Customer Marketing Manager

Responsibilities

• In your first year, you'll incrementally build Deskpro's customer marketing function in partnership with Customer Success, establishing a consistent approach to customer advocacy and storytelling while developing targeted campaigns that contribute to the expansion pipeline.
• Customer insights & advocacy - Partner with Customer Success and Product to understand customer goals, challenges, and adoption, and turn that feedback into insights for messaging, positioning, and go-to-market strategy.
• Identify customer champions and build a repeatable process for recruiting and managing advocates for testimonials, case studies, references, and speaking opportunities.
• Build and scale a program to generate meaningful reviews on G2 and other relevant platforms.
• Customer marketing & expansion - Partner with Sales and Customer Success to identify cross-sell and upsell opportunities across existing accounts, including additional teams, departments, and use cases.
• Develop targeted customer campaigns, informed by customer insights and buying signals, that connect Deskpro's capabilities to customer priorities and create momentum around expansion.
• Equip Sales and Customer Success with messaging, references, and customer proof points that build credibility, overcome objections, and advance new business and expansion conversations.
• Customer content & storytelling - Own the customer story pipeline with the Senior Content Marketing Manager: find and interview customers, coordinate approvals, and publish stories that show measurable business impact and differentiated use cases.
• Repurpose customer stories across campaigns, the website, sales enablement, competitive positioning, and events.
• Measurement & reporting - Establish KPIs and reporting for customer marketing, including advocacy participation, content engagement, campaign performance, and influenced expansion pipeline.

Requirements

• 3+ years of B2B SaaS marketing experience, including hands-on customer, lifecycle, or advocacy marketing.
• Strong interviewing and writing skills: the ability to draw the business outcome out of a customer conversation and turn it into a compelling story.
• The ability to recruit customer advocates and keep them engaged in references, reviews, case studies, and speaking opportunities.
• The ability to plan and run campaigns for existing customers that drive adoption, cross-sell, and upsell, in partnership with Sales and Customer Success.
• Commercial instincts: the ability to connect marketing work to pipeline and revenue, and to measure and report its impact.
• Strong project management: the ability to run several programs at once and turn them into repeatable processes.
• The ability to use AI to automate repetitive work, analyze customer and campaign data, and streamline go-to-market workflows, so you can spend more time on customers and less on busywork.

Preferred

• Experience building a customer marketing function from the ground up.
• Experience measuring and attributing marketing's influence on expansion pipeline and revenue.
• Knowledge of help desk, CX, ITSM, or customer support software.
• Hands-on HubSpot expertise, such as segmentation, lifecycle workflows, and attribution.
• Experience running a G2 review program or a customer advisory board.

Benefits

• Benefits: health, retirement, PTO and equipment.