Customer Marketing Manager, EMEA

Overview This person helps move customers from confidence to championship by partnering with Customer Success and Product Marketing to improve onboarding experiences, accelerate time-to-value, and activate customers into the right product adoption and lifecycle motions, then embedding real customer outcomes into campaigns, sales motions, and expansion plays. The role blends customer storytelling, lifecycle activation, campaign execution, and revenue alignment. Key Responsibilities Customer Onboarding and Retention Partner with Customer Success and Product Marketing to operationalize onboarding content and customer proof (welcome series, quick-start guides, onboarding webinars, adoption emails) that drives early product value. Build and scale activation motions that move customers from first value to repeatable usage (e.g., use-case adoption campaigns, customer education moments, peer proof in nurture) in partnership with Lifecycle and CS teams Create feedback loops with CS/RevOps to capture onboarding and adoption insights (common blockers, time-to-first-value patterns) and translate them into messaging, content, and enablement improvements Customer Expansion Working closely with our Demand Gen Team to identify and execute campaigns that drive pipeline and customer innovation, grouping customers by expansion readiness and aligning campaigns to the needs of expansion-ready customer segments Partnering with Sales and Customer Success to identify and prioritise high-risk accounts, aligning customer marketing plays to retention needs, renewal timelines, adoption gaps, and at-risk expansion opportunities. Customer Advocacy Work with the Brand , Comms and EMEA Field Marketing team managing intake, prioritization, and execution of customer stories (video, written, testimonial, reference) Project-managing customer case stories end-to-end: discovery → narrative → approvals → production → activation Delivering advocacy assets in campaign-ready formats that can be reused across digital, ABM, events, lifecycle, and sales enablement Cross-team collaboration Embed customer proof into integrated Demand Gen campaigns (digital, ABM, events, webinars, content) Support late-stage sales motions with customer assets such as case studies, references, testimonials, and peer validation Partner with Product Marketing to align customer confidence stories to key solutions, use cases, and GTM priorities Work closely with Sales, Field Marketing, and ABM teams to support strategic accounts and deal acceleration Partner with Lifecycle and Digital Advertising teams to incorporate customer proof into nurture, email, and paid programs Align with Customer Success to ensure initiatives are customer-first, value-driven, and mutually beneficial Contributing to customer education programs and providing opportunities to create forums for existing customer advocacy Measurement & Optimization Track and report on program performance, including expansion pipeline creation and Renewal Rate Analyse which customer stories, formats, and motions perform best and optimize accordingly Experience Required 4-6+ years of experience in Customer Marketing, Demand Generation, ABM, B2B SaaS Marketing Proven experience supporting or running customer-focused initiatives tied to revenue impact Strong project management skills with the ability to coordinate across multiple teams and stakeholders Ability to translate customer outcomes into compelling, campaign-ready narratives Data-driven mindset with comfort measuring pipeline influence and program performance Creative, story-telling approach with a passion for highlight customers’ key wins Communication skills: Collaborate effectively across teams and present findings clearly. Technical proficiency: Gainsight Ability to measure performance and optimize campaigns accordingly. Comfort working cross-functionally to amplify larger initiatives. Knowledge of B2B buyer personas and how to adapt messaging by platform. Preferred Experience in B2