Customer Marketing Lead

Who we are:

SaaS Labs is a global SaaS company automating high-volume prospect and customer communications for sales and support teams at over 7000 growing businesses. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), EasyCalendar (Scheduling Software), CallPage (Callback Automation), and CallRoot (Call Tracking and Analytics).

SaaS Labs is a diverse international team with over 300 passionate problem solvers. With innovation, experimentation and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).

About the role:

At SaaS Labs, Customer Marketing focuses on retaining and growing our customer base, while also providing references and customer case studies for our sales and customer success teams. We are seeking an experienced and passionate Customer Marketing Lead to create and execute the marketing strategy across product adoption, upsell opportunities, customer communication, and advocacy programs.

What you'll do:

Customer Marketing Strategy:

Working closely with Product Marketing and Customer Success, identify upsell whitespace opportunities by major customer segments and develop strategies to maximize upsells and minimize churn. Campaign Asset Development:

Guide content marketing team to ensure delivery of compelling customer marketing content, including demos, eBooks, ROI tools and webinars. Campaign Strategy & Execution:

Develop multi-channel campaigns to improve product adoption, increase upsells and reduce churn. Customer Advocacy Programs:

Define and execute customer advocacy programs to encourage referrals, capture customer testimonials, identify customer spokespeople/champions and create customer case studies. Create a customer reference program to provide live customer references to the sales team. Customer Advisory Boards (CABs):

Working closely with PMM and Product, organize regular CABs to develop deep relationships with key customers and to collect detailed product feedback. Customer Review Websites:

Manage peer-to-peer customer websites (e.g., G2 Crowd) to maximize customer satisfaction ratings. Analytics and Reporting:

Track and report on key customer marketing KPIs, including iterating on messaging and content to improve conversions in the customer marketing and success funnel. Team Leadership:

Build, develop and lead a high-performing customer marketing team. Foster a growth mindset with a focus on creativity, collaboration, and continuous improvement. Who you are:

Education:

You have a Bachelor's degree in marketing, business or a related field. Customer Marketing Experience:

You have 4+ years of customer marketing experience in B2B SaaS, with proven results in executing customer campaigns and developing customer advocacy programs. Leadership Experience:

You have 2+ years of experience managing high-performance customer marketing teams with a track record of success in increasing upsells and reducing churn. While you may have led teams in the past, you are equally comfortable rolling your sleeves to complete tasks yourself, if needed. Exceptional Communicator:

You possess exceptional communication and story-telling skills (written, verbal, visual) in English, both for internal and customer audiences. Marketing Tools:

You have experience using Salesforce, HubSpot and Tableau. Analytical:

You have strong analytical skills with the ability to leverage both qualitative and quantitative "evidence" to inform decisions and measure performance. Entrepreneurial:

You are self-directed with an entrepreneurial approach and passion, a sense of urgency and a bias for action. Bonus points:

Customer Segments:

You have marketed to both SMB and Mid-Market sized customers. Domain Expertise:

You have experience in the CCaaS or related markets. Certifications:

You have Salesforce, HubSpot, or ABM platform certifications.