Manager, Customer Marketing



Marketing & Communications, Customer Service
Canada · United States · Remote
Posted on Tuesday, June 18, 2024
Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.
As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again.
If you're excited by AI, ChatGPT, LLMs and want to make an impact with other great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.
We are seeking a Customer Marketing Manager who is passionate about working with customers and telling emotionally engaging stories that reinforce product and brand differentiation. In this role you will build and scale our customer marketing function, and be responsible for infusing the perspectives of our customers into all marketing channels. In addition to partnering with our content and design teams to develop customer case studies and video testimonials, you will develop a program that drives consistent, high quality customer participation in reference calls, podcasts, and events.
This position is designed for a dynamic marketer who excels at working cross-functionally, has a high bar for quality, and is passionate about the impact that AI can have for our customers.

What You'll Do

  • Create and maintain a customer advocacy program: Develop a holistic program that engages the right customers at the right time to ensure we have the references and testimonials needed to support our GTM across key industries and use cases
  • Develop customer content that cuts through the noise: Develop and execute on innovative new ways to tell our customers’ stories that go beyond stereotypical SaaS case study testimonials
  • Manage customer approvals: Partner with our customers and their marketing communications / PR teams to drive buy-in on telling their story across marketing channels (e.g. PR, case study, event speaking, etc.)
  • Manage customer engagement at events: Oversee customer participation and engagement with customer-specific programs, including our customer advisory board and our customer conference, Resolve

What You'll Bring

  • Proven Experience in Customer Marketing: Demonstrable experience in developing and executing a successful customer marketing program within a B2B SaaS company
  • Creative and Strategic Thinking: A blend of creativity and strategic thinking, capable of crafting innovative new ways to tell customer stories in partnership with our content marketing and design teams
  • Excellent Communication Skills: Strong written and verbal communication skills, capable of crafting clear and engaging messages across a variety of content mediums
  • Team Collaboration: Experience working collaboratively across different teams, including content, design, customer success, and demand generation
For all full-time employees, we offer:
🏠 Remote working environment that respects time zone differences
💸 Highly competitive salaries, equity, and for US Employees, a 401(k) plan
🏥 Top of the line healthcare (medical, vision, and dental)
🏋️ Health and Wellness Perk
🖥️ Equipment Stipend
🌴 Flexible vacation policy
✈️ Amazing team trips & offsites where you can find our CEO baking bread for the team
🌺 Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years
Our Values
Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.
Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.
Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.
Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.
Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at hr@replicant.ai and we’ll work to meet your needs.