCBS/EyeMed
• HSA, FSA, LPFSA, and DCFSA available, with a $500 annual company contribution
• 401(k) plan with immediate vesting and a 4% company contribution with each paycheck
• Employee Assistance Program through Paychex and Guardian (includes financial and legal assistance)
• Flexible PTO
• Generous, 100% to 70% paid leave plans, up to 90 days
• Pet Insurance Discount Program
• Fun perks such as team recognition programs, holiday gifts and bonuses, company retreats, raffles, and fantasy football leagues

Our Team Commitment

Gaggle is proud to be recognized as a 2023 Top Workplace and also a proud recipient of the 2024 Top Workplaces USA Today award. We are committed to equal opportunity without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Job Type: Full-time

EOE/M/F/Vet/Disability

Diversity, Equity, and Inclusion

At Gaggle, a diverse, inclusive, and equitable workplace is one where all employees and customers, whatever their gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or disability, feel valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and worksites. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard. We’re committed to maintaining an inclusive environment with equitable treatment for all.