Customer Marketing Manager

Deskpro is hiring a Customer Marketing Manager to build and scale its customer marketing function. The role turns customer insights into stories, advocacy programs, and targeted campaigns that support adoption, retention, and account expansion.

Responsibilities:

• Partner with Customer Success and Product to understand customer goals, challenges, and adoption, and turn that feedback into insights for messaging, positioning, and go-to-market strategy
• Identify customer champions and build a repeatable process for recruiting and managing advocates for testimonials, case studies, references, and speaking opportunities
• Build and scale a program to generate meaningful reviews on G2 and other relevant platforms
• Partner with Sales and Customer Success to identify cross-sell and upsell opportunities across existing accounts, including additional teams, departments, and use cases
• Develop targeted customer campaigns, informed by customer insights and buying signals, that connect Deskpro's capabilities to customer priorities and create momentum around expansion
• Equip Sales and Customer Success with messaging, references, and customer proof points that build credibility, overcome objections, and advance new business and expansion conversations
• Own the customer story pipeline with the Senior Content Marketing Manager: find and interview customers, coordinate approvals, and publish stories that show measurable business impact and differentiated use cases
• Repurpose customer stories across campaigns, the website, sales enablement, competitive positioning, and events
• Establish KPIs and reporting for customer marketing, including advocacy participation, content engagement, campaign performance, and influenced expansion pipeline
• Use engagement and performance data to improve programs and show their business impact

Requirements:

• 3+ years of B2B SaaS marketing experience, including hands-on customer, lifecycle, or advocacy marketing
• Strong interviewing and writing skills: the ability to draw the business outcome out of a customer conversation and turn it into a compelling story
• The ability to recruit customer advocates and keep them engaged in references, reviews, case studies, and speaking opportunities
• The ability to plan and run campaigns for existing customers that drive adoption, cross-sell, and upsell, in partnership with Sales and Customer Success
• Commercial instincts: the ability to connect marketing work to pipeline and revenue, and to measure and report its impact
• Strong project management: the ability to run several programs at once and turn them into repeatable processes
• The ability to use AI to automate repetitive work, analyze customer and campaign data, and streamline go-to-market workflows, so you can spend more time on customers and less on busywork
• Experience building a customer marketing function from the ground up
• Experience measuring and attributing marketing's influence on expansion pipeline and revenue
• Knowledge of help desk, CX, ITSM, or customer support software
• Hands-on HubSpot expertise, such as segmentation, lifecycle workflows, and attribution
• Experience running a G2 review program or a customer advisory board