As Customer Marketing Manager (Europe), you will own and scale customer marketing programs that drive retention, expansion, and advocacy across Fabriq’s European customer base.
This is a strategic and hands-on role at the intersection of Marketing, Customer Success, Sales, and Product, focused on ensuring customers:
Reach value quickly (time-to-value)
Adopt Fabriq deeply across teams and sites
Expand usage and deployments (new sites, new use cases)
Become vocal advocates (references, stories, peer-to-peer influence)
You will operate in a multi-country, multilingual environment and build repeatable programs that can scale across Europe.
What success looks like (goals)
You will be accountable for measurable outcomes that support Net Revenue Retention (NRR), including:
Higher customer engagement and product adoption across key features and workflows
Stronger retention and reduced churn risk through lifecycle orchestration with Customer Success
More expansion pipeline and expansion wins influenced by customer campaigns
A reliable customer advocacy engine (references, reviews, stories)
A growing community program that increases stickiness and peer learning
Key Responsibilities
1) Customer lifecycle & lifecycle campaigns (ownership)
Own the European customer lifecycle strategy: onboarding, activation, adoption, retention, and expansion.
Design and run lifecycle programs that improve time-to-value across industrial sites.
Build segmentation frameworks (industry, region, maturity, use case, deployment stage) and use them to personalize messaging.
Partner closely with Customer Success to improve engagement, health, renewals readiness, and customer outcomes.
2) Product adoption & usage growth
Drive adoption of key Fabriq workflows (e.g., tier meetings, problem-solving, performance routines).
Create playbooks, enablement assets, and customer communications that embed Fabriq into daily routines on the shop floor.
Identify friction points in adoption (by persona, site type, maturity) and design targeted interventions.
Support multi-site rollouts and cross-country deployments with scalable communication and enablement.
3) Expansion & retention impact (NRR)
Partner with Sales and Customer Success to support land-and-expand motions in enterprise industrial accounts.
Build and execute campaigns that promote new use cases, features, and additional deployments.
Identify and activate expansion signals (usage, engagement, stakeholder mapping, use case coverage) and turn them into coordinated plays.
Contribute directly to NRR improvement via programs, reporting, and iteration.
4) Customer advocacy (build from scratch)
Define and build Fabriq’s European customer advocacy strategy.
Identify and nurture champions (operators, plant managers, CI leaders, OpEx leaders, corporate transformation).
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Launch repeatable programs for:
- Customer references
- Reviews and ratings
- Testimonials and quotes
- Speaking opportunities and peer-to-peer moments
Develop and maintain a pipeline of customer stories with measurable impact.
5) Customer community & events
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Build a community program driven by high-value experiences and learning:
- Fabriq Clubs
- Customer Advisory Board (CAB)
- Learning expeditions
- Plant tours / Fabriq tour
Create an annual cadence and regional programming that fits European markets (country clusters, languages, travel constraints).
Coordinate with Field/Partner Marketing for in-person formats that support adoption and advocacy.
6) Customer insights & feedback loops (voice of customer)
Synthesize insights from NPS, QBR notes, support tickets, product usage, and customer calls.
Identify churn risks and opportunities for deeper adoption or expansion, and coordinate cross-functional response.
Create structured feedback loops with Product and Product Marketing (what’s blocking adoption, what’s resonating, what proof points matter in Europe).
7) AI-powered customer marketing (scale and speed)
Use AI tools to scale segmentation insights, messaging variants, localization, and content production.
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Build repeatable AI workflows for:
- Email and in-app messaging drafts
- Campaign briefs and personalization angles
- VOC synthesis into themes and actions
- Identifying advocacy candidates and expansion signals
Apply strong QA and governance (accuracy, claims, brand voice, compliance).
Deliverables (expected outputs)
You will be expected to produce and continuously improve:
Lifecycle campaigns (onboarding, adoption nudges, renewal readiness, expansion programs)
Case studies, testimonials, and customer stories with quantified operational outcomes
Advocacy programs (references, reviews, speaker bureau, referrals where relevant)
Expansion campaign results (influenced pipeline, engagement, conversion insights)
Customer engagement metrics and reporting (adoption, participation, advocacy, lifecycle performance)
Customer community growth: participation and impact across Fabriq Clubs, CAB, learning expeditions, tours
