Customer Marketing Manager - Broad-based GTM

The Company:

TMA Systems (TMA) is a technology company located in Tulsa, Oklahoma. For more than 30 years, TMA has been transforming organizations by providing facility professionals with the most technologically advanced Maintenance Management solutions available.

Utilizing WebTMA, TMA’s flagship solution, organizations can manage their strategic assets throughout their entire lifecycle. Our comprehensive web-based solutions are tailored to a variety of industries that have a desire to effectively streamline maintenance operations. TMA is setting new standards for organizations to account for, maintain, and extend the useful life of their physical assets. In a budget conscious world, TMA provides a solution that will maximize return-on-investment (ROI).

We are a global organization with over 1,500 clients that has developed industry-leading solutions based on what our clients need to be successful. How do we achieve this? We solicit our clients and take the time to understand how our products are used in their business; coupled with a culture that produces world-class people with a client-service mindset. At TMA we realize that success is only possible with team members that share our passion for excellence.

Overview:

We’re looking for a Customer Marketing Manager to own and scale communications across a diverse customer base spanning multiple products and ICPs that target broad-based markets such as manufacturers and service providers. This role sits at the intersection of marketing, product, support, and customer success - ensuring customers are informed, engaged, and advocates of our solutions.

You’ll be responsible for lifecycle communications, customer programs (including referrals and advocacy), case study and customer review development and critical messaging such as product updates and outage notifications. Success in this role means delivering the right message to the right customer at the right time - consistently and at scale.

Key Responsibilities:

Customer Communications & Lifecycle Marketing

· Own the end-to-end customer communication strategy across multiple products and segments

· Develop and execute fully integrated upgrade, upsell, and cross-sell campaigns to drive pipeline and product adoption (onboarding, adoption, expansion, retention)

· Develop segmentation strategies tailored to different ICPs, industries, and product lines

· Work closely with product marketing, customer success and sales to manage communication channels including email, in-app messaging, and customer newsletters

· Work with the event team to promote and drive attendance to our User Conference and customer advisory board programs

 Product & Operational Communications

· Partner with product marketing, engineering, and support teams to translate complex updates into clear customer-facing messaging

· Manage customer communications for:

o Product launches and feature releases

o Planned maintenance and outages

o Incident follow-ups and postmortems

· Ensure messaging is timely, accurate, and aligned with brand voice

 Customer Advocacy & Referral Programs

· Design and manage customer referral programs to drive new business growth

· Build and scale advocacy initiatives (reviews, testimonials, case studies, references)

· Identify and nurture power users and champions across different customer segments

 Cross-Functional Collaboration

· Work closely with Product Marketing and Customer Success to identify communication needs and opportunities

· Partner with Product Marketing on positioning and messaging consistency

· Align with Support and Operations teams on incident communication workflows

· Collaborate with Growth/Marketing Ops on campaign execution and measurement

 Segmentation & Personalization

· Develop frameworks to manage communications across multiple ICPs and product lines

· Ensure messaging relevance through personalization and behavioral targeting

· Balance scalability with tailored experiences for key customer segments

 Analytics & Optimization

· Define KPIs for customer engagement, adoption, retention, and advocacy

· Analyze campaign performance and continuously optimize messaging and channels

· Use customer data to inform strategy and improve communication effectiveness

Qualifications:

· 5+ years of experience in customer marketing, or CSM in a software environment

· Experience supporting multiple products and/or diverse ICPs

· Excellent communication and stakeholder management skills

· Strong written communication skills, especially for translating technical topics into clear messaging

· Experience managing customer communications during incidents or outages is a strong plus

· Familiarity with marketing automation and CRM tools (e.g., HubSpot, Salesforce, Gainsight, ZenDesk, etc.)

· Data-driven mindset with experience in segmentation and campaign analytics

· Ability to manage multiple stakeholders and prioritize in a fast-paced environment

Preferred Qualifications:

· Design and manage customer referral programs to drive new business growth

· Build and scale advocacy initiatives (reviews, testimonials, case studies, references)

· Identify and nurture power users and champions across different customer segments

· Familiarity with healthcare, education and manufacturing industries

Key Metrics for Success:

· Customers are consistently informed, engaged, and confident in the platform

· Communications are timely, segmented, and aligned across products and teams

· Referral and advocacy programs contribute meaningful pipeline and brand trust

· Clear, effective messaging during outages or incidents reduces confusion and support load

· Exceeding customer conference attendance goal – increasing attendance year over year

Why work at TMA Systems?

• Competitive compensation plan.

• 401(K) Contribution.

• Employer paid benefits: health, dental and vision.

• Professional development plans.

• Inclusive work environment.

• Volunteering opportunities.

• Company/team building events.

• This role allows employee to have a hybrid remote working option (work from home and work from office options).