Senior Customer Marketing Manager, Santa Rosa

About Planisware:
Planisware is a leading provider of Strategic Portfolio Management (SPM) solutions, helping organizations connect strategy to execution and drive better business outcomes.
Our platform enables companies to plan, prioritize, and deliver complex initiatives across R&D, IT, and capital projects, with strong adoption across pharmaceutical, medical device, manufacturing, energy, and financial services industries.
With a strong foundation, global presence, and continued growth, Planisware is uniquely positioned to shape the future of portfolio management.
About the role:
We are looking for a Senior Customer Marketing Manager to own and scale our customer marketing strategy, driving engagement, retention, and expansion across our customer base.
This role sits at the intersection of marketing, customer success, and product, with a strong focus on building a thriving customer ecosystem.
You will lead initiatives that turn customers into advocates, deepen product adoption, and unlock upsell and cross-sell opportunities.
You will also play a key role in shaping our customer community through user conferences, Customer Advisory Boards (CAB), and best practice programs.
What You'll Do:
Customer Growth & Expansion Marketing
Design and execute programs to drive upsell and cross-sell pipeline within the existing customer base
Partner with Customer Success and Sales to identify expansion opportunities and target accounts
Develop persona-based messaging and campaigns aligned to customer maturity, use cases, and lifecycle stages
Build scalable customer lifecycle marketing programs (onboarding ? adoption ? expansion ? advocacy)
Community & Engagement Strategy
Build and grow a customer community ecosystem (digital and in-person)
Launch and manage initiatives that foster peer-to-peer engagement and knowledge sharing
Develop engagement programs that increase product adoption and customer stickiness
Create frameworks to identify and activate customer champions and advocates
Customer Programs: CAB & Best Practices Groups
Own and manage the Customer Advisory Board (CAB)
Define strategy, member selection, and agenda
Facilitate sessions and ensure actionable outcomes
Scale Best Practices Working Groups (BPWG)
Capture and distribute insights to broader customer base and internal teams
Translate customer feedback into actionable insights for Product and GTM teams
User Conferences & Customer Events
Lead the strategy and execution of customer-facing events, including flagship user conference
Partner with Events, Product Marketing, and Sales to define themes, content, and customer storytelling
Identify and prepare customer speakers and case studies
Ensure events drive measurable impact on customer engagement, pipeline generation, and advocacy
Customer Advocacy & Content
Build a structured customer advocacy program (references, testimonials, case studies)
Develop compelling customer stories aligned with key industries and use cases
Partner with Product Marketing to integrate customer proof points into campaigns
Support sales with reference programs and customer validation assets
Qualifications:
5-7+ years of experience in Customer Marketing or Lifecycle Marketing in a B2B SaaS environment
Proven track record in driving customer expansion (upsell & cross-sell)
Experience building and scaling customer communities or advocacy programs
Strong experience managing Customer Advisory Boards and executive-level customer engagement
Experience organizing or contributing to large-scale user conferences or customer events
Strong teamwork skills and the ability to effectively work cross-functionally
Strong strategic thinking combined with hands-on execution ability
Excellent communication and storytelling skills
What Success Looks Like:
Increased net revenue retention (NRR) and expansion pipeline contribution
High engagement in customer community programs and events
Strong participation and impact from CAB and working groups
Growth in customer advocacy (references, speakers, case studies)
Measurable improvement in customer adoption and satisfaction
Why Join Us:
Opportunity to build and scale a world-class customer marketing function
Direct impact on revenue growth through expansion
Work with leading global customers across industries
Play a key role in shaping the voice of the customer and influencing product direction
Benefits and Perks:
3 weeks paid vacation
Paid holidays
Up to 4 months maternity leave
Paternity leave
Life, short and long-term disability insurance
Company annual kick-off trip
401(k) plan with company variable contribution
Health, dental, and vision insurance
FSA plan, including employer contribution
Cell phone and internet allowances
Quarterly events/monthly happy hour
Company charitable donation match
Community outreach
Tuition assistance program
Graduate program
This role will be based out of our San Francisco, CA office.
Planisware currently has a hybrid policy of working in-office four days per week, Monday-Thursday, with remote flexibility on Friday.
This is subject to change as the company sees fit.