Customer Communication Manager

About the Role

We’re seeking a dynamic Customer Communication Manager to join our Yotpo SMS & Email product team. In this role, you’ll be responsible for designing and executing lifecycle strategies that drive customer onboarding, activation, engagement, product adoption, and expansion. You’ll work closely with product, analytics, and customer success teams to create self-service resources and targeted messaging that guide users throughout their journey—from onboarding to becoming power users.

What You’ll Do

• Lifecycle Strategy Development - Develop and implement comprehensive lifecycle strategies aimed at enhancing customer experience and driving product adoption.
• Content Creation & Self-Service Resources - Build and manage a suite of self-service assets, including onboarding emails, release notes, tutorial videos, and in-app popups (e.g., via Appcues) that empower customers to engage with our product.
• Data-Driven Messaging - Collaborate with product analytics to test, measure, and refine communication strategies based on real-time user behavior, ensuring messaging is timely and contextually relevant.
• Experimentation & Iteration - Continuously test new communication approaches, iterate on messaging, and pivot strategies based on user feedback and performance metrics.

Build our community - start building and nurture a thriving community around Yotpo SMS & Email, fostering discussions, knowledge-sharing, and engagement.

Who You Are

• Experience: You bring 2+ years of experience in customer communications management, customer engagement management, lifecycle marketing management, or related roles in a B2B SaaS environment.
• Marketing Messaging Expertise: You possess strong writing skills with a proven ability to craft persuasive marketing copy, product messaging, and content for diverse channels (emails, in-app notifications, videos, etc.).
• Language Proficiency: Native-level English skills with exceptional writing and editing abilities.
• Data-Driven Storyteller: Storing writing and communication skills with the ability to translating complex ideas into clear, compelling narratives.
• Customer-Obsessed: You are passionate about understanding user needs and designing communication strategies that enhance the customer experience.
• Innovative & Agile: You thrive in fast-paced, agile environments, continuously testing and iterating on strategies to drive engagement and retention.
• Collaborative: You excel at cross-functional collaboration and have experience working with product, analytics, and customer success teams.
• Tool Proficiency: Familiarity with tools such as Appcues, Pendo, email automation platforms, video production tools, and analytics solutions.

Why Join Yotpo?

At Yotpo, we believe in empowering brands to grow through innovative marketing solutions. As part of our SMS & Email team, you’ll have the opportunity to shape the future of our product while building a passionate and engaged customer community. If you’re excited about the intersection of product marketing, community, and eCommerce retention—this role is for you!

• Competitive salary and yearly bonus
• Equity in options
• Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
• Additional health insurance package
• Managing a fixed monthly budget for social benefits (Re:Benefit – a flexible online benefits solution)
• Food vouchers
• Individualized career development, rewards and recognition.
• E-learning portals and knowledge sharing sessions.
• Company backed Hackathons, Tech conferences, workshops events, etc
• Stocked kitchen and bar.
• Internal mobility program and refer-a-friend program
• We are now working in a flexible hybrid capacity.

💡 Ready to make an impact? Apply now! 🚀