Sr. Customer Marketing Manager

About Us

About Us

Since 1965, The Harris Poll has been a leader in research, polling millions of people on the trends that are shaping our modern world. Harris Quest is a suite of technology for researchers, built from decades of empowering marketers with real-time, trusted insights.

Harris Insights & Analytics is a strategic marketing consultancy that delivers social intelligence for transformational times. Powered by consumer insight, cultural trends and data, we blend art and science to shape Fortune 100 brands, new products, and customer strategy.

Overview

Role Overview

We are seeking a Customer Marketing Manager to build and execute customer engagement programs that drive retention, expansion, and growth across our customer base. This role will partner closely with Customer Success, Professional Services, Sales, and Business Leadership to design scalable programs that drive retention, cross-sell, and upsell, and plan and execute customer events, including our customer advisory board.

Responsibilities

Key Responsibilities

Customer Engagement & Retention

Design and implement a customer engagement program focused on improving retention and long-term customer value

Partner with Customer Success to align engagement programs with lifecycle milestones and health indicators

Upsell, Expansion & Cross-Sell Programs

Build and execute upsell and expansion campaigns aligned to growth goals

Develop cross-sell plans that support both software and services revenue objectives

Collaborate with Sales and Professional Services to ensure messaging and timing are aligned

Customer Events & Community

Plan and execute two in-person customer events in the US (end-to-end ownership)

Support Customer Advisory Board (CAB) planning, logistics, agendas, and follow-up

Customer Advocacy & Content

Identify, capture, and produce customer stories and testimonials (written, video, and live)

Support planning and execution of customer webinars, including content development and speaker coordination

Cross-Functional Collaboration & Execution

Work closely with Customer Success, Professional Services, Marketing, and Business Leadership

Track program performance and report impact on retention, expansion, and engagement

Qualifications

Required Qualifications

• 5+ years of experience in customer marketing, lifecycle marketing, or customer engagement roles

  Proven experience driving retention, upsell, and cross-sell programs

  Hands-on experience planning and executing in-person customer events

  Strong project management and cross-functional collaboration skills

  Excellent communication and storytelling capabilities

  Ability to operate independently as a contractor

  Based in North America; ability to travel within the US

Nice-to-Have Qualifications

• Executive presence - able to talk with CMO and Insight leaders

  Experience supporting Customer Advisory Boards

  Experience marketing both software and professional services

  Webinar production and customer advocacy program experience