Lead Customer Marketing Manager

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. They are seeking a Lead Customer Marketing Manager to bridge the gap between Product Marketing and Customer Experience, focusing on customer communications, account manager enablement, and review generation.

Responsibilities:

• Own email communications to existing customers, including feature announcements, release notes, product updates — developed in close partnership with PMM
• Translate product-led messaging into clear, benefit-forward language appropriate for customers at every stage of their journey
• Maintain a communication calendar aligned to product releases, launches, and key moments in the customer lifecycle
• Ensure customers are never caught off guard by product changes; you're the person who makes sure the right message gets to the right customer at the right time
• Build and maintain a library of Gong call templates, talk tracks, and conversation guides that help account managers navigate renewals, upsells, objection handling, and business reviews
• Develop QBR and EBR templates in collaboration with CX leadership that help account teams tell a consistent value story
• Create one-pagers, email templates, and other customer-facing collateral that AMs can pull from at key moments in the account lifecycle
• Partner with CX and Sales leadership to identify gaps in AM tooling and close them
• 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 the right customers for review asks and build repeatable workflows
• Monitor review volume, ratings, and response trends; report on program performance and iterate accordingly
• Act as the connective tissue between PMM and CX, ensuring product positioning is reflected accurately in customer communications while staying grounded in what account teams actually hear from customers
• Participate in launch planning to represent the customer communications workstream
• Surface insights from account manager conversations and CX data that help PMM sharpen messaging and prioritization

Requirements:

• 7+ years of B2B SaaS marketing experience, with meaningful time in customer marketing, lifecycle marketing, or a closely adjacent function
• Proven track record running review programs and building AM-facing enablement materials
• Exceptional writer who can translate product complexity into clear, concise customer communication
• Strong cross-functional operator; you know how to work across PMM, CX, and Sales
• Familiarity with tools like Gong, Gainsight, HubSpot, G2, or similar platforms is a plus