Customer Marketing Manager

Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era, focusing on continuous identity verification and deepfake detection. They are seeking a Customer Marketing Manager to own and scale customer advocacy, reference, and lifecycle programs aimed at driving retention, expansion, and revenue influence.

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
• 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)
• 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