Customer Marketing Manager (Retention & Expansion)

Company Description

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office at least one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.
To meet operational needs, applicants must be currently located in Canada within the AST, EST, or CST time zones to be considered for this role.

Job Description

We’re looking for a Customer Marketing Manager who is passionate about driving customer retention, expansion, and advocacy in a dynamic B2B SaaS environment. This is a high-impact role focused on deepening customer engagement, increasing adoption, and accelerating revenue growth from our existing customer base.

As the owner of our customer marketing strategy, you’ll develop and execute personalized lifecycle campaigns, cross-sell & upsell initiatives, and retention programs that drive measurable results. You’ll partner closely with Sales, Customer Success, Product, and our ABM team to create data-driven, AI-powered programs that engage customers at the right time with the right message.

This role will also work closely with our Customer Advocacy Lead to ensure customer marketing efforts complement broader advocacy initiatives - amplifying customer success stories and engagement without directly owning peer reviews, case studies, or reference programs.

What You’ll Do:

Customer Marketing & Retention Strategy

• Develop and execute high-impact customer marketing programs that increase retention, deepen customer relationships, and drive expansion.
• Own and optimize the customer lifecycle journey, identifying key touchpoints to improve adoption, reduce churn, and create expansion opportunities.
• Partner with our ABM team to align customer marketing with account-based strategies, ensuring personalized and data-driven engagement.

Cross-Sell & Upsell Programs

• Leverage white space analysis to identify new revenue opportunities within our 800+ customer base.
• Design and execute segmented cross-sell and upsell campaigns, helping customers discover additional value from our products.
• Create messaging frameworks and enable Sales & Customer Success teams with the right content, insights, and tools to drive expansion.

Collaboration & GTM Alignment

• Work closely with Sales, Customer Success, and the ABM team to ensure a seamless, aligned approach to customer engagement and growth.
• Align customer marketing initiatives with events, webinars, and community programs to deepen engagement and accelerate pipeline.
• Collaborate with the Customer Advocacy Lead to ensure that marketing efforts reinforce advocacy initiatives, such as success stories and customer engagement—without directly managing reference programs, case studies, or peer reviews.

Technology & AI-Driven Personalization

• Leverage AI-powered marketing tools and automation to scale personalized engagement and predict customer needs.
• Use CRM (Salesforce), marketing automation (Pardot, 6sense), and analytics tools to execute and optimize campaigns.

Data-Driven Optimization

• Track, measure, and analyze customer marketing KPIs, providing insights to continuously refine strategies.
• Use A/B testing and customer segmentation to optimize email, in-product messaging, and multi-channel engagement efforts.

Qualifications

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:

• 5+ years of experience in customer marketing, lifecycle marketing, or retention marketing—preferably in B2B SaaS.
• Proven success driving retention and expansion programs with measurable business impact.
• Strong analytical skills with experience leveraging data, AI, and automation to drive engagement and revenue growth.
• Hands-on experience with marketing automation platforms (Pardot, 6sense) and CRM tools (Salesforce).
• Excellent storytelling and messaging skills, with a knack for making complex concepts simple and compelling.
• Comfortable working cross-functionally and influencing teams in a fast-paced, high-growth environment.

Why Join Us?

• Opportunity to own and shape a critical function that directly impacts company growth.
• Work in a collaborative environment where innovation and creativity are valued.
• Use cutting-edge AI and automation tools to scale customer marketing efforts.
• Be part of a company that’s committed to customer success and advocacy.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.
To meet operational needs, applicants must be currently located in Canada within the AST, EST, or CST time zones to be considered for this role.

Additional Information

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [email protected] and we will be happy to help.