Note: The job is a remote job and is open to candidates in USA. GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. They are seeking a Lead Customer Marketing Manager to bridge the gap between Product Marketing and Customer Experience, focusing on customer communications, account manager enablement, and review generation.
Responsibilities
- Own email communications to existing customers, including feature announcements, release notes, product updates — developed in close partnership with PMM
- Translate product-led messaging into clear, benefit-forward language appropriate for customers at every stage of their journey
- Maintain a communication calendar aligned to product releases, launches, and key moments in the customer lifecycle
- Ensure customers are never caught off guard by product changes; you're the person who makes sure the right message gets to the right customer at the right time
- Build and maintain a library of Gong call templates, talk tracks, and conversation guides that help account managers navigate renewals, upsells, objection handling, and business reviews
- Develop QBR and EBR templates in collaboration with CX leadership that help account teams tell a consistent value story
- Create one-pagers, email templates, and other customer-facing collateral that AMs can pull from at key moments in the account lifecycle
- Partner with CX and Sales leadership to identify gaps in AM tooling and close them
- Own the strategy and execution of review generation across platforms like G2, Capterra, and Trustpilot — including outreach cadences, timing logic, and incentive structures
- Work with CX to identify the right customers for review asks and build repeatable workflows
- Monitor review volume, ratings, and response trends; report on program performance and iterate accordingly
- Act as the connective tissue between PMM and CX, ensuring product positioning is reflected accurately in customer communications while staying grounded in what account teams actually hear from customers
- Participate in launch planning to represent the customer communications workstream
- Surface insights from account manager conversations and CX data that help PMM sharpen messaging and prioritization
Skills
- 7+ years of B2B SaaS marketing experience, with meaningful time in customer marketing, lifecycle marketing, or a closely adjacent function
- Proven track record running review programs and building AM-facing enablement materials
- Exceptional writer who can translate product complexity into clear, concise customer communication
- Strong cross-functional operator; you know how to work across PMM, CX, and Sales
- Familiarity with tools like Gong, Gainsight, HubSpot, G2, or similar platforms is a plus
Benefits
- Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
- Comprehensive healthcare benefits.
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) saving program
- Equity and other benefits to employees, including healthcare, dental, vision, life insurance and 401(k) saving program.
- Financial assistance for things like hybrid work, family planning
- Generous parental leave
- Flexible time-off policies
- Mental health and wellness resources to support your overall well-being.
- Learning, development, and recognition programs
- Volunteering program
Company Overview