Senior Customer Marketing Manager – Retention & Advocacy Lead for US Market (Remote)

About brighthush

brighthush is a trailblazer in the enterprise software arena, empowering over 100,000 businesses, schools, and professional service firms across the United Kingdom and beyond. With a portfolio that touches every facet of operational excellence—from accounting and finance to education and workforce management—brighthush has earned the trust of 91 of the top 100 UK accountancy firms and more than 12,000 schools. Our solutions are so integral that they support one in every six UK employees, making us a cornerstone of modern business infrastructure.

Recognised as a Great Place to Work® certified employer, brighthush is celebrated for its unwavering commitment to well‑being, inclusion, and continuous development. We are on a rapid growth trajectory, expanding our global footprint and deepening our impact on the industries we serve. At brighthush, we believe that our people are our greatest asset, and we invest in their professional journeys as much as we invest in our technology.

Role Overview

The Senior Customer Marketing Manager – Retention & Advocacy is a strategic, hands‑on role that will shape the future of customer experience for our United States portfolio. Reporting to the UK‑based Customer Marketing team, you will own the end‑to‑end US customer journey, bridging regional insights with global best practices. This fully remote position demands autonomy, exceptional stakeholder management, and a proven track record in customer marketing.

Why This Role Matters

In a world where customer churn can erode revenue and brand reputation, your work will be the linchpin that protects retention, drives revenue, and nurtures trust across our US customer base. You will orchestrate communications that guide customers through renewals, advocacy, and migration, ensuring they understand the value, the change, and the next steps. Your influence will ripple across the organization, informing product strategy, marketing tactics, and customer success initiatives.

Key Responsibilities

• Own US Retention Programs: Design, launch, and optimize retention initiatives that reduce churn risk and reinforce long‑term value for our US customers.
• Lead Advocacy Efforts: Secure compelling testimonials, case studies, and third‑party reviews in partnership with Sales, Product, and Customer Success teams.
• Drive Migration Communications: Plan, sequence, QA, deliver, and monitor performance of migration programs, ensuring clarity and compliance.
• Customer Journey Accountability: Serve as the single point of ownership for assigned journeys, managing accuracy, timing, escalation, and compliance.
• Collaborate with UK Colleagues: Adapt and localise established frameworks for the US market, ensuring consistency and relevance.
• Cross‑Functional Coordination: Work closely with Product, Renewals, Support, Professional Services, and Marketing Operations to align messaging and execution.
• Data‑Driven Optimization: Analyse program performance, extract insights, and iterate to continuously improve engagement and retention.
• Brand & Compliance Stewardship: Ensure all communications meet brighthush brand guidelines, legal, and compliance standards.
• Market Insight Sharing: Translate US customer insights into actionable recommendations for product and marketing strategy.

What This Role Is Not

• Entry‑level or junior marketing position.
• Net‑new acquisition or demand generation focus.
• Purely execution‑based role without ownership.
• Opportunity for candidates lacking prior customer marketing experience.

Essential Qualifications

• 5+ years of proven experience in customer marketing, lifecycle marketing, or customer communications.
• Demonstrated success delivering retention, advocacy, or migration/change programs.
• Strong stakeholder management and cross‑functional coordination skills.
• Exceptional written communication, able to distil complex topics into clear, engaging narratives.
• Experience working autonomously in a remote or global reporting structure.
• Proficiency with marketing automation, reporting, and project management tools (e.g., Marketo, Salesforce, Knak, Asana).
• High attention to detail and sound judgement in compliance‑sensitive environments.

Preferred Qualifications

• Experience in the SaaS or enterprise software industry, particularly within the UK or US markets.
• Background in B2B customer success or account management.
• Knowledge of data privacy regulations (GDPR, CCPA) and best practices for compliance‑centric marketing.
• Track record of building and scaling customer advocacy programs that drive brand advocacy and referrals.
• Experience with analytics platforms (e.g., Tableau, Power BI) to derive actionable insights.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Project Management & Prioritisation
• Data Analysis & Insight Generation
• Cross‑Functional Collaboration
• Change Management & Adaptability
• Strong Written & Verbal Communication
• Compliance & Risk Awareness

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the markets we serve. As a Senior Customer Marketing Manager, you will:

• Lead high‑impact initiatives that shape the customer experience across a multi‑million‑dollar portfolio.
• Collaborate with senior leaders in Product, Sales, and Customer Success, gaining exposure to strategic decision‑making.
• Mentor junior marketers and cross‑functional teammates, fostering a culture of knowledge sharing.
• Participate in global leadership development programs, including executive coaching, industry conferences, and advanced training.
• Explore lateral moves into Product Marketing, Customer Success Leadership, or Global Customer Experience roles.

Work Environment & Culture at brighthush

brighthush thrives on a culture of inclusivity, innovation, and empowerment. Our remote‑first approach means you can work from anywhere in the United States while staying connected to a vibrant, global team. We celebrate diversity through:

• Regular virtual town halls and cultural exchange sessions.
• Employee Resource Groups that support underrepresented communities.
• Flexible work hours that respect personal commitments.
• Transparent communication channels that encourage feedback and collaboration.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer marketing roles.
• Performance‑based bonuses tied to retention metrics and advocacy outcomes.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Professional development budget for courses, certifications, and conferences.
• Well‑being initiatives such as virtual fitness classes, mental health resources, and wellness stipends.
• Annual company retreats and team‑building events.

How to Apply

Ready to make a tangible impact on millions of customers worldwide? We’re excited to hear your unique perspective and experience. If you need any adjustments during the application process, let us know—we’re committed to making this opportunity accessible for everyone.

Click the button below to submit your application and join the brighthush family.

Apply to This Job

Our Hiring Process

We’ve designed a fair, transparent, and straightforward process to ensure we find the best fit for both you and brighthush. While the exact steps may vary for senior roles, you can generally expect:

• Application Review: Our team evaluates your experience and potential alignment with the role.
• Initial Call: A brief conversation to learn about you and share more about the role and brighthush culture.
• Skills Assessment: A tailored exercise—such as a case study, portfolio review, or strategic exercise—to assess your capabilities.
• Final Interview: Meet the team, discuss your vision for the role, and explore how you’ll create impact at brighthush.

We’ll walk you through each stage at the start of the process so you can prepare with confidence. If you need any accommodations or adjustments during the interview process, please let us know—we’re committed to accessibility for all candidates.