Customer Advocacy and Content Manager

Customer Advocacy and Content Manager

Timely is the leading provider of automatic time tracking software, as recognized by G2.com. We're revolutionizing time tracking for companies using cutting-edge AI technology. Our innovative tool automates the creation of time sheets by correlating computer activity with projects and tasks, allowing for a seamless and efficient time-tracking experience. At Timely, we prioritize user privacy - all activity information is kept strictly confidential and is never shared with anyone but the user. Timely is backed by some of the leading venture capital funds in Europe, including Concentric, Snö, 500 Startups, Melesio, Sanden, and Investinor. Our success has been featured in major global publications such as Techcrunch and BBC.

About the job:

As part of the Marketing team, you'll report directly to the Head of Lifecycle Marketing. You'll design, execute, and optimize customer centric content that drives adoption, engagement, account expansion, and customer advocacy.

You will support a hybrid product-led growth and sales-led growth go-to-market strategy using content that engages our customers to explore and adopt the product. You'll work cross-functionally with Product, Customer Success, and Sales teams to support the different customer paths.

What You'll Do:

• Design and create multi-channel customer engagement content- linking product features to customer pain points.
• Build strong relationships with our customers to understand their challenges, uncover success stories, challenges, and opportunities that will inspire others to use Timely.
• Report and analyze: Analyze performance data to optimize content and share insights with stakeholders
• Act as a public-facing advocate for our customers, showcasing their use cases and success in blogs, webinars, videos, and events.
• Collaborate with the marketing team to create campaigns that highlight these and drive commercial outcomes and work closely with customer success, marketing, and product teams to align strategies and messaging.
• Optimize programs through experimentation: Continuously improve user engagement and conversion rates by creating a prioritized experiment backlog and executing experiments
• Provide actionable customer feedback to product and development teams to inform feature improvements and collaborate with sales to provide customer insights that help drive expansion opportunities.
• Represent the voice of Timely's customers by identifying and sharing use cases from our ideal customer profiles and spearheading customer advocacy.
• Position the company as a customer-first organization by publicly showcasing our commitment to user success.
• Act as a trusted advisor to customers by sharing expertise, insights, and best practices related to their industry challenges.
• Develop compelling best practice content and content that transforms satisfied customers into advocates, including testimonials, case studies as well as.

What you'll need to succeed:

• Work experience: you have 4+ years of experience in content marketing strategy or customer success, with at least 2 years in a B2B SaaS or product-led growth (PLG) environment. Proven track record of building and executing end-to-end customer campaigns, from acquisition through onboarding, engagement, and retention.
• Excellent English written and verbal communication skills: you use these daily to create engaging content, bring clarity, and influence stakeholders.
• Experience with Hubspot or Intercom: you are proficient with marketing automation platforms like Hubspot or intercom that can send high volumes of automated campaigns triggered by product or website events.
• Data-based decision-making: you have strong analytical skills and experience using data to inform decisions. You are proficient in using product analytics tools like Amplitude or FullStory to analyze performance, and you optimize your campaigns using A/B testing and other experiments.
• Consistent track record of working across teams: you've often collaborated with Product and Marketing on your programs, and you have also worked heavily with Customer Success, Sales, or Engineering teams as well.
• You understand trial-based models, and have experience driving adoption and engagement within a self-serve product.
• Strong ability to work autonomously: you can set your agenda and execute initiatives without needing direction.
• Adaptability and pragmatism: your interpersonal skills allow you to get along with people easily and move forward despite obstacles.
• Customer-centricity: your deep empathy for users drives a strong desire to understand their needs and improve customer experiences throughout the entire lifecycle.

What makes you stand out:

• Experience within an operations or similar type role with an indepth understanding of how time tracking data impacts business outcomes
• Deep expertise in Hubspot with a strong focus on advanced functionalities such as dynamic content and segmentation
• Experience supporting both product-led and sales-led growth models, understanding the different needs of self-serve users and enterprise sales cycles.
• Experience working in a remote global, multi-cultural environment.

What We Offer

• Opportunity to work on innovative solutions for a market-leading product
• Competitive salary and benefits package, including stock options
• Flexible work environment with remote working options
• Continuous learning and professional development opportunities
• Collaborative and dynamic team culture
• At Timely, we're committed to building a diverse and inclusive workplace. We encourage applications from all qualified individuals, regardless of background.

If you're excited about this opportunity and believe you're the right fit, we'd love to hear from you Please submit your CV along with examples of content you've created (e.g., blog posts, how-to guides, onboarding materials) that showcase your ability to simplify complex ideas.