Customer Marketing Manager

• Role: Customer Marketing Manager (coordinator role)

• Scope: Responsible for developing and the continuous improvement of our digital customer journey, particularly on our low-touch customers

• Language requirement: Fluent in English and Dutch (hard requirement) 

• Level: Medior/ Senior

• Location: Ghent, Belgium or Amsterdam, the Netherlands (hybrid working model)

• Timing: ASAP

Who are we and why should you care?

Teamleader is a SaaS scale-up founded in 2012 in Ghent, Belgium and since 2022, part of the Visma Group. Our goal is to automate and simplify work for small and medium European businesses. With Teamleader Focus, we simplify work for small businesses by offering an all-in-one solution for CRM, project management and invoicing. Teamleader Orbit, acquired in 2019, focuses on helping medium-sized agencies thrive. In 2022, we acquired Vectera, which provided our Customer Meeting add-on. Find out more about Teamleader as a company, our products and why you should consider applying, here.

We're looking for a Customer Marketing Manager to join us on our mission

• You will be responsible for developing and the continuous improvement of our digital customer journey, particularly on our low-touch customers (representing 80% of our current customer base), working on:

  • Improving (the first year) retention

  • Reducing customer churn and contraction

  • Identifying and creating growth opportunities

• You will own the entire digital customer success experience, with the main focus on product adoption (new and existing features), customer engagement, education and advocacy

• You use data and analytics to measure the effectiveness of initiatives and drive continuous improvement. You will confidently present findings and progress to leadership

• Together with your team, you will create meaningful, timely interactions, using methods such as customer journey mapping, empathy maps and service design principles, that guide our customers seamlessly through their journey with our product. Our brand is bold, simple and human and we also want our customer interactions to be that way

• You get your energy out of translating the customer success strategy into actionable plans, combine it with rolling up your sleeves yourself, taking on operational tasks, delegating effectively, and enjoying taking action and initiative

• You set up successful customer marketing campaigns and can produce engaging content (both written & video) and can balance executing quickly with delivering high-quality content

• You will lead a team of 3 digital customer success professionals (customer education, content management and digital customer success), providing guidance, support, and mentorship to ensure team success and development

• You will collaborate closely with your peers in the Customer Success leadership and department and with other teams like marketing, product, data, to drive digital initiatives and contribute to overall business growth.

Why others chose Teamleader: we're lively, not corporate

You'd be a great fit for this role, if you:

• You have a strong affinity and ideally some experience within a B2B SaaS environment like Teamleader. 

• Have experience in digital programs, customer marketing, community engagement or related experience, background in marketing is a plus

• You’re passionate about customers, about customer success and driving one to many scaled customer success

• You have knowledge and a proven track record in email campaigns, in-app experiences, webinars/events, …

• You have experience with defining and leading digital engagement strategies (i.e. journey creation, content marketing, etc.)

• Strong verbal and written communication skills, 

• You're fluent in English and Dutch; you are also able to proofread in Dutch. Knowledge of other languages like French or German are a plus

• You embody a hands-on, proactive, growth mindset

• You are enthusiastic about leveraging new technologies & tools such as AI, actively upskilling your team members to enhance efficiently and creatively

• Knowledge of tools like Hubspot, Planhat, Zendesk, Wistia, video editing & AI tools is a plus

Interested? Questions? Get in touch!