Sr. Product Marketing Manager, Customer Retention

Responsibilities

Partner with Customer Success and Marketing to develop and execute marketing initiatives focused on increasing customer retention, reducing churn and improving product engagement across key customer segments

Craft clear, benefit-driven messaging that reinforces the ongoing value of Core Email Protection to existing customers, tailored by persona, use case and lifecycle stage (e.g. onboarding, adoption and renewal)

Create product-focused content such as onboarding guides, product update communications, best practice tutorials and renewal collateral

Collaborate with Customer Success and Product to launch new features with programs, content and in-app experiences that drive meaningful usage and retention

Work with Customer Success and Marketing teams to design and execute customer campaigns and communications that support onboarding, adoption and renewal journeys

Gather insights from customer feedback, usage data and interviews to inform marketing strategies, improve messaging and identify retention risks

Work with Customer Reference Marketing, Customer Success and Sales to identify and nurture advocates and build customer stories, case studies and testimonials that reinforce Proofpoint’s value.

Partner with Finance, Customer Success and Product to monitor and report on KPIs such as churn rate, NPS, product usage and other engagement metrics

Qualifications

Strong ability to translate complex product capabilities into compelling, customer-centric messaging

Strong understanding of email security challenges, including phishing, malware and BEC

Demonstrated experience developing and executing retention or post-sale engagement strategies across onboarding, adoption and renewal customer lifecycle stages

Excellent written, visual and verbal communication skills with the ability to create compelling, value-based content across a variety of customer stakeholders (e.g. CISOs, CIOs, Directors / Managers, practitioners)

Exceptional cross-functional collaboration, stakeholder management skills and experience partnering with Customer Success, Product and Renewals Sales

Analytical mindset with a bias toward action and getting things done

Ability to work independently and adapt quickly

6+ years of product marketing, lifecycle marketing or customer marketing experience to enterprise IT or security, with at least 2 years in a senior-level or strategic role

BS / BA required, preferably in business or technical concentration

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