Customer Marketing Manager

Pindrop

20h•Remote

About The Position

As the Customer Marketing Manager, you will own and scale Pindrop’s customer advocacy, reference, and lifecycle programs to drive retention, expansion, and revenue influence. You’ll sit at the intersection of Marketing, Sales, Customer Success, and Product, transforming customer stories and data into programs that deepen engagement and turn our happiest customers into champions of Pindrop’s solutions. Customer advocacy and references: 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 Content: 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 Lifecycle and adoption programs: 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 Customer events and community: 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 Measurement: 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 Insights: 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)

Nice To Haves

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

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

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!
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