Principal Customer Marketing Manager

Gainsight is a leader in AI-powered customer success solutions, helping companies enhance customer retention and growth. The Principal Customer Marketing Manager will drive global advocacy and executive engagement programs, turning successful customers into market champions while collaborating with various teams to influence sales and revenue.

Responsibilities:

• Advocacy Operations: Inform the strategy and execution of our global customer recognition and advocacy ecosystem, ensuring a steady pipeline of advocates ready to support Marketing, Sales, and Product initiatives
• Executive Engagement Programs: Operationalize and manage high-touch initiatives, including the Executive Sponsor Program and Customer Advisory Boards (CAB), to foster strategic alignment between our leadership and top-tier accounts
• High-Impact Customer Evidence: Orchestrate the end-to-end production of customer success stories, video testimonials, and case studies that demonstrate tangible ROI and support key market narratives
• Market Reputation & Peer Reviews: Drive our third-party review strategy on critical platforms (e.g., Gartner Peer Insights, G2), ensuring our brand reputation remains a market leader through authentic customer voices
• Sales & Revenue Influence: Partner with Sales and Customer Success to scale our reference and referral programs, directly impacting deal velocity and providing validated social proof during the sales cycle
• This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events

Requirements:

• 8+ years of relevant experience in Customer Marketing, Advocacy, or Strategic Marketing and a Bachelor's degree (or equivalent combination of education and experience), required
• Executive Presence: Proven ability to interface with and influence C-suite stakeholders, both internally and externally
• Strategic Storytelling: A sharp ability to extract compelling, ROI-driven narratives from complex customer implementations
• Operational Mindset: Experience building and scaling repeatable processes and playbooks for global programs
• Gainsight Proficiency: Hands-on experience using the Gainsight platform to drive customer engagement or advocacy workflows
• AI Innovation: Experience leveraging AI-powered tools to scale content production or customer sentiment analysis
• Event Production: Experience managing marquee in-person and virtual customer events