Senior Customer Marketing Manager
Take your career to new heights with Loopio! 🚀✨
At Loopio, we’re obsessed with our customers, and we're hiring our first Customer Marketing Manager to build and scale a customer marketing function from scratch. This is a highly visible, foundational role responsible for creating the strategy, programs, and operating model that will drive retention, product adoption, expansion, and customer advocacy across Loopio’s customer base.
This role is equal parts strategic builder and hands-on executor. If you’re someone who loves creating structure, and wants to leave a lasting impact on revenue, customer experience, and brand credibility, this role is for you!
Note: This is an existing vacancy on the team
What You’ll Be Doing
Own and execute the end-to-end customer marketing strategy across onboarding, adoption, retention, expansion, and advocacy to drive customer value and revenue impact.
Design onboarding and post-onboarding lifecycle and nurture programs to accelerate time-to-value, including behaviour-based campaigns informed by usage data and customer health signals.
Drive feature adoption and ongoing product engagement in close partnership with Product and Product Marketing, supporting launches and roadmap priorities.
Lead customer communications and launch motions, ensuring clear, timely, and value-driven messaging across product updates, initiatives, and programs.
Partner with Customer Success and Sales to support renewals, upsell, and cross-sell motions, including targeted campaign plays for at-risk, stable, and growth accounts.
Develop customer proof, ROI storytelling, and expansion-facing enablement assets that support renewal and growth conversations.
Build and scale a comprehensive customer advocacy program, including case studies and customer stories, online reviews (e.g. G2, TrustRadius), customer references, and customer speakers for events and webinars.
Identify, cultivate, and activate customer champions across segments and industries in partnership with Customer Success and Brand.
Serve as the connective tissue between Marketing, Customer Success, Sales, Product, Brand, and RevOps, aligning on customer data, segmentation, health scoring, and success milestones.
Define, track, and optimize customer marketing KPIs and dashboards, measuring impact across retention, churn, net revenue retention (NRR), product adoption, expansion influence, and advocacy participation.
What You’ll Bring to the Team
5+ years of experience in customer marketing, lifecycle, retention, CRM, or demand generation roles, with a proven track record of success at scale in fast-paced environments.
Strong experience in B2B, driving measurable adoption, retention, and expansion revenue.
Strategic, customer-obsessed thinker with strong execution muscle, entrepreneurial mindset, and a passion for innovation and elevating the digital customer experience.
Deep expertise in designing and scaling multi-channel customer lifecycle programs, including triggered, promotional, and transactional campaigns.
Advanced understanding of customer lifecycle strategy, segmentation, messaging, and personalization at scale.
Highly analytical and data-driven, with experience leveraging marketing automation, CRM, analytics tools, and statistically sound A/B testing to inform strategy and execution.
Strong knowledge of email marketing best practices, including performance-focused copywriting, HTML, and design optimization.
Proven ability to partner effectively with Customer Success, Sales, Product, Brand, RevOps, and user research teams, confidently influencing without direct authority.
Experience supporting PLG or hybrid sales motions and working closely with CS and Sales on retention, renewal, and expansion initiatives.
Excellent communicator and storyteller who is highly organized, comfortable managing multiple initiatives.
Where You’ll Work 📍
Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.
Our employees (or Loopers, as we call ourselves!) live and work in 🇨🇦 Canada (British Columbia and Ontario), 🇬🇧 London, and 🇮🇳 India (specifically in Gujarat, Maharashtra, and Bengaluru).
The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🙇🏾 during the workday
We encourage asynchronous collaboration to effectively work as a global #OneTeam!
Why You’ll ♥️ Working at Loopio
Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Latticefor our 1:1s and performance conversations
You will have the opportunity to elevate 🪄 your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
We offer a wide range of health and wellness benefitsto support your physical and mental well-being, starting day 1️⃣ with Loopio.
We’ll set you up to work remotely with a MacBook laptop 🍏, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.
You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
Participate in 🎤 townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!
Our four activeEmployee Resource Groupsoffer opportunities for employees to learn and connect year-round.
You’ll be a part of an award-winning workplace 🏆with an opportunity to make a big impact on the business.
Questioning your qualifications? Read this ‼️ Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups.
Whether or not your experience ✅ checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.
AI in Recruitment 👩🏻💻 At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (work@loopio.com) should you require accommodations at any point during our virtual interview processes.