Customer Marketing Manager

New Relic•Chicago, IL

20h•Remote

About The Position

The Customer Marketing team brings the heart and soul of New Relic to life by putting our customers’ voice at the center of everything we do as a company. This role focuses on building deep partnerships with our most strategic customers, particularly IT or engineering executives and decision-makers, to transform their technical success into scalable business outcomes. Supporting the Americas region, this role will work closely with Communications/PR, Field Marketing, Product Marketing, Sales, Demand Generation and the wider Go-To-Market team by expanding our customer reference roster and developing customer advocacy and stories. This role requires a strategic thinker who will recruit and interview customers to learn about their specific use cases, and how New Relic helps solve those challenges to achieve their business objectives and results. You will lead the end-to-end process of uncovering, developing, and promoting the narratives that differentiate New Relic in a complex market. This is a highly cross-functional role requiring a blend of strategic storytelling, operational rigor, and a focus on measurable impact.

Requirements

5+ years relevant work experience preferably with a professional IT services company or SaaS software provider in customer-facing roles in Marketing, Sales or Customer Success.
Experience in conducting interviews with B2B technology buyers and users; with ability to clearly communicate technical content and product use cases to both technical and non-technical audiences.
Proven capability of interacting with senior executives and C-Level customers
Experience in content marketing, customer marketing programs, product or technical marketing, developer relations and/or communications in a fast-paced, highly technical environment.
Excellent storytelling skills including preparing advance briefing materials, interviewing and editing. Experience successfully managing large, complex, global customer engagements to completion and customer satisfaction.
Strong interpersonal, verbal and written communication skills.
Experience in meeting facilitation and presentation delivery
Commitment to customer satisfaction & attention to detail
Intermediate Excel / spreadsheet skills, including conducting analysis of data to use in creating compelling content.
Native-level English fluency required.

Nice To Haves

An AI-First Mindset: You leverage AI tools to scale content production, analyze customer sentiment, or automate advocacy workflows, staying ahead of the curve in marketing technology.
A Proven "Closer" Mentality: You have a documented track record of successfully recruiting high-profile customer advocates from "hard-to-get" enterprise accounts.
Multimedia Instincts: A keen eye for visual storytelling, including experience directing/editing video testimonials or designing high-impact presentation decks for executive audiences.
Global Communication Skills: Upper intermediate foreign language (level B2+) in Spanish, Portuguese or other romance languages.

Responsibilities

Build strategic and integrated joint marketing partnerships with our global accounts, executives, and technical users to capture impactful customer success stories for use by marketing, sales, and field teams.
Work cross-functionally across the business to identify, align, and promote customer marketing needs and solve for process, efficiency and scale.
Build, promote, and actively lead the planning and development of all forms of customer content, including: case studies, videos, slide decks, media opportunities, speaking engagements, analyst interviews, and recruitment for participating in New Relic and industry events.
Manage a variety of customer marketing projects in various stages of development. Track and measure monthly metrics and provide regular reports to marketing and sales leadership.
Build and maintain strong relationships with a diverse set of internal and external constituencies, most important being our customer-facing teams.
Responsible for expanding our customer reference roster and developing customer advocacy and stories in the Americas region. Helps provide sales with customer references to close sales opportunities.
Partners with the field marketing and sales teams to build successful campaigns around engaged customers.
Helps drive an increase in product usage and adoption, in close partnership with developer relations, sales, and product marketing, PR, field marketing.
Outcome-Oriented: You focus on how customer stories impact the bottom line, including shortening sales cycles, increasing retention, and driving brand equity.
Expert Interviewer: You possess the technical literacy to discuss complex observability challenges and the emotional intelligence to extract the human element of a story.
Strategic Operator: You enjoy building the "machine" as much as the content. You thrive on creating repeatable processes that allow advocacy to scale across a global organization.
Customer Advocate: You have a deep empathy for the customer's journey and a commitment to making them the hero of every narrative.