Senior Customer Marketing Manager

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

📋 Description

• Establish and enhance the customer marketing function at Panopto.

• Assess current initiatives, prioritize tasks, create scalable processes, and define program objectives and measurement strategies.

• Lead the customer storytelling initiative and nurture customer advocates.

• Source and draft case studies, testimonials, customer quotes, video narratives, and quantifiable outcome stories.

• Collaborate with Product Marketing, Sales, and Customer Success to identify evidence gaps and prioritize customer narratives.

• Create and sustain a scalable customer reference program, including permissions, approvals, and reference-use guidelines.

• Develop targeted campaigns for customer engagement, adoption, and expansion.

• Manage the customer marketing communications calendar, which includes newsletters, advocacy invitations, customer-exclusive events, and campaign communications.

• Oversee third-party review and customer advocacy initiatives, such as G2.

• Utilize customer feedback, NPS/CSAT trends, engagement metrics, and Customer Success insights to guide priorities and monitor progress.

• Collaborate with Marketing Operations and RevOps to enhance customer marketing processes, data management, and systems.

• Set benchmarks, create a prioritized roadmap, implement repeatable programs, establish reporting processes, and develop a sustainable customer marketing operating model.

⛳️ Requirements

• Over 5 years of experience in B2B SaaS marketing.

• More than 3 years in customer marketing, advocacy, or lifecycle marketing.

• Proven track record of owning customer-facing programs.

• Outstanding writing and interviewing abilities.

• Demonstrated ability to translate customer stories into compelling, evidence-based narratives that reflect technical or business outcomes.

• Experience in establishing or scaling customer marketing programs.

• Proficient in defining strategies and operational processes.

• Skilled in aligning stakeholders and achieving results with limited existing infrastructure.

• Strong collaboration skills with Customer Success, Account Management, Sales, Product Marketing, and Marketing Operations teams.

• Excellent project management capabilities.

• Experience in defining meaningful KPIs, assessing campaign effectiveness, and communicating business contributions.

• Proven experience supporting customer adoption, cross-sell, or upsell campaigns within mid-market or enterprise SaaS environments.

• Familiarity with HubSpot, Salesforce, customer segmentation, or marketing automation systems.

• Experience in producing or directing customer testimonial assets.

• Background in working with higher education, enterprise learning, training, or video technology audiences.

🏝️ Benefits

• Eligibility for bonuses.

• Health insurance coverage.

• Flexible spending account options.

• Retirement savings plans.

• Life and disability insurance programs.

• Paid and unpaid time off.

• Remote work opportunities.

• Flexible or remote-friendly work arrangements.

• Reasonable accommodations available for applicants with disabilities.

• Option for human review for applicants requesting a non-automated application review.