📌 Core Information
🔹 Job Title: Senior Manager, Customer Marketing
🔹 Company: SurveyMonkey
🔹 Location: Ottawa, Canada
🔹 Job Type: Hybrid (1 day per week in-office)
🔹 Category: Marketing
🔹 Date Posted: April 11, 2025
🔹 Experience Level: 8+ years in B2B SaaS
🔹 Remote Status: On-site (Hybrid)
🚀 Job Overview
Key aspects of this role include:
- Developing and executing customer marketing strategies to enhance experience and drive growth
- Creating compelling customer narratives through testimonials, case studies, and events
- Collaborating cross-functionally with marketing, sales, and customer success to integrate customer stories
- Growing and leading a high-performing team focused on customer education, expansion, and advocacy
ASSUMPTION: This role requires a strategic thinker with a strong customer focus and proven leadership skills to drive customer marketing initiatives and impact business growth.
📋 Key Responsibilities
✅ Build a vision and strategy for customer marketing, including journey mapping and key touchpoints to enhance experience and impact
✅ Create compelling customer narratives via testimonials, case studies, UGC, and speaking engagements
✅ Collaborate with marketing, sales, and CS to integrate customer stories across campaigns
✅ Establish a brand ambassador program to empower advocates to share best practices and host events
✅ Oversee/optimize customer reviews on G2, TrustPilot, and Gartner to boost brand reputation
✅ Lead customer education initiatives, including video & written content creation and a certification program
✅ Execute cross-sell/up-sell campaigns across email, social, paid, webinars, and in-product channels
✅ Grow SurveyMonkey’s YouTube channel focused on organic reach and engagement
✅ Formalize “surprise and delight” programs like gifting and customer awards
✅ Manage customer marketing budget, reporting, and ROI analysis with finance/analytics
✅ Lead and grow a high-performing, curious, creative, and improvement-driven team
ASSUMPTION: This role involves a mix of strategic planning, creative content development, cross-functional collaboration, and team leadership to drive customer success and business growth.
🎯 Required Qualifications
Education: Bachelor's degree in Marketing, Business, or a related field
Experience: 8+ years in B2B SaaS with expertise in customer education, expansion, and advocacy
Required Skills:
- Proven impact on metrics like adoption, self-serve upgrades, and expansion pipeline
- Strong cross-functional collaborator with sales, CS, and marketing to scale customer programs and content
- Experience implementing customer education and community tech stacks
- Analytical skills with Salesforce, Tableau, and Amplitude preferred
- Strong communicator skilled at navigating global, complex organizations and driving alignment
Preferred Skills:
- Experience with PLG (Product-Led Growth) strategies
- Fluency in multiple languages
ASSUMPTION: Candidates should have a strong background in B2B SaaS customer marketing and proven leadership skills to excel in this role.
💰 Compensation & Benefits
Salary Range: $150,000 - $180,000 USD (Based on experience and market rates for Senior Manager roles in B2B SaaS)
Benefits:
- Competitive health, dental, and vision insurance
- 401(k) matching and employee stock purchase plan
- Generous time off and flexible work arrangements
- Learning and development opportunities
- Employee resource groups and community involvement
Working Hours: Full-time (40 hours/week) with flexible hours and the ability to work remotely 4 days a week
ASSUMPTION: The salary range is estimated based on market rates for Senior Manager roles in B2B SaaS and may vary depending on the candidate's experience and skills.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically survey and form creation tools
Company Size: 1,001-5,000 employees, offering a large, established environment with opportunities for growth and collaboration
Founded: 1999, with a rich history of innovation and customer focus
Company Description:
- Trusted by millions of users worldwide, from startups to Fortune 500 companies
- Combines powerful capabilities with intuitive design to serve various use cases
- Offers built-in research expertise and AI-assisted technology for data-driven decision-making
Company Specialties:
- Survey and form creation tools
- Customer experience and employee engagement solutions
- Market research and data analysis
Company Website: surveymonkey.com
ASSUMPTION: SurveyMonkey is a well-established company with a strong reputation for providing valuable tools and insights to businesses and organizations worldwide.
📊 Role Analysis
Career Level: Senior Manager, with opportunities for growth and leadership within the customer marketing team
Reporting Structure: Reports directly to the Senior Director of Product and Lifecycle Marketing
Work Arrangement: Hybrid, with 1 day per week required in the Ottawa office
Growth Opportunities:
- Expanding the customer marketing team and taking on additional responsibilities
- Transitioning into a leadership role within the broader marketing organization
- Exploring opportunities within other departments, such as product or sales
ASSUMPTION: This role offers a unique opportunity to grow and develop within a dynamic and innovative company.
