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Senior Customer Marketing Manager

Austin, Texas · San Francisco Bay Area, California

About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers offer amazing guest experiences through a full suite of venue management features. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - to name a few!

At the heart of ROLLER is our team - which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, have a great time doing it, and are looking for like-minded people to join us on this amazing journey!

 

About the Role

As the Senior Customer Marketing Manager for ROLLER, you will manage the customer lifecycle to drive lifetime value and build loyalty through a personalized experience. You will have a deep understanding of the customer experience throughout the funnel to unlock value for our customers within our products and inspire their business strategy. The ideal candidate is a data-driven marketer who is passionate about helping customers achieve their business and marketing goals.

 

What You'll Do

  • Work with the marketing and customer success teams to develop the customer marketing strategy and own the execution to drive retention and brand loyalty
  • Implement and optimize automated journeys to successfully onboard customers, increase product adoption, and improve lifetime value
  • Lead the sourcing, interviewing, and development of compelling, metric-driven customer stories that showcase success, drive engagement, and reinforce ROLLER’s value.
  • Understand the key segments and personas in the ROLLER customer base and deliver targeted communications to these audiences to maximize engagement and retention
  • Develop product migration plans for sunsetted products to mitigate churn risk and drive adoption of newer features and products
  • Play a key role in bringing to life customer webinars to engage customers on the future product roadmap, as well as on their needs and expectations
  • Develop collaborative relationships with customer-facing teams, including Customer Success, Product, and Learning Experience - to enhance the overall customer journey and ensure consistency
  • Partner with the broader marketing team to amplify customer messaging and identify areas for collaboration and cross-promotion
  • Analyse campaign results on an ongoing basis to identify risks and opportunities and develop a robust testing strategy to optimize all customer communications
  • Ensure relevant customer teams are briefed on all customer communications and feedback loops are established

 

About You

  • A Bachelor’s degree in marketing, business, or relevant field of study; AND/OR
  • 5-7 years marketing experience
  • Preferably experience in working in a B2B Saas environment 
  • Data-driven marketing approach, along with the ability to grasp and translate technical features and capabilities into business benefits
  • Experience using email marketing and/or marketing automation tools to build emails and automated journeys (e.g., HubSpot, Salesforce, Mailchimp, Klaviyo)
  • Ability to interpret results to action improvements
  • Ability to write engaging and impactful customer-facing copy
  • Excellent written and verbal communication
  • Adaptability
  • Strong problem-solving skills
  • Ability to quickly build rapport and maintain interdepartmental relationships
  • Excellent attention to detail, including adhering to brand guidelines

 

Perks!

  • Attractive compensation package and benefits.
  • You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
  • 20 days of paid time off (PTO), 10 sick days, and 13 paid US holidays.
  • 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate).
  • Claim up to USD $140 work-from-home expenses per month.
  • 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.
  • Free Medical Insurance.
  • 401(k) Plan with a 100% match on contributions up to 5%.
  • Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
  • Team member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more.
  • Highly flexible work environment with an All Access pass to WeWork, depending on your location.
  • Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
  • Individual learning and development budget plus genuine career growth opportunities as we continue to expand!

 

What You Can Expect

  1. Initial call with our Talent Acquisition Manager
    You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
  2. Interview with the Hiring Manager
    You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
  3. Loop Interviews
    This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
  4. Offer
    If all lights are green and the fit feel right, we'll conduct reference checks and you'll receive an offer to join!

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment

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