Principal Customer Marketing Manager

Principal Customer Marketing Manager

Principal Employee Communications Manager

Req ID

FY24|S&M|#6131

Location(s)

Atlanta, Georgia, USA; Portland, Oregon, USA; San Francisco, California, USA;

Work arrangement(s)

Fully Remote (works exclusively from home)

Your opportunity

The Customer Marketing team brings the heart and soul of New Relic to life by putting our customers' voice at the center of everything we do as a company.

The Customer Marketing team is looking for a senior customer marketing professional to join the team to drive customer advocacy activities with some of our most strategic customers, with a focus on decision makers. This individual will develop relationships with customers and customer-facing employees to uncover, build, and promote inspiring stories that bring value and outstanding differentiators.

The ideal candidate will build trusted relationships directly with customers, including IT executives, to capture a 360 view of customer success. The role requires a strategic thinker who will interview customers to learn about their detailed, sophisticated use cases, and how New Relic helps solve those challenges to achieve their business objectives and results.

This person will also develop and execute New Relic's executive briefing strategy from the ground up. They'll design exceptional customer experiences while delivering high-impact briefings to our customers to help close sales opportunities.

The Principal Customer Marketing Manager will also lead New Relic's Customer Advisory Board (CAB) program, a critical component of our customer feedback loop, providing valuable insights for New Relic's leadership. This person will be responsible for cultivating, developing and maintaining our existing Customer Advisory Board.

In this highly cross-functional role, this person will thrive on building processes, partner with various internal stakeholders and rigor with a heavy dose of creativity-likes to work with all the crayon colors! This person must have a deep customer compassion that aligns to the philosophy that customers are the heroes of our narratives and see the value of centering the human element of storytelling and the business impact that bold individuals can have inside of complex technology environments.

What you'll do

Build strategic and integrated joint marketing partnerships with our global accounts, executives, and technical users to capture impactful customer success stories for use by marketing, sales and field teams.
Effectively work cross-functionally across the business to identify, align, and promote customer marketing needs and solve for process, efficiency and scale.
Build, promote, and actively lead the planning and development of all forms of customer content, including: case studies, infographics, slide decks, media opportunities, speaking engagements, analyst interviews.
Develop and execute New Relic's Executive Briefing strategy, which will include defining new processes, creating awareness and measuring success
Conduct 3-4 large Customer Advisory Board events per year to collect feedback on New Relic's company direction, products and customer engagements
Collaborate closely with internal stakeholders to develop agendas, content and the appropriate presenters as needed, to deliver impactful Executive Briefings and CAB meetings that deliver insight and drive business value
Track and deliver insights and data from Executive Briefings and CAB meetings to internal stakeholders including Sales, Product and Marketing teams and executives.
Oversee schedule for Executive Briefings and CAB meetings and drive all logistics and event coordination
Manage the Executive Briefing and CAB budget
Own flawless execution, track and measure customer success, and report weekly metrics.
Maintain regular internal communications to keep employees abreast of new and updated customer marketing content and activities.
Lead the editorial process of story creation, and ensure alignment to our value selling and solution selling models.
Define key objectives for success and measure overall performance against these objectives
Build and maintain strong relationships with a diverse set of internal and external constituencies

This role requires

8+ years relevant work experience preferably with a professional IT services company or SaaS software provider in customer facing roles in Marketing or Customer Success
Experience in conducting interviews with B2B technology buyers and users; with ability to clearly communicate technical content and product use cases.
Proven capability of interacting with senior executives and C-Level customers
Experience in content marketing, customer marketing programs, product or technical marketing, developer relations and/or communications in a fast-paced, highly technical environment.
Excellent storytelling skills including preparing advance briefing materials, interviewing and editing, publishing content in multiple formats.
Experience developing and managing Executive Briefing Center and CAB programs
Strong interpersonal, verbal and written communication skills.
Experience in meeting facilitation and presentation delivery
Strong event management and customer success background
Commitment to customer satisfaction & attention to detail
Ability to foster strong relationships with internal and external partners
Experience successfully managing large, complex, global customer engagements to completion and customer satisfaction
Bachelor's Degree or equivalent from a top university

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics' different backgrounds and abilities, and recognize the different paths they took to reach us - including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We're looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please visit to submit your request.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

Please note that visa sponsorship is not available for this position.

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers' means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the .

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination, so our Relics can thrive. We hire people with different backgrounds, experiences, abilities and perspectives.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

Review our Applicant Privacy Notice at .

Estimated Base Pay Range: $ 126,000 - $ 158,000
The pay range above represents a reasonable estimate of the salary for the listed position. This role is eligible for a corporate bonus plan. Pay within this range varies by work location and may also depend on job-related factors such as an applicant's skills, qualifications, and experience.

New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time off, and other competitive benefits designed to improve the lives of our employees.

Wage - midpoint

158,000

Wage - minimum

126,000

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