Customer Marketing Manager

Deskpro; Austin (TX); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Job summary

Deskpro is seeking a Customer Marketing Manager to build and scale our customer marketing function across lifecycle, advocacy, and expansion. Reporting to the Head of Marketing, you’ll partner with Success, Sales, and Content to turn customer insights into compelling stories and programs.

You’ll develop targeted campaigns, recruit advocates, and deliver measurable impact on adoption, renewal, and expansion, helping Deskpro extend its full-funnel marketing strategy.

Qualifications

• 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

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

Skills

B2B SaaS marketing

Interviewing skills

Writing skills

Advocate recruitment

Campaign planning

Revenue orientation

Project management

AI for automation

Tools

HubSpot

CRM software

Job description

About The Role

Deskpro is looking for a Customer Marketing Manager to help us better understand our customers, amplify their success, and drive growth across the customer lifecycle.

Deskpro is looking for a Customer Marketing Manager to help us better understand our customers, amplify their success, and drive growth across the customer lifecycle.

Reporting to the Head of Marketing, you'll work closely with our Senior Content Marketing Manager, Customer Success Managers, and Sales team to build and scale our customer marketing function. You'll turn customer insights into compelling stories, develop advocacy programs, and create targeted marketing initiatives that support product adoption, account growth, and expansion opportunities.

This is a hands-on, build-from-the-ground-up opportunity for a marketer who enjoys connecting with customers, understanding their business priorities, and translating customer needs into meaningful marketing programs. You'll play an important role in Deskpro's land-and-expand strategy, helping identify opportunities within existing accounts, strengthen customer relationships, and equip Sales and Customer Success with the insights and resources needed to grow those relationships.

You'll help Deskpro evolve into a full-funnel marketing organization by extending our impact beyond acquisition to include customer engagement, advocacy, retention, and expansion pipeline.

What You'll Do

In your first year, you'll incrementally build Deskpro's customer marketing function in partnership with Customer Success, establishing a consistent approach to customer advocacy and storytelling while developing targeted campaigns that contribute to the expansion pipeline.

Customer insights & advocacy

• 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

Customer marketing & expansion

• 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

Customer content & storytelling

• 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

Measurement & reporting

• 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

What you'll bring

• 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

Nice to have

• 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

Benefits

Compensation & benefits

• Base salary: $95,000-$115,000 annually, depending on experience and qualifications
• Benefits: health, retirement, PTO and equipment

Why join Deskpro

We're sharpening our focus on the customers we serve best and investing in our product to serve them even better. You'll join an agile team with a direct line to leadership and real room to shape how we work.

You’ll build customer marketing from the ground up and see its impact on expansion pipeline directly. If you love telling customers’ stories and want your work to visibly move the business, we'd like to talk.

About Deskpro

Deskpro helps organizations deliver exceptional customer and employee support with modern help desk software that brings ticketing, automation, self-service, and AI capabilities together in one platform. We help support teams work more efficiently without losing the human element that makes great service possible.

Equal opportunity

Deskpro is an equal opportunity employer. We value diverse perspectives and are committed to building an inclusive team.