Customer Marketing Manager

Talkdesk • Chicago, IL

4h

About The Position

Talkdesk is looking for a Marketing Manager, Customer Experience & Advocacy to support and scale our post-sale customer journey and Advisory Board programs. This is a highly visible, customer-facing role on the Customer Marketing team, ideal for someone who is excited by building real relationships with customers, celebrating their success, capturing the voice of the customer and using data and experimentation to improve lifecycle engagement.
As Talkdesk continues to grow its enterprise footprint and Customer Experience Automation (CXA) strategy, the post-sale experience has become one of our most powerful levers for retention, expansion, and advocacy. In this role, you’ll work closely with Customer Marketing leadership to help orchestrate how customers experience Talkdesk after the sale, ensuring communications are timely, relevant, personalized, and measurable.
This is an exceptional opportunity for a marketer who wants to deepen their skills in lifecycle marketing, customer advocacy, and analytics, while partnering directly with customers and cross-functional teams.

Requirements

• Have 3–5 years of experience in B2B, customer, or lifecycle marketing (or a related field)
• Are energized by working directly with customers and celebrating their success
• Create customer-facing content and programs that feel thoughtful, helpful, and human
• Are comfortable analyzing data to understand what’s working, and what’s not
• Get excited about metrics, dashboards, experimentation, and performance trends
• Actively test, optimize, and iterate to improve engagement
• Balance deep customer empathy with strong measurement rigor
• Are organized, proactive, and able to manage multiple initiatives with attention to detail
• Communicate clearly and confidently with both customers and internal stakeholders
• Thrive in fast-paced environments and navigate ambiguity with a problem-solving mindset
• Leverage AI thoughtfully to increase speed and impact
• A Bachelor's degree is preferred

Responsibilities

• Support the mapping and evolution of the post-sale customer journey across onboarding, adoption, expansion, and renewal
• Help develop and refine customer-facing communications, including welcome flows, product updates, training touchpoints, advocacy invitations, and community content
• Partner with cross-functional teams (Customer Success, Product, Support, Marketing Ops) to reduce noise, eliminate duplication, and close gaps in customer communications
• Assist in strengthening customer data foundations to ensure communications reach the right personas at the right time
• Help maintain accurate customer contact data in Salesforce, aligned with Gainsight and Talkdesk systems
• Support opt-in, preference, and segmentation strategies that improve relevance and reduce fatigue
• Monitor engagement metrics across post-sale communications (email, community, events, advocacy programs)
• Analyze performance trends and identify opportunities to improve targeting, timing, and messaging
• Design and execute A/B tests to continuously optimize subject lines, content, cadence, and calls to action
• Help establish reporting baselines and dashboards that track engagement, fatigue signals, and lifecycle impact
• Bring a hypothesis-driven mindset: test, learn, iterate, repeat
• Support the Advisory Board program by helping create customer-facing content, capturing insights, and strengthening relationships with members
• Partner directly with customers to surface best practices, success stories, and proof points
• Help evolve customer advocacy programs (e.g., CAB, Titans, awards, webinars, community) to drive deeper engagement and participation
• Ensure customer voices are amplified internally and externally in thoughtful, authentic ways

Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP)
• 401(k) plan
• Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.
• Talkdesk offers 14 paid holidays each year.
• Employees have uncapped paid time off, subject to manager approval and consistent with business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level