Senior Customer Marketing Manager

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Job Description

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Senior Customer Marketing Manager

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.  Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.  
 
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our Clients.  We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our Clients, and even our competitors.  We continue that effort today and are always working to improve and drive innovation.  This is how we deliver for our Clients, our employees, and investors.  By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.  

Visual Lease

As the centralized system of record for all lease-related financial, operational, and legal data, Visual Lease, a CoStar Group company, is purpose-built to support every team involved in managing a company’s leased and owned assets. Informed by nearly three decades of experience, our platform integrates lease management, lease accounting, and sustainability reporting, enabling organizations to save time, mitigate risks, reduce costs, and support sustainability initiatives. Our award-winning software is used by 1,500+ organizations to manage more than 1 million real estate, equipment, and other leased asset records globally.

Job Description

We’re looking for a strategic and customer-obsessed Senior Customer Marketing Manager to join our growing Product team in support of CoStar’s Real Estate Manager (“REM”) and Visual Lease (“VL”) product lines. In this high-impact role, you’ll be responsible for driving net revenue retention of our existing combined customer base of 2,000+ companies of all sizes by promoting customer health, mitigating churn risk, promoting expansion opportunities and enabling deeper and broader customer engagements. You'll work closely with cross-functional teams across both brands—Marketing, Customer Success, Implementation, SMEs, Alliances, Customer Support, and Sales—to ensure our customers are informed, empowered, and excited about our product roadmaps and service offerings. This position provides a unique opportunity to lead customer marketing following a merger (Visual Lease into CoStar Group) with a highly engaged customer base and an exciting product roadmap.

If you have a strong customer marketing foundation and thrive at the intersection of storytelling, customer experience, and go-to-market execution, you’ll be a great fit.

This position is full-time in the office, and can be based in New Jersey or Atlanta.

Responsibilities:

Internal Enablement of Customer-Facing Teams

• Partner with subject matter experts, customer-facing teams and leadership to craft messaging that articulates product value, needed technical details and other valuable information about our product and service solution(s) to be used with customers.
• Build marketing materials and talk tracks for Sales, Account Managers,  Customer Success and Customer Support to deliver to customers.
• Train teams to ensure successful delivery.

Support of Retention, Upsell & New Product Strategy

• Develop marketing and sales strategies with Product, Account Management & Customer Success to upsell and cross-sell additional products
• Develop marketing campaigns and data-driven platform adoption strategies with Customer Success, Customer Support and other customer-facing teams to introduce new product functionality and promote existing feature adoption
• Execute marketing strategies, developing compelling marketing content and leveraging internal and external marketing resources as needed to distribute to customers

Management of Customer Advisory Board (“CAB”), a collection of 20-30 key customers that meet in-person for strategic business alignment

• Plan and execute an annual in-person CAB event by collaborating with internal and external stakeholders, partners, vendors and event planners
• Build relationships with existing CAB participants and recruit and nurture additional CAB participants from REM and VL
• Work with internal executive sponsor, CoStar’s Events team and other internal stakeholders to determine agenda and prepare all content, handouts and surveys
• Conduct post-event follow-ups, prepare and share reports and gather feedback.

Management & Delivery of 1:Many Customer Engagement Methods

• Determine survey strategy (NPS, CSAT, etc.). Align with internal leadership and customer-facing teams, execute survey strategy, analyze results and internally distribute insights.
• Determine leading methods for 1:many engagement with customers, including podcasts, webinars, blogs, newsletters, email campaigns, in-app campaigns (Pendo), and other forms of content distribution and mass-engagement
• Collaborate with leadership to determine content strategy, and leverage SMEs, customer advocates, partners, product, sales and customer service leaders and experts to create enriching and valuable content
• Oversee knowledge center (Center for Excellence) and lead strategy and execution of existing customer webinar series known as ‘Maximize My Platform”

Develop and Implement Advocacy Program per Product Line

• Optimize and expand existing VL & REM Advocacy Programs—which currently include case studies, site reviews, customer reference program, webinars, white papers, customer awards and appreciation/gifting programs.
• Design and implement internal process so healthy customers can easily become public advocates of VL or REM, fulfilling needs of Sales & Marketing
• Enable internal teams and interface with customer advocates to deliver Advocacy Programs

Basic Qualifications

• A bachelor’s degree is required from an accredited, not-for-profit University or College, preferably in marketing, business, communications, or a related field.
• 5–8 years of experience in B2B marketing, with a strong focus on customer marketing, product marketing, or lifecycle marketing.
• Proven track record in managing campaigns (1:1, 1:Few, and 1:Many) and driving measurable results.
• Demonstrated ability to leverage a metrics driven approach to prioritize and use KPIs to understand adoption and success.
• Proven success managing customer-facing programs such as webinars, advisory boards, or community engagement.

• Familiar with commonly used tools for measuring adoption and campaign success (Salesforce, Pendo, G2, Hubspot, etc).
• Comfortable partnering with Product and Engineering to translate technical product updates into customer-friendly messaging.
• We’re looking for someone who thrives in a collaborative environment, values teamwork, and embraces a "we" mentality over individual success.
• Excellent cross-functional collaboration and communication skills.
• A track record of commitment to prior employers.

Preferred Qualifications

• Goal oriented and skilled in making data-driven decisions.
• Strong project management skills and attention to detail.

• Passion for building customer relationships and driving growth through advocacy and education.
• Thrive in a fast-paced, ever-evolving environment, with the ability to manage multiple projects simultaneously while delivering high-quality results.

WHAT’S IN IT FOR YOU: 

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines.

In addition to generous compensation and performance-based incentives, you'll be supported in both your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program. 

Our benefits package includes (but is not limited to): 

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug 
• Life, legal, and supplementary insurance
• Commuter and parking benefits 
• 401(K) retirement plan with matching contributions
• Employee stock purchase plan 
• Paid time off 
• Tuition reimbursement 
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent) 
• Complimentary gourmet coffee, tea, hot chocolate, prepared foods, fresh fruit, and other healthy snacks 

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position.  

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing