Senior Manager, Customer Marketing & Advocacy

Position Overview Gravyty helps institutions build stronger connections with the students, alumni, donors, and communities they serve. We’re looking for a Senior Manager, Customer Marketing & Advocacy to help bring that same spirit of connection to our customer experience. In this role, you’ll own the strategy and execution of customer marketing programs that deepen relationships, increase product adoption, strengthen retention, and turn satisfied customers into active champions. You’ll build thoughtful customer journeys, create useful and engaging communications, elevate customer voices, and help teams across Gravyty better understand what our customers need, value, and love. This is a highly cross-functional role for someone who can blend strategy, storytelling, customer empathy, data, and execution. You’ll partner closely with Customer Success, Product, Sales, and Marketing to ensure every customer touchpoint feels timely, helpful, human, and tied to measurable outcomes. Responsibilities ● Develop and lead the end-to-end customer marketing strategy tied to adoption, retention, expansion, advocacy, and customer satisfaction goals. ● Build customer journey and lifecycle programs across onboarding, adoption, renewals, migrations, product launches, expansion opportunities, and key moments in the customer experience. ● Segment customer communications by audience, product, lifecycle stage, use case, institution type, and customer maturity to ensure messages are relevant and actionable. ● Own and manage the customer communications calendar in close partnership with Product, Customer Success, Sales, and Marketing. ● Create customer-facing content including case studies, testimonials, customer stories, product guides, blogs, newsletters, webinars, educational materials, and adoption resources. ● Lead customer education programs, workshops, webinars, and enablement campaigns that help customers get more value from Gravyty solutions. ● Partner with Customer Success and Sales to identify customer health signals, expansion opportunities, renewal needs, and advocacy moments. ● Design and scale customer advocacy programs including references, reviews, speaking opportunities, peer connections, champion networks, and customer storytelling. ● Partner with event marketing to create meaningful customer engagement, education, and advocacy opportunities at conferences, trade shows, customer events, and industry gatherings. ● Run Voice of Customer programs, Customer Advisory Boards, surveys, interviews, and feedback loops that surface actionable insights for Product, Marketing, Sales, and Customer Success. ● Translate customer insights into recommendations that inform product roadmap, positioning, messaging, enablement, and go-to-market strategy. ● Track, analyze, and report on customer marketing performance, including engagement, adoption, advocacy, retention influence, expansion influence, customer satisfaction, and content effectiveness. ● Use AI-powered tools to improve customer segmentation, campaign development, content creation, personalization, insight generation, and program efficiency. Qualifications ● BA in Marketing, Communications, Business, or equivalent experience. ● 4–8 years of experience in customer marketing, lifecycle marketing, product marketing, customer success, or related B2B SaaS roles. ● Experience building customer marketing programs that support adoption, retention, expansion, advocacy, and customer engagement. ● Strong writing, storytelling, editing, and messaging skills, with the ability to turn customer outcomes into compelling narratives. ● Experience producing customer stories, webinars, lifecycle campaigns, newsletters, educational content, and advocacy programs. ● Comfort working with customer data, campaign performance, engagement metrics, and customer health indicators to guide strategy and optimize programs. ● Strong project management skills with the ability to manage multiple programs, stakeholders, deadlines, and dependencies. ● Collaborative, curious, and customer-obsessed, with comfort working across Product, Customer Success, Sales, Marketing, and Events. ● Familiarity with marketing automation, CRM, webinar, community, customer engagement, review, and AI-powered marketing tools. ● Deep knowledge of higher education, advancement, enrollment, student success, alumni engagement, fundraising, or education technology strongly preferred. What Success Looks Like ● Customers receive communications that feel valuable, relevant, timely, and human. ● Customer marketing programs help increase adoption, strengthen retention, and support revenue expansion. ● Gravyty has a growing community of customer champions, advocates, references, reviewers, and storytellers. ● Customer stories and insights are consistently used to strengthen messaging, campaigns, product strategy, and go-to-market plans. ● Customer Success, Sales, Product, and Marketing have clear visibility into customer marketing programs, priorities, performance, and impact. ● Voice of Customer programs surface clear, actionable insights that help Gravyty better serve institutions and the communities they support. ● Gravyty customers feel more connected, more supported, and more equipped to achieve meaningful outcomes with our solutions.