Lead Customer Marketing Manager

GoFundMe

8d•$118,500 - $177,500•Hybrid

About The Position

GoFundMe Pro is seeking a Lead Customer Marketing Manager to join the Demand Generation team. This role will act as a liaison between Product Marketing (PMM) and Customer Experience (CX), focusing on empowering account managers, driving review generation, and ensuring effective customer communication. The ideal candidate will be a program builder and cross-functional operator who can maintain smooth operations between product, marketing, and customer-facing teams.

Requirements

7+ years of B2B SaaS marketing experience, with significant experience in customer marketing, lifecycle marketing, or a closely related function.
Proven track record of running review programs and building AM-facing enablement materials.
Exceptional writing skills, with the ability to translate product complexity into clear, concise customer communication.
Strong cross-functional collaboration skills, with experience working across PMM, CX, and Sales.
Familiarity with tools like Gong, Gainsight, HubSpot, G2, or similar platforms is a plus.

Nice To Haves

Familiarity with tools like Gong, Gainsight, HubSpot, G2, or similar platforms.

Responsibilities

Own email communications to existing customers, including feature announcements, release notes, and product updates, in close partnership with PMM.
Translate product-led messaging into clear, benefit-forward language for customers at all stages of their journey.
Maintain a communication calendar aligned with product releases, launches, and key customer lifecycle moments.
Ensure customers are informed about product changes through timely and targeted communication.
Build and maintain a library of Gong call templates, talk tracks, and conversation guides for account managers to use in renewals, upsells, objection handling, and business reviews.
Develop QBR and EBR templates in collaboration with CX leadership to ensure a consistent value story.
Create one-pagers, email templates, and other customer-facing collateral for account managers.
Partner with CX and Sales leadership to identify and address gaps in AM tooling.
Own the strategy and execution of review generation across platforms like G2, Capterra, and Trustpilot, including outreach cadences, timing logic, and incentive structures.
Work with CX to identify suitable customers for review requests and build repeatable workflows.
Monitor review volume, ratings, and response trends, reporting on program performance and iterating as needed.
Act as the connective tissue between PMM and CX, ensuring product positioning is accurately reflected in customer communications while incorporating feedback from account teams.
Participate in launch planning to represent the customer communications workstream.
Surface insights from account manager conversations and CX data to help PMM refine messaging and prioritization.