Customer & Field Marketing Manager

Job Title

Customer & Field Marketing Manager (Advocacy + Events)

What You’ll Do

Customer Marketing & Advocacy (Retention/Expansion + Proof)

• Stand up Customer Marketing as a true function: operating cadence, KPI framework, and clear alignment across Customer Experience, Account Management, Product Marketing, and Product.
• Build a sales-ready customer reference program (matching, scheduling, tracking, customer recognition) that reduces time-to-reference.
• Launch a referral program that turns happy customers into predictable introductions (clear qualification criteria + simple rewards).
• Capture customer outcomes quickly and consistently (lightweight story capture and proof points to support campaigns, sales, and market leadership claims).
• Partner with AM/CX to launch lifecycle plays that drive expansion (usage nudges, add-on prompts, QBR/ROI packaging).
• Coordinate onboarding communications and adoption motions across teams to improve activation, onboarding speed, and onboarding NPS.
• Own a closed-loop NPS/CSAT rhythm (collection → insights → actions → follow-up), ensuring customers see their feedback drive action.

Field Marketing & Experiences (Pipeline + Content)

• Own the FY26 events and experiences operating plan aligned to Roofing pipeline goals and content needs.
• Operationalize a monthly “Roofing Momentum” go-live celebration + local meetup series that improves customer experience while generating local demand.
• Run a monthly webinar program with strong conversion paths (demo bookings + nurture).
• Execute a Roofing-first field event portfolio (regional + national) with a focus on consistent pipeline creation and healthy unit economics.
• Implement an event measurement + follow-up SLA (lead capture → routing → outreach → SAL) in partnership with Sales/RevOps.
• Work with Partner Marketing on co-event motions (co-hosted webinars or in-person activations) to drive Partner/Alliances pipeline.
• Support production of our regular “Raise the Roof” Facebook livestream events by managing guest roster, run-of-show planning, and assets.

Scale Through Systems + AI

• Use AI and templates to increase throughput (event comms, run-of-show, segmentation drafts, nurture copy, landing pages, post-event reporting, VOC synthesis) without increasing headcount.
• Build repeatable playbooks so programs become easier and more scalable over time.

Cross-Functional Partners You’ll Work With

Customer Experience, Account Management, Partner Marketing, Sales, RevOps, Partnerships, Product Marketing, and Product.

What Success Looks Like (Examples of Metrics)

• Roofing Momentum program running monthly with consistent attendance, customer advocacy participation, and measurable pipeline influence.
• Reduced time-to-reference and increased reference utilization by Sales.
• Predictable referral-driven introductions from qualified customer advocates.
• Webinar and field event programs generating demo bookings and pipeline at target unit economics.
• Documented event measurement and follow-up SLA with improving conversion to Sales Qualified Lead.
• Increased volume and velocity of customer proof assets (short clips, quotes, mini-stories) used by Sales and Marketing.