Lead Customer Marketing Manager

Accountabilities

• Own customer communications programs, including feature announcements, release notes, product updates, and other lifecycle communications, ensuring messages are timely, relevant, and clearly connected to customer value.

• Translate complex product and marketing messaging into concise, benefit-focused communications tailored to customers at different stages of their journey.

• Build and maintain a communications calendar aligned with product releases, launches, and important customer lifecycle moments.

• Develop and maintain enablement resources for account managers, including call templates, talk tracks, conversation guides, QBR and EBR templates, one-pagers, email templates, and other customer-facing materials.

• Partner with Customer Experience and Sales leadership to identify gaps in account-management tools and develop practical resources that support renewals, upsells, objection handling, and business reviews.

• Lead the strategy and execution of customer review-generation programs across platforms such as G2, Capterra, and Trustpilot, including outreach cadences, customer selection, timing, and incentive structures.

• Monitor review volume, ratings, response trends, and program performance, using insights to continuously improve customer advocacy initiatives.

• Serve as a key connection point between Product Marketing and Customer Experience, ensuring product positioning is accurately reflected in customer communications and grounded in real customer feedback.

• Participate in product and launch planning to represent the customer communications workstream and ensure customer-facing teams are prepared for upcoming changes.

• Gather insights from account manager conversations and customer experience data to help refine messaging, content priorities, and customer marketing strategies.

• Coordinate cross-functional programs and maintain the processes, workflows, and documentation needed to keep customer-facing marketing initiatives running efficiently.

Requirements

• 7+ years of experience in B2B SaaS marketing, with significant experience in customer marketing, lifecycle marketing, or a closely related function.

• Proven experience developing and managing customer review or advocacy programs and creating enablement materials for account management or customer-facing teams.

• Exceptional written communication skills, with the ability to transform complex product concepts into clear, concise, and compelling customer messaging.

• Strong cross-functional collaboration skills, with experience working effectively across Product Marketing, Customer Experience, Sales, and other stakeholder groups.

• Demonstrated ability to build scalable programs, establish repeatable processes, and manage multiple initiatives simultaneously.

• Strong understanding of customer lifecycle marketing and the ability to identify communication opportunities at key moments throughout the customer journey.

• Experience using customer and marketing technology platforms such as Gong, Gainsight, HubSpot, G2, Capterra, Trustpilot, or comparable tools is a plus.

• Strong organizational and project-management skills, with the ability to balance strategic thinking with hands-on execution.

• A customer-focused mindset and the ability to use feedback, data, and customer insights to improve messaging and engagement programs.

• Comfortable working in a fast-paced environment where priorities evolve and cross-functional alignment is essential.

Benefits

• Annual U.S. base salary range of $118,500-$177,500, with potential variation based on location, skills, experience, education, and training.

• Equity and additional compensation opportunities as applicable.

• Comprehensive healthcare coverage, including medical, dental, and vision insurance.

• Life insurance and a 401(k) savings program.

• Flexible time-off policies designed to support work-life balance.

• Generous parental leave and family-planning support.

• Financial assistance for eligible hybrid-work needs.

• Mental health and wellness resources and broader employee well-being support.

• Learning, development, and recognition programs to support continued professional growth.

• Opportunities to participate in diversity, equity, and inclusion initiatives and employee resource groups.

• Volunteering opportunities that support community engagement and social impact.

• An inclusive, collaborative, and mission-driven work environment.

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