Grexit - Manager - Customer/Product Marketing

About us:

Hiver offers teams the simplest way to offer outstanding, personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We're a top-rated product on G2 and rank very highly on customer satisfaction.

At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers. We're profitably run and are backed by notable investors. K1 Capital led our most recent round of $27 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.

Opportunity :

Manager - Product Marketing (Customer Growth) role at Hiver is an exciting and impactful opportunity for professionals who are passionate about driving growth and innovation within a high-growth SaaS company. This role will be pivotal to Hiver's continued growth and success, requiring strategic acumen, creativity, and a customer-centric approach.

What you'll be working on?

Lifecycle Marketing and Customer Growth Strategies:

- Lead and execute creative growth strategies spanning customer onboarding, expansion, engagement and retention initiatives, directly impacting Hiver's growth and success.

- Craft compelling customer growth campaigns across email, website, in-product, webinars, and communities.

- Develop onboarding nurture programs for the first 90 days post purchase

Revenue Expansion Programs:

- Partner with product marketing, customer success, and sales teams to identify cross-sell and up-sell opportunities.

- Plan and execute targeted campaigns to showcase the value of Hiver products to existing customers across in-product, email, webinar, events, and other channels.

- Expand to newer buying centers in Hiver's customer base to introduce new revenue opportunities

Content Creation and Management:

- Develop compelling customer wins and success stories through case studies, videos, and social media content

- Manage and optimize customer content in Sales and Customer Success enablement and ensure consistent brand compliance across all customer-facing materials

- Create and manage the customer newsletter to communicate and engage with customers on a regular basis.

- Lead ideation and delivery of customer events and initiatives, including customer roundtables, user conferences, and more.

Customer Advocacy Programs:

- Lead a Customer Advocacy/Community Program to identify and nurture relationships with strategic customers

- Drive advocacy initiatives such as reference programs, reviews, and testimonials.

- Create thought leadership opportunities for key advocates and develop platforms for customer success storytelling

- Celebrate key customer milestones (e.g., project go-lives, achieving business outcomes).

- Collaborate with internal teams to create communication plans that highlight these achievements.

- Create a customer education program to certify customers on Hiver's products and services

Product Adoption and Customer Retention:

- Develop a feature adoption and health score framework for Hiver customers to decrease the likelihood of churn and improve product stickiness.

- Create and implement strategies to drive feature adoption among existing customers to prevent churn 0-90 day churn and beyond.

- Implement retention strategies, reducing churn, and increasing ARR while improving the customer onboarding experience.

- Implement personalized initiatives to reduce churn and increase customer lifetime value (CLV).

- Gather and analyze customer feedback through surveys, interviews, and reviews to identify needs and pain points.

- Leverage insights to guide product improvements and refine marketing strategies.

We are looking for a candidate with:

- MBA in Marketing or Business: Preference for candidates with an MBA degree in Marketing or Business, and 6+ years of experience in product marketing or customer marketing at SaaS companies.

- Analytical & Strategic bend of mind: Proficient in data analysis, strategic thinking, and ROI-focused marketing.

- Customer-Centric approach: Deep understanding of customer needs and behaviors for effective customer growth and retention.

- Proficiency in Content Creation: Ability to create engaging customer education content, including product videos, webinars, product 1-pagers, how-to guides, product courses etc to support feature adoption and revenue growth.

- A customer-obsessed story-teller: You have deep empathy for customers and users, and are able to adapt how you communicate to best reach and engage your audience through customer education and advocacy programs.

- Ability to understand SaaS product offering its features, and its competitive landscape to effectively communicate its value to customers.