Customer Marketing Manager

Pindrop is a leading identity trust platform for the AI era, focused on securing customer interactions against fraud. The Customer Marketing Manager will drive customer advocacy and lifecycle programs aimed at retention and revenue influence, collaborating across Marketing, Sales, and Customer Success.

Responsibilities:

• 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 boards
• Experience with advocacy and review platforms (G2, TrustRadius, Influitive, or similar)
• Background in cybersecurity, fraud, contact center, or AI/ML products and the ability to translate technical complexity into clear customer value
• Familiarity with AI concepts in GTM contexts (personalization, AI agents, LLM-driven workflows)
• Experience planning and executing customer-facing conferences or large-scale events, including speaker management, agenda development, and attendance strategy
• Comfort working with data and analytics tools to measure program performance, build reports, and translate numbers into actionable insights