Senior Customer Marketing Manager
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Job Description
Senior Customer Marketing Manager building customer advocacy and storytelling programs. Supporting retention, expansion, and customer proof for Panopto’s video learning platform.
Responsibilities:
- Establish and grow Panopto’s customer marketing function
- Evaluate current activities, define priorities, create scalable processes, and set program goals and measurement practices
- Own the customer storytelling program and cultivate customer advocates
- Source and draft case studies, testimonials, customer quotes, video stories, and quantified outcome narratives
- Partner with Product Marketing, Sales, and Customer Success to identify evidence gaps and prioritize customer stories
- Build and maintain a scalable customer reference program with permissions, approvals, and reference-use guidelines
- Develop targeted customer engagement, adoption, and expansion campaigns
- Own the customer marketing communications calendar, including newsletters, advocacy invitations, customer-only events, and campaign communications
- Manage third-party review and customer advocacy initiatives such as G2
- Use customer feedback, NPS/CSAT trends, engagement data, and Customer Success input to inform priorities and track progress
- Partner with Marketing Operations and RevOps to improve customer marketing processes, data, and systems
- Establish benchmarks, a prioritized roadmap, repeatable programs, reporting processes, and a sustainable customer marketing operating model
Requirements:
- 5+ years of B2B SaaS marketing experience
- 3+ years in customer marketing, advocacy, or lifecycle marketing
- Demonstrated ownership of customer-facing programs
- Exceptional writing and interviewing skills
- Examples of customer stories translating technical or business outcomes into persuasive, evidence-based narratives
- Experience establishing or scaling customer marketing programs
- Experience defining strategy and operating processes
- Experience aligning stakeholders and delivering results with limited existing infrastructure
- Ability to collaborate with Customer Success, Account Management, Sales, Product Marketing, and Marketing Operations
- Strong project management skills
- Experience defining meaningful KPIs, evaluating campaign performance, and communicating business contributions
- Experience supporting customer adoption, cross-sell, or upsell campaigns in mid-market or enterprise SaaS
- Familiarity with HubSpot, Salesforce, customer segmentation, or marketing automation systems
- Experience producing or directing customer testimonial assets
- Experience working with higher education, enterprise learning, training, or video technology audiences
Benefits:
- Bonus eligibility
- Health insurance
- Flexible spending accounts
- Retirement savings plans
- Life and disability insurance programs
- Paid and unpaid time away from work
- Remote work eligibility
- Flexible or remote-friendly work arrangements
- Reasonable accommodations for applicants with disabilities
- Human review option for applicants who request non-automated application review
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