About Responsive

About the Role

As the Customer Marketing Specialist, Americas, you will play a pivotal role in deepening engagement and accelerating growth within Responsive’s Enterprise and Major customer segments.

Reporting to the Senior Manager, High-Touch Growth Marketing (Enterprise & Major Accounts), you’ll design and orchestrate strategic customer marketing programs that strengthen account health, drive product adoption, and unlock meaningful expansion opportunities.

This role operates cross-functionally across Marketing, Customer Success, Sales, and Professional Services, requiring close partnership with the Data Analytics team and Product Marketing to identify usage trends, define adoption triggers, and shape targeted messaging. You will design and execute targeted lifecycle campaigns and value-led communications that deepen customer engagement, support long-term success, and uncover new opportunities for account growth.

Your impact will be measured by improved customer engagement, expansion pipeline, and revenue influence across our most important accounts.

Essential Functions

Customer Lifecycle & Expansion Campaigns

• Partner closely with the Data Analytics team to surface product behaviors, usage patterns, and engagement indicators that most strongly predict adoption, renewal, and expansion within Enterprise and Major accounts, and translate these insights into actionable marketing strategies.

• Design and execute targeted lifecycle journeys that guide customers toward critical activation and feature-utilization milestones (i.e. strengthening engagement, deepening product value realization, and supporting long-term account health).

• Collaborate with Product Marketing to craft clear, compelling messaging that encourages consistent use of high-value features and drives meaningful customer outcomes, ensuring alignment across all customer-facing touchpoints.
  
  

Personalized Customer Engagement

• Deliver high-impact, experience-driven customer touchpoints including communications, curated executive engagements, strategic gifting, customer-specific events, and programmatic nurture tracks.

• Collaborate with Brand/Creative and external vendors to develop premium, on-brand assets and experiences that deepen customer connection.
  
  

Cross-Functional Alignment

• Work closely with Account Management and Customer Success to align marketing activities to account plans, product adoption goals, and expansion motions.

• Coordinate with RevOps to track performance, ensure campaign-to-opportunity alignment, and maintain visibility into account engagement.
  
  

Program Management & Optimization

• Own campaign planning and execution, timelines, and deliverables with precision and consistency.

• Monitor and report on engagement metrics, expansion impact, and account-specific influence.

• Document processes and contribute to the operational scalability of customer marketing programs.
  
  

Success Metrics (First 12 Months)

• Influence expansion pipeline and ARR within Enterprise and Major customer segments in close partnership with Account Management.

• Improve activation and adoption of critical product features aligned to long-term retention predictors.

• Increase the share of accounts hitting key usage milestones within their first 90/180 days

• Achieve meaningful increases in customer engagement across targeted programs.

• Build strong partnerships with Customer Success, Professional Services, Product Marketing, and Brand/Creative, validated through positive feedback.

• Successfully execute multiple high-touch customer campaigns with strong cross-functional alignment.

• Deliver clear, actionable reporting that informs ongoing campaign optimization.

• Contribute to scalable workflows, playbooks, and vendor processes that strengthen the customer marketing function.

Qualifications

• 5 - 8+ years of experience in customer marketing, lifecycle marketing, field marketing, or ABM, preferably in a SaaS environment.

• Proven ability to execute multi-step, cross-functional programs with strong attention to detail and accountability.

• Experience running high-touch customer programs across online and offline channels, such as events, direct mail, digital touchpoints, and gifting.

• Strong organizational and project-management abilities; able to manage multiple initiatives simultaneously.

• Experience collaborating with Customer Success, Sales, and service-oriented teams.

• Data-driven mindset with working knowledge of tools such as Salesforce, HubSpot, and marketing automation platforms; familiarity with customer engagement and intent tools is a plus.

• Creative thinker with a proactive, solutions-oriented approach and strong communication skills.

What We Offer

Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $80-95,000K. This does not include bonus or benefits. Our recruiting team will provide details on the applicable range based on your location during the hiring process. 

Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. 

In addition to a competitive compensation package, Responsive also offers the following benefits:

📈 401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

🍀 Mental Wellness Program (EAP) to support your well-being and self-care

🍹 Team events, such as happy hours, off-sites, and team building events

❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage

Our Values:

Delight customers

We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive.

Be agile & nimble

At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution.

Get it done

Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do.

Give back time

Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams.

S4

We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters.

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!