🌍 Location & Work Environment
Office Type: Modern, collaborative workspace with on-site amenities
Office Location(s): 200 Laurier Ave W, Ottawa, Ontario K1P 6M7, CA
Geographic Context:
- Ottawa is the capital city of Canada, offering a mix of urban and rural living
- Known for its vibrant tech industry, cultural attractions, and outdoor activities
- Home to a diverse and multicultural population, with a strong focus on work-life balance
Work Schedule: Full-time (40 hours/week) with flexible hours and the ability to work remotely 4 days a week
ASSUMPTION: Ottawa offers a dynamic and engaging work environment, with a strong focus on work-life balance and professional growth.
💼 Interview & Application Insights
Typical Process:
- Phone or video screen with the hiring manager
- Behavioral and situational interview with the marketing leadership team
- Case study or project presentation, followed by Q&A
- Final interview with the senior leadership team
Key Assessment Areas:
- Customer focus and understanding of customer needs
- Strategic thinking and problem-solving skills
- Leadership and team management abilities
- Cross-functional collaboration and communication skills
Application Tips:
- Highlight relevant customer marketing experience and achievements in your resume
- Tailor your cover letter to demonstrate your understanding of SurveyMonkey's products and customers
- Prepare for behavioral and situational interview questions, focusing on your ability to drive customer success and business growth
ATS Keywords: Customer Marketing, B2B SaaS, Customer Education, Customer Advocacy, Cross-Functional Collaboration, Strategic Thinking, Leadership, Team Management, Customer Satisfaction, Growth Strategy
ASSUMPTION: The interview process will focus on assessing the candidate's customer focus, strategic thinking, leadership skills, and ability to drive business growth through customer marketing initiatives.
🛠️ Tools & Technologies
- Salesforce
- Tableau
- Amplitude
- G2, TrustPilot, and Gartner review platforms
- YouTube and other social media platforms
- Customer education and community tech stacks (e.g., LearnUpon, MindTickle)
ASSUMPTION: The required tools and technologies for this role are primarily focused on customer marketing, with a mix of CRM, analytics, and content creation platforms.
👔 Cultural Fit Considerations
Company Values:
- Curiosity
- Integrity
- Customer Obsessed
- One Team
- Accountability
Work Style:
- Collaborative and cross-functional
- Data-driven and results-oriented
- Adaptable and open to feedback
- Committed to continuous learning and improvement
Self-Assessment Questions:
- How do you align with SurveyMonkey's core values, particularly 'Customer Obsessed' and 'One Team'?
- How comfortable are you working in a hybrid environment, balancing remote work and in-office collaboration?
- How do you approach continuous learning and improvement in your role?
ASSUMPTION: SurveyMonkey values a customer-focused, collaborative, and adaptable work environment, with a strong emphasis on continuous learning and improvement.
⚠️ Potential Challenges
- Managing a remote team and balancing the needs of both in-office and remote employees
- Prioritizing and executing multiple customer marketing initiatives simultaneously
- Adapting to changes in the market and customer needs
- Ensuring consistent and high-quality customer experiences across various touchpoints
ASSUMPTION: These challenges require strong leadership, strategic thinking, and adaptability to ensure the success of customer marketing initiatives.
📈 Similar Roles Comparison
- Unlike other customer marketing roles, this position focuses heavily on customer education and advocacy, rather than purely demand generation
- SurveyMonkey's customer base spans various industries and sizes, requiring a broad understanding of customer needs and market trends
- This role offers opportunities for growth and leadership within the customer marketing team and the broader marketing organization
ASSUMPTION: This role is unique in its focus on customer education and advocacy, offering a blend of strategic thinking, creative content development, and team leadership.
📝 Sample Projects
- Developing and executing a customer education campaign to improve product adoption and satisfaction
- Creating a brand ambassador program to empower customers to share best practices and host events
- Optimizing customer reviews on G2, TrustPilot, and Gartner to boost brand reputation and drive growth
ASSUMPTION: These sample projects demonstrate the strategic and creative nature of the customer marketing role, focusing on driving customer success and business growth.
❓ Key Questions to Ask During Interview
- How does this role fit into the broader customer marketing strategy and organization?
- What are the key priorities for the first 90 days in this role?
- How does SurveyMonkey support the growth and development of its employees?
- What are the most significant challenges facing the customer marketing team, and how can this role address them?
- How does SurveyMonkey measure the success of its customer marketing initiatives?
ASSUMPTION: These interview questions focus on understanding the role's strategic fit, priorities, and opportunities for growth and impact.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant customer marketing experience and achievements
- Prepare for behavioral and situational interview questions, focusing on your ability to drive customer success and business growth
- Research SurveyMonkey's products, customers, and market position to demonstrate your understanding of the company and its offerings
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.