Customer Growth Marketing Manager
facilityos · Toronto ·
- Work mode
- Hybrid
- Category
- Marketing
- Experience
- 5+ years
facilityos · Toronto ·
FacilityOS is a fast-growing company redefining how facilities operate—bringing safety, security, and daily operations into one unified platform used by organizations around the world.
As we continue to scale globally, we’re building a team of driven, curious people who want to make an impact. You’ll be part of a dynamic, collaborative culture where individuals are trusted to take ownership, solve meaningful problems, and grow in their careers. Our team comes together in-office twice a week to connect, collaborate, and build momentum.
If you’re looking to do your best work alongside a great team in a high-growth environment, FacilityOS is the place to build your career.
The Role
We are looking for a results-driven Customer Growth Marketing Manager to own FacilityOS’s customer expansion and advocacy marketing programs. You will build scalable, measurable campaigns that increase awareness and adoption of FacilityOS capabilities, generate cross-sell, upsell, and site-expansion pipeline, and turn customer outcomes into compelling market-facing proof.
Working closely with Customer Success, Sales, Revenue Operations, Marketing Operations, Product Marketing, Content, Design, and Product, you will identify high-potential customer segments, create coordinated customer journeys, and ensure campaign responses are routed and followed up effectively.
This is a hands-on role for a revenue-minded marketer who is equally comfortable setting strategy, working with customer and CRM data, building campaign journeys, writing customer communications, coordinating webinars and advocacy programs, and reviewing pipeline performance. Customer Success owns individual customer relationships and service delivery; you will own the scalable marketing programs that support customer education, adoption, retention, expansion, and advocacy.
What You’ll Do
Customer Growth Strategy
Own the annual and quarterly customer growth marketing plan, with clear targets for expansion pipeline, product adoption, advocacy, and customer engagement.
Generate and influence expansion pipeline through cross-sell, upsell, site-expansion, tier-upgrade, standardization, and product-adoption campaigns.
Partner with Customer Success, Sales, Product Marketing, and Revenue Operations to identify high-potential customer cohorts and determine the right offer, message, audience, and channel.
Translate account data, product signals, customer needs, and business priorities into segmented campaign audiences and actionable growth plays.
Define campaign eligibility, suppression, and overlap rules with cross-functional partners to protect the customer experience and prevent conflicting outreach.
Balance broad customer programs with targeted one-to-one and one-to-few account-based marketing plays.
Build repeatable customer growth programs and playbooks rather than relying on one-off campaigns.
Integrated Campaign Execution and Revenue Orchestration
Develop campaign briefs, audience strategies, customer journeys, emails, landing pages, webinar programs, in-app messages, and Sales and Customer Success enablement.
Partner with Marketing Operations and Revenue Operations to build, validate, deduplicate, suppress, and maintain target-account and contact lists.
Coordinate campaign execution across HubSpot, Salesforce, Pendo, Salesloft, and other customer engagement platforms.
Establish clear response-routing processes and follow-up expectations with Customer Success Managers, account owners, Business Development Representatives, and Sales leadership.
Monitor campaign execution, audience engagement, follow-up, pipeline creation, and conversion; address data-quality issues, audience overlap, and cadence collisions as they arise.
Conduct regular expansion-pipeline and campaign-performance reviews with Sales, Customer Success, and Revenue Operations.
Document results and turn successful campaigns into repeatable, scalable programs.
Customer Communications and Education
Own or coordinate the customer newsletter and recurring customer webinar program.
Build education-first campaigns that help customers discover additional value from FacilityOS and create demand for additional products, capabilities, and sites.
Partner with Product Marketing on product announcements, releases, and launch campaigns for existing customers, including beta and early-adopter programs where appropriate.
Coordinate email, in-app, webinar, Customer Success, and Sales touchpoints as connected customer journeys rather than isolated communications.
Maintain a shared customer communications calendar across Marketing, Customer Success, Sales, and Product.
Partner with Customer Success on scalable communications that reinforce onboarding, education, adoption, retention, renewal, and expansion while preserving Customer Success ownership of individual success plans and service delivery.
Customer Advocacy, Community, and Proof
Build and maintain a customer advocate pipeline for references, reviews, referrals, case studies, speaking opportunities, and events.
Lead case-study development from candidate identification and customer interviews through consent, Legal review, publication, activation, and periodic refresh.
Capture quantified customer outcomes and translate them into campaign assets, sales enablement, website content, product stories, and event programming.
Develop a searchable advocate and reference pool segmented by persona, industry, FacilityOS solution, business outcome, and geography.
Manage and optimize customer review-generation and referral programs.
Support the Customer Advisory Board program and lead customer recruitment, programming, and engagement for our user conference and other priority events.
Identify relevant customer award opportunities where they strengthen advocacy and category credibility.
Measurement and Optimization
Own the customer growth marketing scorecard in partnership with Revenue Operations and Marketing Operations.
Measure expansion pipeline sourced and influenced, ARR impact, target-account engagement, campaign response, meetings, opportunities, conversion, product-adoption signals, and program ROI.
Track webinar performance, customer advocate participation, case-study and proof-point production, reviews, referrals, and follow-up service-level compliance.
Identify attribution, data-quality, routing, and follow-up gaps and work with the appropriate operational owners to resolve them.
Use performance data and customer feedback to improve segmentation, messaging, channel selection, campaign design, and future investment.
What You’ll Bring
5+ years of experience in customer marketing, lifecycle marketing, growth marketing, account-based marketing, or B2B SaaS demand generation.
Demonstrated success generating measurable expansion pipeline through cross-sell, upsell, product adoption, or customer lifecycle programs.
Experience building segmented and account-based campaigns using CRM, marketing automation, sales-engagement, and in-app engagement platforms.
Strong working knowledge of HubSpot and Salesforce; experience with Salesloft, Pendo, Clay, ZoomInfo, Qualified, or similar platforms is an asset.
Comfort working with account, contact, opportunity, product-usage, and campaign-performance data.
Experience partnering with Sales, Customer Success, Product Marketing, Revenue Operations, Marketing Operations, Content, Design, Product, and Legal.
Excellent writing and editing skills, with the ability to create persuasive customer emails, campaign briefs, webinar promotions, landing-page copy, and enablement materials.
Experience running customer webinars, advocacy, referral, review, case-study, advisory-board, community, or event programs.
Strong project and stakeholder management skills, including the ability to manage multiple campaigns with cross-functional dependencies.
Sound commercial judgment and the ability to balance customer experience, revenue opportunity, account risk, and team capacity.
A highly organized, collaborative, and hands-on approach, with the ability to succeed in a fast-moving environment with evolving processes and imperfect data.
Why work at FacilityOS?
We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:
🩺Comprehensive health coverage
🏠A Hybrid work environment
💡Opportunity for advancement and growth
🍕 Catered Events, Snacks, Drinks – You won’t go Hungry!
🥳 Birthday and Life Celebrations
🎉 Two annual parties in a year
FacilityOS Commitment
We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
FacilityOS will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.
Please note that all candidates must be legally eligible to work in the location in which you applied.
Background and Reference Checks
Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications. These tools assist the recruitment team but do not replace human judgment. All advancement and hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us or click here.
FacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.