Senior Marketing Manager, Customer Strategy (USA Only - 100% Remote) - Remote Eligible

Senior Marketing Manager

We're hiring a Senior Marketing Manager who will own customer insight, advocacy, and experience at Close. Right now, our customers love Close and it's time that we translate that love into marketing that drives growth. As our Senior Marketing Manager focused on customer strategy, you'll be the one who listens to customers, finds the signal in their feedback, builds relationships with advocates, and turns their voices into marketing that resonates. You'll work across the entire customer journey, from acquisition through retention, ensuring customer insight shapes how we message, launch, and educate.

This role is both strategic and hands-on. You'll define what our customer advocacy system looks like, identify where we're missing the mark on education, and influence how Product, Sales, and Growth teams think about customers — and you'll be the one to make it happen. You'll operate with autonomy, build structure where none exists, and serve as connective tissue between our customers and every team that touches them. Close invests in getting customer marketing right because we know it drives real business outcomes. The best part: our customers genuinely want to help us. You'd be the one channeling that energy into stories, proof points, and insights.

You will:

• Build the customer insight engine. You'll gather feedback from customer interviews, sales calls, support tickets, G2 reviews, NPS surveys, and community conversations. You'll audit how we currently listen to customers, decide which inputs matter most, and build centralized systems so this insight is accessible and actionable for Marketing, Product, and Sales teams.
• Identify and cultivate customer advocates. You'll find the customers with the strongest stories and build long-term relationships with them. You'll track who they are, what makes their stories compelling, and when to activate them for launches, campaigns, or competitive content.
• Define how customers show up in marketing. You'll partner with Content, Lifecycle Marketing, and Growth to ensure customer voices appear across the website, owned channels, lifecycle emails, and paid campaigns. You'll shape the strategy and execution so customer proof points land where they matter most.
• Pressure-test our marketing before it ships. Whether it's a product launch, new messaging, or education content, you'll put it in front of real customers and prospects. You'll run experiments, gather feedback, and turn what you learn into recommendations that influence GTM decisions.
• Identify and fill education gaps. You'll map where customers need more support to adopt and succeed with Close. You'll define the education content strategy and partner with teams internally (or externally) to fill those gaps.
• Produce tangible outputs. Your work will result in customer story assets (case studies, testimonials, video quotes), messaging frameworks validated by customers, education content briefs, launch narratives backed by proof points, and insight reports that teams actually use.

You are:

• A seasoned customer-led marketer with 5+ years in B2B SaaS. You've spent real time listening to customers. You know how to conduct interviews that uncover insight, not just validate assumptions. You've shaped messaging before, and you've seen how the right customer proof point can change a campaign's trajectory.
• Comfortable building structure where none exists. You'll need to decide which customer feedback channels matter most, design the systems to capture insight, and figure out how customer stories should show up across our marketing.
• A natural storyteller with strong positioning instincts. You know which stories will resonate and why. You understand how to position a product without making it sound like every other SaaS tool. You have a knack for translating customer insight into marketing that lands, not just documenting what customers say.
• Curious about how customers actually think and behave. You ask follow-up questions. You notice patterns in how different customer segments talk about the same problem. You get excited when a customer uses an unexpected phrase to describe value, because you know that phrase matters.
• Scrappy and execution-oriented, not just strategic. Yes, you'll define strategy. But you'll also conduct the interviews, write the messaging briefs, track down customer advocates, and partner with Content to get stories live. You're not above rolling up your sleeves. We're a small team, and the best work happens when senior people are willing to do the tactical work alongside the strategic thinking.