Retention Marketing Manager

Position Summary:

IANS' Marketing team is seeking a strategic and execution-focused Retention Marketing Manager to lead programs that deepen customer engagement, drive retention, and accelerate expansion. In this role, you will build and scale customer marketing initiatives including onboarding journeys, engagement email campaigns, upsell and cross-sell programs and overall client communications.

You'll work cross-functionally with Product Marketing, Sales Enablement, Sales, and Product teams to ensure customers realize value, become champions, and contribute to long-term growth.

Responsibilities

• Customer Engagement & Retention: Develop and execute customer marketing strategies that improve retention, adoption, and satisfaction. Build lifecycle marketing campaigns across onboarding, renewal, and expansion stages.
• Customer Advocacy & Storytelling: Create and scale customer advocacy programs, including testimonials, case studies and referrals. Produce customer-facing assets such as case studies, success stories, and video spotlights.
• Expansion & Growth Support: Support upsell and cross-sell initiatives through targeted customer segmentation and messaging. Collaborate with Product and Sales on customer expansion campaigns Track program impact on pipeline influence and customer revenue growth
• Customer Communications & Community: Own customer communications including newsletters, product updates, and announcements. Ensure master communication calendar aligns with customer needs and product priorities
• Insights & Cross-Functional Collaboration: Partner closely with Product Marketing to translate customer feedback into value-driven messaging. Measure and report performance of customer marketing programs and initiatives

Qualifications

• 4-7 years of experience in customer marketing, lifecycle marketing, or retention-focused roles
• Proven success building and executing customer engagement, advocacy, or retention programs
• Exceptional written and verbal communication skills, with an eye for value driven messaging.
• Highly collaborative - enjoy working cross-functionally and influencing across departments.
• Familiarity with tools such as HubSpot, Salesforce, Gong, Outreach or other marketing automation platforms
• Data-driven mindset with strong reporting and analytical skills