Lead Customer Marketing Manager
Job description
About the role
This position drives customer communication strategy as a program builder and cross-functional operator. You will connect product marketing initiatives with the work of account managers and review teams. Your primary focus is shaping how GoFundMe communicates with customers throughout every digital interaction. You ensure that the right message reaches the right customer at the right moment. You will define and own the end-to-end narrative for customer touchpoints, aligning messaging with business objectives. This role requires a deep understanding of the customer journey to create cohesive and compelling stories. You will act as the voice of the customer within the marketing organization to influence strategy. Your work will directly influence retention, expansion, and trust in the platform.
Key facts
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Location: Remote
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Engagement: Remote based
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Compensation: $132,840 to $199,260 annually
What you'll do
You will set and maintain standards for customer communication across all digital channels. This role involves coordinating the creation of release notes in partnership with product teams to ensure clarity and consistency. You will design comprehensive toolkits for account managers to use during renewals, upsells, and business review conversations. A core responsibility is owning the strategy for review generation and reputation management. This work spans platforms such as G2, Capterra, and Trustpilot to capture authentic feedback. You will define specific outreach cadences and timing logic for review and feedback initiatives to optimize response rates. You will build customer-facing collateral, including one-pagers and email templates that support account teams at crucial moments. Maintaining a communication calendar is essential to ensure customers are informed of product changes before public launch. You will partner with leaders in Customer Experience and Sales to surface insights that refine product messaging and positioning over time. A significant part of your role involves identifying the right customers for review requests and creating repeatable outreach workflows that scale. You will monitor review volume, ratings, and response data to analyze performance and guide iterations that improve program effectiveness. This includes conducting regular audits of customer communications to identify gaps and opportunities for improvement. You will work closely with product teams to translate complex feature updates into clear, customer-centric narratives. You will leverage data to test different messaging approaches and optimize for key engagement and conversion metrics.
Requirements
You must bring a background of 7+ years of B2B SaaS marketing experience focused on customer marketing or lifecycle work. You have a proven history of managing review programs and creating enablement materials for account managers to drive consistent messaging. You excel at translating complex product details into clear, concise messages for customers across various formats. You operate smoothly across product marketing, customer experience, and sales functions with strong influence and empathy. Familiarity with platforms such as Gong, Gainsight, HubSpot, G2, or similar tools is an advantage for this role to streamline workflows and reporting. You are comfortable working in a fast-paced environment where priorities shift and agility is required. Strong written and verbal communication skills are essential for crafting messages that resonate with diverse audiences. You demonstrate ownership and accountability by seeing projects through from strategy to execution and measurement. You are comfortable making data-driven decisions and iterating based on performance results and stakeholder feedback.
Nice to have
Preferred experience with customer onboarding, expansion campaigns, and lifecycle email programs. Demonstrated success in managing a portfolio of customer communications and cross-functional dependencies. Experience with fundraising or mission-driven platforms is a plus but not required.
Practical notes
This is a remote-based role with no location restrictions. The engagement is fully remote, and the candidate is expected to work from their designated location. The compensation range for this position is between $132,840 and $199,260 annually, aligned with experience and level. No additional benefits, bonuses, or equity details are specified in the source material. There are no outlined travel requirements, visa sponsorship details, or application deadlines in the provided source.