Senior Customer Marketing Manager

About the role

Decagon is seeking a strategic and creative Customer Marketing Manager to build and scale programs that deepen customer engagement, celebrate customer success, and turn users into passionate advocates. This role involves developing and managing customer advocacy and engagement programs, producing high-quality customer stories, and collaborating cross-functionally to track and celebrate key customer achievements.

Responsibilities

• Develop and manage customer advocacy and engagement programs, including reference networks, lifecycle touchpoints, and customer marketing initiatives.
• Alongside Product Marketing Managers (PMM), produce high-quality customer stories, case studies, testimonials, win-wires, and milestone announcements that highlight Decagon's impact.
• Collaborate cross-functionally with Account Management, Customer Success, Sales, Product Marketing, and Leadership to identify strong customer stories and expand our library of assets.
• Build and maintain a roster of customer champions who can support reference calls, speak at events/webinars, provide quotes, and participate in co-marketing.
• Support upsell, cross-sell, and retention campaigns by creating audience-targeted messaging and customer-facing content.
• Track engagement and measure the impact of customer marketing initiatives on retention, advocacy, and pipeline influence.

Requirements

• 5-7 years of experience in customer marketing, product marketing, or customer success.
• Exceptional storytelling, interviewing, and content development skills.
• A strong relationship builder with the ability to work closely with customers and internal stakeholders.
• Highly organized and able to manage multiple projects simultaneously.
• A passion for amplifying customer impact and building programs from the ground up.

Qualifications

• Experience in managing customer relationships and driving customer satisfaction.
• Strong understanding of customer journey mapping and customer lifecycle management.
• Ability to develop and execute go-to-market strategies for customer marketing initiatives.
• Excellent communication and presentation skills.
• Knowledge of customer success methodologies and tools.

Skills

• Strategic thinking and problem-solving skills.
• Experience with customer relationship management (CRM) systems.
• Proficiency in content creation tools such as Canva, Adobe Creative Suite, etc.
• Experience with data analysis and reporting tools.
• Ability to manage multiple projects and meet deadlines.

Benefits

• Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave).
• Medical, Dental, and Vision benefits for you and your family.
• Life Insurance and Disability Benefits.
• Retail Plan (e.g., 401K, pension).
• Parental Leave.
• Fertility and family building benefits through Carrot.
• Daily lunches and snacks in the office to keep you at your best.