Customer Retention Representative focusing on retaining customers by resolving service issues and promoting Rise Broadband products. Collaborate with other departments to ensure customer satisfaction.
About the role
- Senior Product Marketing Manager focused on customer retention for cybersecurity solutions at Proofpoint. Collaborating with various teams to enhance customer adoption and reduce churn.
Responsibilities
- Partner with Customer Success and Marketing to develop and execute marketing initiatives focused on increasing customer retention, reducing churn and improving product engagement across key customer segments
- Craft clear, benefit-driven messaging that reinforces the ongoing value of Core Email Protection to existing customers, tailored by persona, use case and lifecycle stage (e.g. onboarding, adoption and renewal)
- Create product-focused content such as onboarding guides, product update communications, best practice tutorials and renewal collateral
- Collaborate with Customer Success and Product to launch new features with programs, content and in-app experiences that drive meaningful usage and retention
- Work with Customer Success and Marketing teams to design and execute customer campaigns and communications that support onboarding, adoption and renewal journeys
- Gather insights from customer feedback, usage data and interviews to inform marketing strategies, improve messaging and identify retention risks
- Work with Customer Reference Marketing, Customer Success and Sales to identify and nurture advocates and build customer stories, case studies and testimonials that reinforce Proofpoint’s value.
- Partner with Finance, Customer Success and Product to monitor and report on KPIs such as churn rate, NPS, product usage and other engagement metrics.
Requirements
- 6+ years of product marketing, lifecycle marketing or customer marketing experience to enterprise IT or security, with at least 2 years in a senior-level or strategic role.
- Strong ability to translate complex product capabilities into compelling, customer-centric messaging
- Strong understanding of email security challenges, including phishing, malware and BEC
- Demonstrated experience developing and executing retention or post-sale engagement strategies across onboarding, adoption and renewal customer lifecycle stages
- Excellent written, visual and verbal communication skills with the ability to create compelling, value-based content across a variety of customer stakeholders (e.g. CISOs, CIOs, Directors/Managers, practitioners)
- Exceptional cross-functional collaboration, stakeholder management skills and experience partnering with Customer Success, Product and Renewals Sales
- Analytical mindset with a bias toward action and getting things done
- Ability to work independently and adapt quickly
- BS/BA required, preferably in business or technical concentration.
Benefits
- Competitive compensation
- Comprehensive benefits
- Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
- Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.]
- Annual wellness and community outreach days
- Always on recognition for your contributions
- Global collaboration and networking opportunities
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