Customer Marketing Manager – United States – Senior‑Level Customer Retention & Advocacy Lead for brighthush
About brighthush
brighthush is one of the UK’s most trusted privately‑held software powerhouses, powering the day‑to‑day operations of over 100,000 businesses, schools, and accountancy firms. Our flagship solutions are the backbone of 12,000+ schools and the preferred choice of 91 of the top 100 UK accountancy firms. With a proven track record of delivering reliable, scalable software, brighthush has earned a Great Place to Work® certification for its unwavering commitment to employee well‑being, inclusion, and continuous development.
We’re on a rapid growth trajectory, expanding our footprint across the United States and beyond. As we scale, we’re looking for a seasoned marketing professional who can own the entire customer journey in the US, ensuring our clients feel valued, informed, and empowered at every touchpoint.
Role Overview
The Senior Customer Marketing Manager – US is a strategic, hands‑on role that sits at the intersection of customer success, product, and global marketing. Reporting to the UK‑based Customer Marketing Lead, you will design, launch, and optimize end‑to‑end retention, advocacy, and migration programs that keep our US customer base engaged, satisfied, and loyal.
This is a fully remote position based in the United States, offering the flexibility to work from anywhere while collaborating with a global team. You will be the single point of accountability for all US customer journeys, ensuring compliance, timing, and messaging excellence.
Why This Role Matters
In a world where customer churn can erode revenue and brand reputation overnight, your work will directly protect and grow brighthush’s most valuable asset: its customers. By crafting compelling communications around renewals, upgrades, and migrations, you’ll help customers see the true value of our solutions, build trust, and become advocates for the brand.
Key Responsibilities
- Own US Retention Programs: Design and execute multi‑channel retention strategies that reduce churn risk, reinforce long‑term value, and drive upsell opportunities.
- Lead Advocacy Initiatives: Secure testimonials, case studies, and third‑party reviews in partnership with Sales, Product, and Customer Success teams. Turn satisfied customers into brand ambassadors.
- Manage Migration Communications: Plan, sequence, QA, deliver, and monitor all communications related to product upgrades, platform migrations, or major feature rollouts.
- Single Point of Accountability: Own the accuracy, compliance, timing, and escalation of all customer journeys. Ensure every message meets legal, brand, and data‑privacy standards.
- Collaborate with UK Colleagues: Adapt and localize proven frameworks from the UK team to fit the US market, ensuring consistency while respecting regional nuances.
- Cross‑Functional Coordination: Work closely with Product, Renewals, Support, Professional Services, and Marketing Operations to align messaging and timing.
- Analyze & Optimize: Use data and insights to continuously improve engagement, retention, and advocacy metrics. Provide actionable reports to leadership.
- Share Market Insights: Translate US customer feedback into product and marketing strategy recommendations, influencing roadmap decisions.
What This Role Is Not
- Entry‑level or junior marketing position.
- Pure demand‑generation or acquisition role.
- Task‑only execution without ownership.
- Position for candidates lacking prior customer marketing experience.
Essential Qualifications
- 5+ years of experience in customer marketing, lifecycle marketing, or customer communications.
- Proven track record delivering retention, advocacy, or migration programs that drive measurable outcomes.
- Strong stakeholder management skills, with the ability to influence cross‑functional teams.
- Excellent written communication, able to distill complex concepts into clear, engaging copy.
- Experience working autonomously in a remote, global reporting structure.
- Proficiency with marketing automation (e.g., Marketo, Pardot), CRM (e.g., Salesforce), and project management tools (e.g., Asana, Trello).
- High attention to detail and sound judgment in compliance‑sensitive environments.
Preferred Qualifications
- Experience in the SaaS or education technology sector.
- Knowledge of the US market, including regulatory and cultural nuances.
- Familiarity with data‑driven marketing analytics and A/B testing frameworks.
- Experience building and managing a customer advocacy community or program.
Skills & Competencies
- Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
- Project Management – Deliver complex, multi‑phase campaigns on time and within scope.
- Data Analysis – Interpret metrics to uncover insights and drive continuous improvement.
- Collaboration – Work effectively with remote teams across time zones.
- Customer‑Centric Mindset – Put the customer at the heart of every decision.
- Adaptability – Thrive in a fast‑moving, evolving environment.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As Senior Customer Marketing Manager, you’ll:
- Lead high‑impact projects that shape the future of our customer experience.
- Mentor junior marketers and share best practices across the organization.
- Participate in leadership‑level strategy sessions, influencing product and marketing direction.
- Access to continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.
- Clear career path to Director of Customer Marketing or Head of Customer Experience roles.
Work Environment & Culture
brighthush fosters a culture of transparency, innovation, and inclusion. Our remote teams collaborate through modern tools, but we also host quarterly virtual town halls and annual in‑person retreats to strengthen community bonds. We celebrate diversity, encourage experimentation, and reward results with a performance‑based bonus structure.
Compensation & Benefits
While specific figures may vary based on experience, we offer a competitive salary range of USD 85,000 – 100,000 per year, complemented by:
- Health, dental, and vision insurance (US‑based plans).
- 401(k) matching program.
- Unlimited paid time off and flexible working hours.
- Professional development stipend.
- Well‑being support, including mental health resources and wellness reimbursements.
- Equity opportunities for senior leaders.
How to Apply
Ready to make a tangible impact on millions of customers worldwide? Click the Apply button below to submit your resume and cover letter. If you need any accommodations during the application process, let us know – we’re committed to making this opportunity accessible to everyone.
Our Hiring Process
We’ve designed a fair, transparent, and efficient hiring journey. Typical stages include:
- Application Review: Our talent team evaluates your experience and potential fit.
- Initial Phone Call: A brief conversation to learn about your background and share more about the role.
- Skills Assessment: Depending on the role, this may involve a case study, portfolio review, or a short project.
- Final Interview: Meet the team, discuss your vision for the role, and explore how you’ll drive impact at brighthush.
We’ll walk you through each stage at the outset so you can prepare with confidence.
Join brighthush – Where Your Work Makes a Difference
At brighthush, you’ll be part of a mission‑driven organization that values innovation, collaboration, and customer success. Your work will influence millions of users, shape product strategy, and help us maintain our reputation as a trusted partner in the UK and US markets.
We’re excited to hear your unique perspective and experience. Apply today and help us build the next generation of customer‑centric solutions.
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