Customer Marketing Manager

About eSentire:

eSentire is a recognized leader in Managed Detection and Response (MDR), protecting the world’s most targeted organizations from evolving cyber threats with 24/7 threat detection, investigation, and response. Our customers — and the channel and MSSP partners who serve them — trust us to keep their businesses secure. As we scale, the voice and success of our existing customers is central to how we grow.

About the Role:

We are hiring our first dedicated Customer Marketing Manager to build and run eSentire’s customer marketing program. This is a high-impact, high-ownership role: you will be the single owner of the customer marketing motion — driving retention, expansion, and advocacy across our customer base — and the connective tissue between Marketing, Customer Success (CS), and Account/Territory Management (AM/TAM).

You will turn satisfied customers into references, stories, and advocates that fuel new business, while arming CS and AM with the content and programs that protect renewals and unlock expansion. In a high-trust cybersecurity market, credible customer proof is a competitive advantage — and you will own it.

What You’ll Do:

Advocacy & References:

• Build and run the customer reference program and advocate pipeline, sized so reference supply meets sales demand
• Recruit, nurture, and recognize advocates; activate and support the Customer Advisory Board (CAB)
• Manage reference requests, approvals, and contact fatigue through a closed-loop workflow in the CRM

Customer Stories & Content:

• Identify, produce, and amplify case studies, testimonials, and customer videos
• Own the story pipeline end-to-end — sourcing, approvals, reuse, and distribution across web, social, and sales channels
• Partner with Customer Success and Product Marketing to surface the strongest customer proof points

Reviews Program:

• Develop and run structured programs to grow reviews on G2 and Gartner Peer Insights
• Maintain review-site profiles and drive review volume, sentiment, and participation

Lifecycle, Communications & Events

• Own customer communications — the customer newsletter and lifecycle/adoption touchpoints
• Build and run a recurring customer webinar series and support customer events and community engagement

Renewal & Expansion Support:

• Create ROI/value digests and QBR content that reinforce value ahead of renewals
• Enable AM/TAM with ready-to-run renewal and cross-sell/upsell plays and content
• Support retention and expansion campaigns that contribute to the company’s upsell/retention target

Insights, Data & Reporting:

• Own customer marketing dashboards and reporting
• Track contribution to NRR/GRR, reference supply, review/advocacy metrics, and influenced expansion pipeline
• Partner with marketing ops to align customer programs with the demand/signal engine and voice-of-customer (NPS/VoC) cadence

Your First 120 Days:

• Days 0–30: align with CS/AM on goals and a shared “happy customer” definition, baseline KPIs, and stand up the reference workflow
• Days 30–60: activate the CAB as a first advocate pool, launch the advocacy program, ship the first case studies, and run a reviews campaign
• Days 60–90: launch lifecycle/adoption communications, a renewal & QBR support kit, and a recurring customer webinar series
• Days 90–120: pilot an expansion play, formalize the NPS/VoC cadence, and report early wins

What You’ll Bring:

• 5 years of experience in customer marketing, advocacy, lifecycle marketing, customer success, or a closely related role
• A track record of building references, case studies, and advocacy programs that support sales and retention
• Strong project management and organizational skills — able to run multiple programs and stakeholders simultaneously
• A collaborative, cross-functional operator who partners naturally with Sales, CS, AM, and Product Marketing
• Data-driven, with strong analytical skills and comfort reporting on program impact
• Excellent written and verbal communication skills
• Proficiency with CRM (Salesforce), marketing automation, and review platforms (G2, Gartner Peer Insights)

Nice to Have:

• Experience marketing in cybersecurity, B2B SaaS, or another technical, high-trust category
• Familiarity with channel/MSSP or partner-led go-to-market motions
• Experience with tools such as Pendo (in-product), Gong (conversation intelligence), reference management, and community platforms

How Success is Measured:

Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) contribution; reference supply versus sales demand; case studies, reviews, and advocacy participation; influenced expansion pipeline; and NPS/voice-of-customer signal.

This posting is for an existing vacancy

Work Location

If the successful candidate is located within 50 km of our Waterloo, Ontario office, this role will follow a hybrid schedule: work from home on Mondays and Fridays, and work onsite Tuesday through Thursday. Candidates residing more than 50 km from the office will work fully remote.

Compensation Range

The expected base salary range for this role is $100,000-$120,000 CAD. This range is for the primary location for which the job is posted. Actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge, skills, and internal equity.

Our Culture and Values

We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you’re enthusiastic about this opportunity but don’t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.

Total Rewards

We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes:

• Competitive benefit program
• Paid parental leave
• Matching RRSP or 401K program
• Competitive employee referral bonus

Accommodation
If you have any accessibility requirements during the recruitment process, please reach out to our HR team at talentacquisition@esentire.com and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.

It's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate "@esentire.com" email addresses, never from a public email address.