Customer Marketing Manager at Novara

Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations. Position Description:   The Customer Marketing Manager owns the strategy and execution of programs that drive pipeline and product adoption, expand customer lifetime value, and build a vibrant community of advocates who fuel Novara's growth. This is a practitioner role — someone who brings proven customer marketing experience and can build and run programs with minimal oversight.   Roughly 60-70% of this role is focused on customer marketing — lifecycle communications, expansion campaigns, referral programs, and cross-functional alignment with Customer Success, Product, and Sales. The remaining 30-40% is dedicated to customer advocacy, including management of the customer community platform, community content and activities, and customer references.  Responsibilities: Customer Marketing (60-70%) • Develop and execute customer lifecycle marketing programs that drive pipeline, product adoption, cross-sell, and upsell across the existing customer base. • Own customer email communications, newsletters, and nurture programs — managing an editorial calendar, copy, and performance reporting. • Build engagement programs that increase knowledge and usage across Flex’s Training, SDS Manager, Contractor Risk Management, and the Compliance Calendar. • Partner with Customer Success and Sales on retention and expansion motions, translating CS insights into targeted marketing campaigns. • Develop onboarding and post-sale content that accelerates time-to-value and reduces churn risk. • Support the development of customer case studies and testimonials that equip Sales and Marketing with proof points and support pipeline conversion. • Develop and collaborate on systematic programs for customer reviews, referrals • Track and report on customer marketing KPIs, including expansion rate, engagement, and pipeline contribution. Customer Advocacy and Communications (30-40%) • Own and manage the Influitive platform — maintain the program’s structure, recruit and engage advocates, and drive participation. • Develop and manage community content and activities that drive participation and engagement, including customer-facing webinars and events, product education, and thought leadership content. • Enable Marketing and Sales with on-demand references and testimonials. • Develop and collaborate on programs for references, speaking opportunities, and awards. • Own customer newsletters and regular email communications across Novara’s product line, including product updates and company news, that keep customers informed and reinforce value. • Ensure all customer-facing communications are consistent in voice, timely, and aligned with editorial calendar priorities. Knowledge, Experience, and Requirements: • 5+years of B2B customer marketing experience, with direct ownership of lifecycle programs, customer communications, or expansion campaigns. • Experience in working at a high-growth SaaS company • Demonstrated ability to build and execute programs that drive measurable outcomes: adoption, expansion, or retention. • Hands-on experience with customer advocacy programs, including referrals, references, reviews, or community management. • Experience managing or working within an advocacy or community platform (Influitive experience is a strong plus). • Strong copywriting and content development skills across email, web, and long-form formats. • Comfortable working cross-functionally with Customer Success, Sales, and Product teams. • Analytical mindset that is able to build basic reporting, track KPIs, and translate data into program decisions. • B2B SaaS or compliance/technology industry experience preferred. Success Criteria: • Drives a 15-20% increase in customer expansion across modules within 12 months. • Maintains consistent, high-quality customer communications cadence — newsletters, product updates, and community content — with measurable open and engagement rates. • Grows qualified advocate referrals to 25-40 per year and active advocates to 80-100. • Achieves 4.5+ star review site ratings with 50-80 reviews within 18 months. • Builds customer marketing reporting that demonstrates clear pipeline and revenue impact. Compensation: Annual Base Salary Range of 100k-120k Annual Bonus Opportunity of 10% As a growing company, Novara values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.   About Novara   Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.   Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.   Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.     Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.   Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.    Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.   If you need assistance or an accommodation due to a disability, you may contact us at [Upgrade to PRO to see contact].   Please see our Candidate Privacy Notice Included Here