Senior Manager, Customer Marketing

  • Firmex
  • Toronto, ON, Canada
  • Mar 25, 2022
Full time Marketing

Job Description

Firmex is a global provider of virtual data rooms and a secure document sharing platform. From its Toronto office, the company helps run over 10,000 new data rooms a year with more than 75,000 companies worldwide trusting Firmex as their virtual data room provider. Millions of documents are exchanged each year using Firmex, supporting processes that include financial transactions, mergers and acquisitions, corporate governance, regulatory compliance, litigation, and procurement. For more information, go here.


Our spacious office in the Queen and Spadina neighborhood is conveniently located for city-dwellers and commuters alike, and features an indoor bike room and a dog friendly environment.

A little bit about the role:

As a Senior Manager, Customer Marketing for Firmex, you will develop a world-class customer marketing and advocacy program for Firmex’s user base to support retention & upsell revenue targets, and increased referral lead generation. You will have expert understanding of digital marketing, loyalty marketing, and content marketing disciplines and will have exceptional analytical skills and experience that spans all aspects of demand generation including strategy, planning and program execution. Most importantly, you’ll help us explore new ways to grow our base of active and loyal product users and be responsible for the day-to-day management of the related marketing programs including execution, optimization and reporting.


We're looking for a driven Senior Manager, Customer Marketing who will:
  • Develop and launch a world-class customer marketing and advocacy program for Firmex’s user base to support retention & upsell revenue targets, and increased referral lead generation.

  • Working alongside Account Management and Customer Success teams to produce relevant communications for users at all stages of the Customer lifecycle.

  • You’ll be responsible for the hiring, training, development and performance management of direct reports.

  • Manage the creation of customer assets and evidence to support loyalty marketing programming including: case studies, customer references and referrals, awards, testimonial videos, web content, slides, data about customers, quotes and other sales tools that effectively support sales and marketing.

  • Develop an effective process using CRM and Marketing Automation tools to manage relationships with customers & product users

  • Work with the Marketing team to develop customer communications and marketing campaigns to build relationships, increase cross-sell/upsell opportunities and encourage customer advocacy.

  • Monitor and report on the performance of your communication programs, including traction against ROI goals to assess successes and gaps

Here's how we know you are the next Senior Manager, Customer Marketing:

  • Minimum 5 years’ experience, preferably in SaaS, with end-to-end customer facing and marketing experience

  • Successful experience working with customers to engage them in primary research, work with them to develop content, and interview them for asset development

  • Strong verbal and written communication skills

  • Must be heavily analytical and driven on metrics, using data as key measurement for decision making.

  • Strong knowledge of digital marketing strategies and content marketing strategies

  • Ability to juggle multiple priorities and manage extended cross-functional teams of contributors and subject matter experts.

  • Ability to deliver and take initiative with minimal supervision in a highly collaborative, fast-paced, changing environment.

  • Must be an innovative opportunity finder and creative problem solver, able to put ideas into action.