Customer Marketing Manager

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society.   

Through a suite of AI-powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards.   

We work with over 80,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30. In 2024 we received substantial backing from K1 Investment Management – the leading B2B Enterprise SaaS investors. We are at the beginning of significant growth, and we’re looking for superb talent to join us on this journey.   

As we grow, we’re fiercely protective of our culture and values. Many of us, including our founders, have families and other priorities, so we know the value of a supportive company.   

The team is diverse and friendly. We value fun: most days you’ll find a social event or learning opportunity to get involved with, including company socials, away days, and philanthropic activities.  

Our Mission 

We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society. 

The Role

We’re looking for a strategic, execution-driven Customer Marketing Manager to accelerate revenue growth from our existing customer base. This is a newly created role at the intersection of marketing, customer success, and sales, with a clear mandate: turn customer engagement into measurable cross-sell and upsell revenue. 

You’ll own the customer growth marketing strategy end-to-end — from lifecycle planning and omnichannel communications to advocacy, events, and re-engagement. You’ll ensure customers are informed, engaged, and primed for expansion opportunities at every stage of their journey. 

This role is ideal for someone who thrives on commercial impact, loves working with data and systems, and is equally comfortable defining strategy and executing hands-on. 

Main Responsibilities

Customer Growth Strategy & Lifecycle Marketing 

• Own the customer marketing strategy to drive expansion revenue across the customer lifecycle, working closely with Customer Success. 

• Partner with Customer Success and Customer Sales to identify whitespace, and in-market accounts and expansion opportunities by product, segment, and behaviour.  

• Expand our contact coverage at customer accounts, engaging new and senior personas with targeted communications to build our brand, make us more sticky, and open the door to more cross-sell opportunities. 

• Partner with Rev Ops to improve customer segmentation data to enable more relevant, personalised communications. 

Customer Communications & Campaign Execution 

• Operationalise customer marketing across channels, systems, and processes to ensure scale and consistency – integrating customers into omnichannel demand generation campaigns with tailored messaging by audience and stage. 

• Own the strategy, governance, and execution of all 1:many customer communication channels, including Planhat, email campaigns, and customer newsletters. 

• Partner with Product Marketing and Customer Success to deliver targeted in-app communications via Pendo. 

• Collaborate with Product Marketing to create assets that support cross-sell, upsell, and product adoption. 

Customer Relationships, Experience & Advocacy 

• Design and execute a differentiated “surprise and delight” motion that strengthens customer loyalty and unlocks future growth. Deliver ‘wow’ moments across the customer journey, including curated onboarding kits, personalised executive outreach, milestone celebrations, and first-board-meeting experiences. 

• Plan and promote customer events such as webinars, roundtables, and user community sessions. Drive VIP engagement by ensuring priority accounts is invited to high-touch, in-person events and experiences. 

• Own customer advocacy programmes, including customer advisory boards, beta communities, and customer awards programmes. Partner with Product Marketing to capture and promote customer success stories, case studies, testimonials, and references. 

 Offboarding, Alumni & Re-engagement 

• Partner with Customer Success to redesign the client/user offboarding motion to preserve the relationship and enrol them into ongoing marketing activity. 

• Partner with Rev Ops to map and track current and former users (using tools like BoardEx) to identify referral opportunities (NB: 57% of our new business has a former user supporting it) and collaborate with Sales on a targeted outbound motion. 

Required Skills and Experience

• 3-5 years in B2B SaaS marketing, with at least 1-2 years focused on customer marketing. 

• Proven track record of running multi-channel marketing programmes / campaigns that directly drive customer expansion revenue. 

• Familiarity with customer advocacy programme development and customer community building. 

• Understanding of account-based marketing (ABM) principles. 
• Strong data analysis and reporting capabilities; comfortable working with CRM and customer data platforms. 

• Experience with marketing automation and customer success platforms (we use HubSpot & Planhat & Pendo) and how to navigate customer data regulations. 

• Experience with customer segmentation, journey mapping, and lifecycle marketing frameworks. 

Personal Attributes 

• Revenue-focused mindset with strong commercial acumen. 

• Excellent project management skills with ability to manage multiple workstreams simultaneously. 

• Self-starter who can work autonomously and drive initiatives forward. 

• Strong cross-functional collaboration skills; comfortable working across Marketing, Sales, Customer Success, and Product Marketing teams. 

• Exceptional attention to detail, with strong organisational and planning capabilities. 

• Private Pension Scheme 
• BUPA Health and Dental insurance (including access to the My BUPA app) 
• Group life assurance: 4x annual salary 
• 26 holiday days per calendar year in addition to Bank Holidays 
• Cycle to work scheme 
• Employee Assistance Program including Bereavement and Probate Helpline 
• AIG Smart Health virtual GP app/wellness platform for employees and dependants, including partner/spouse 
• Eyecare and Flu Jab vouchers