Customer Marketing Manager

Customer Marketing Manager

This job has closed but is shown for context on data science work at UserTesting.


Why you’ll love UserTesting:

User Testing enables every organization to deliver the best customer experience powered by human insight. With User Testing’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. 

More than 2,000 customers, including more than half of the top 100 brands in the world, have adopted UserTesting to build better products, make more informed business decisions, and deliver amazing experiences based on customer insights. Backed by Accel and OpenView, UserTesting is headquartered in San Francisco, California with offices in Atlanta, Georgia and Edinburgh, Scotland.

The UserTesting Customer Marketing team’s mission is to engage our customers throughout their entire journey to drive adoption, retention, expansion, and advocacy.

About the role:

You will be responsible for key Customer Marketing programs and initiatives, including the customer reference program, award program, and advocacy campaigns. You are passionate about building relationships with customers, working with them to bring their inspirational stories to market, and engaging them in programs that create mutual success. You will collaborate with Marketing, Customer Success, and Sales teams. You are a relationship builder, a customer-driven, goal oriented, project manager, a creative problem solver, an articulate communicator, and always learning, humble, and kind.

How you will make an impact:


  • Manage Customer Marketing programs and initiatives, including the UserTesting customer reference program (UserTesting Champions), award program (illumi awards), and assist with ongoing advocate marketing campaigns, events, and nurture programs.
  • Source, develop, and leverage a pipeline of content that supports UserTesting’s target audiences, industries, and use cases. These may include customer stories, videos, quotes, stats, webinars, infographics, press releases, etc., all organized, accessed, and tracked through a Customer Marketing Library. 
  • Interview and connect with customers to understand their use cases and passion for our solutions in order to identify and recruit customer fans into our advocate hub (UserTesting CommUnity), build relationships with them, encourage participation in our Human insight User Groups (HUGs) and other events, and strengthen customer engagement by aligning activities to their interests.
  • Help maximize the effectiveness of marketing events, product launches, campaigns, analyst and media activities by supporting them with customer references and content.
  • Measure, track, and share progress on success metrics for your assigned programs and initiatives, including developing dashboards and reports with key findings and their implications for the business.

Job requirements:

  • A BS degree in Business, Marketing, or related field.
  • Ideally 2 years of B2B SaaS Customer Marketing experience, especially reference programs and case studies. 
  • Excellent project management skills with an ability to multitask, work on several projects, and deliver results. 
  • Adept at writing and B2B storytelling with demonstrated examples for customer case studies/success stories.
  • Self-directed, well organized, and highly collaborative.
  • Driven by curiosity to learn, grow, and make an impact on both the business and customer success metrics (satisfaction, adoption, retention, advocacy).
  • Ideally, experience with B2B software including Salesforce, Influitive, Marketo, Pendo.
  • Average weekly hours: 40+
  • Average weekly task breakdown:
  • Planning/Administrative: 20%
  • Project Management/Execution: 50%
  • Meetings/Collaboration: 30%


Why you should work at UserTesting:

We’re honored to be named a 2020 Inc. Best Workplace, and named to Deloitte’s Technology Fast 500 List, among a variety of other awards. Joining UserTesting means being part of a passionate team focused on transforming the way companies learn about their users. 

With UserTesting’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Besides a great work environment and the opportunity to change the world, we’re also growing fast, — join us!

This job has closed but is shown for context on data science work at UserTesting.
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