Lead Customer Marketing Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of email communications directed at current customers, including announcements of new features, release notes, and product updates, in collaboration with Product Marketing.

• Convert product-focused messaging into straightforward, benefit-oriented language for customers.

• Manage a communications calendar that aligns with product launches, releases, and key customer lifecycle events.

• Ensure that the appropriate product-change messages are delivered to the right customers at the optimal time.

• Create and sustain Gong call templates, talk tracks, and conversation guides for renewals, upsells, objection management, and business reviews.

• Develop templates for Quarterly Business Reviews (QBR) and Executive Business Reviews (EBR) in collaboration with Customer Experience leadership.

• Design one-pagers, email templates, and other materials for account managers aimed at customers.

• Collaborate with Customer Experience and Sales leadership to identify and address gaps in account-manager tools.

• Oversee the strategy and execution of programs for generating reviews on platforms such as G2, Capterra, and Trustpilot.

• Identify customers for review solicitations and create repeatable workflows.

• Track review volume, ratings, and response trends; provide performance reports and make improvements as needed.

• Act as a liaison between Product Marketing and Customer Experience, ensuring precise product positioning in customer communications.

• Participate in launch planning as the representative for customer communications.

• Bring to light insights from account managers and Customer Experience to enhance messaging and prioritization.

⛳️ Requirements

• Minimum of 7 years of B2B SaaS marketing experience, encompassing significant customer marketing, lifecycle marketing, or closely related fields.

• Demonstrated success in managing review programs.

• Proven experience in developing enablement materials for account managers.

• Outstanding writing skills to simplify product complexity into clear and concise communications for customers.

• Strong ability to operate cross-functionally among Product Marketing, Customer Experience, and Sales teams.

• Familiarity with platforms such as Gong, Gainsight, HubSpot, G2, or similar tools is advantageous.

🏝️ Benefits

• Competitive salary.

• Comprehensive health insurance benefits.

• Dental coverage.

• Vision coverage.

• Life insurance.

• 401(k) savings plan.

• Geolocation-based pay adjustments depending on work location.

• Financial support for hybrid work arrangements.

• Financial assistance for family planning needs.

• Generous parental leave policy.

• Flexible time-off policies.

• Resources for mental health and wellness.

• Programs for learning, development, and recognition.

• Employee resource groups.

• Volunteering opportunities.