Customer Marketing Manager

Role Overview

• Own and scale Pindrop’s customer advocacy, reference, and lifecycle programs to drive retention, expansion, and revenue influence
• Build and run a structured advocacy program so Sales always has reference customers ready across key segments and accounts
• Maintain a healthy pipeline of case studies, testimonials, and reviews by proactively recruiting and nurturing advocates
• Own the intake-to-fulfillment process for reference requests so Sales gets what they need and customers aren't overasked
• Write and produce customer stories that actually get used: case studies, one-pagers, win stories, video scripts
• Use AI tools to streamline how the team works (content ideation, segmentation, message testing) and document what works so GTM teams can move faster
• Build campaigns that help customers get more value from Pindrop: onboarding journeys, feature adoption nudges, and lifecycle communications aimed at expansion and retention
• Run the Customer Advisory Board (CAB), bringing together exec-level customers to provide strategic input on product direction and company priorities
• Manage the Executive Sponsorship Program (ESP), pairing Pindrop executives with key accounts to deepen relationships and ensure strategic alignment
• Partner with Customer Success to monitor engagement signals and intervene before customers disengage
• Capture the voice of the customer (VoC) and turn those insights into sharper messaging, better enablement, and concrete product feedback
• Own CFX, Pindrop's annual customer conference: recruit customer speakers, shape the agenda, and drive attendance in partnership with CS and Sales
• Run smaller, recurring touchpoints (webinars, roundtables, advisory sessions) that keep customers engaged between CFX
• Ensure every event surfaces insights that feed back into product and messaging
• Define KPIs for each program and build dashboards with Marketing Ops/RevOps that track advocacy participation, reference utilization, content consumption, and pipeline influence
• Use AI tools to streamline reporting and surface insights faster
• Capture the voice of the customer (VoC) and turn those insights into sharper messaging, better enablement, and concrete product feedback

Requirements

• 4+ years in B2B SaaS or enterprise software marketing, with at least 3 focused on customer marketing, advocacy, or lifecycle programs
• A track record of building advocacy programs that moved real metrics — retention, expansion, pipeline, or sales velocity
• Hands-on experience with marketing automation and CRM (Marketo, HubSpot, Salesforce, or similar)Genuine, day-to-day use of generative AI tools (Claude, ChatGPT, Jasper, CopyAI, or similar) to produce better work faster
• Experience running customer communities, user groups, or advisory boardsExperience with advocacy and review platforms (G2, TrustRadius, Influitive, or similar)

Benefits

• Competitive compensation, including equity for all employees
• Unlimited Paid Time Off (PTO)
• Generous health and welfare plans to choose from
• including one employer-paid “employee-only” plan!
• Best-in-class Health Savings Account (HSA) employer contribution
• Affordable vision and dental plans for you and your family
• Employer-provided life and disability coverage with additional supplemental options
• Paid Parental Leave
• Equal for all parents, including birth, adoptive & foster parents
• One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
• Identity protection through Norton LifeLock
• Recurring monthly Phone and Internet allowance
• One-time home office allowance
• Remote first environment – meaning you have flexibility in your day!
• Company holidays
• Annual professional development and learning benefit
• Pick your own Apple MacBook Pro
• Retirement plan with competitive 401(k) match
• Wellness Program, including Employee Assistance Program, 24/7 Telemedicine