Lead Customer Marketing Manager

Want to help us help others? We’re hiring! GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010. Join us! The GoFundMe Pro team is searching for our next Lead Customer Marketing Manager to sit within our Demand Generation team and serve as the bridge between Product Marketing (PMM) and Customer Experience (CX). This role is focused on equipping account managers, driving review generation, and ensuring customers receive clear, timely communication. You'll be a program builder and cross-functional operator who keeps the customer-facing engine running smoothly between product, marketing, and the teams that own customer relationships day to day. What You'll Do Customer & Release Communications 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. Account Manager Enablement 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. Review Generation Programs 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. PMM–CX Bridge 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. What We're Looking For 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. Why you’ll love it here Make an Impact : Be part of a mission-driven organization making a positive difference in millions of lives every year. Innovative Environment : Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere. Collaborative Team : Join a fun and collaborative team that works hard and celebrates success together. Competitive Benefits : Enjoy competitive pay and comprehensive healthcare benefits. Holistic Support : Enjoy financial assistance for things like hybrid work, family planning, along with gene…