Customer Marketing Manager

Role Description

The Customer Marketing Manager will join the Customer Marketing team and help build our mission of giving Dropbox customers the platform to amplify their voices and brands by building advocates to accelerate engagement, influence growth and drive revenue. Our team drives greater customer centricity across Dropbox by sourcing and engaging with customers, while collecting feedback we build products and prepare for key launches.

On this team, you will build high-value customer relationships, playing a critical role in owning our Advocate Launch Groups Program, Global Customer Reference and Customer Content relationships. You will also play a critical role in supporting the community management of our Customer Champions Program and Advocate Slack community, programs built on fostering a valuable and engaging community of customer members globally.

You will drive the evolution of our Advocate Launch Groups, finding new and innovative ways to engage with customers, capture business critical insights and close our customer feedback loop for key product launches.

You will help us reimagine the Customer Reference Program, build our pipeline, and partner with cross-functional partners to educate and incentivize teams to sign on new reference customers, using customer content and tools to track engagement and impact. You will partner closely with our Content team to own the identification, selection, coordination and measurement of customer stories, case studies and testimonials, as well as support the sourcing of key audiences for our product launches, key events and internal customer requests.

You will play a critical role in coordinating cross-functionally with stakeholders, maintaining the customer reference tools, advocate CRM and tools, while working to build relationships with our external customers and agency partners. You will own the internal customer engagement processes end to end, leveraging tools to manage our customer reference database and work closely with analytics to drive scale and measurable impact.

This is a highly cross-functional role, and applicants will be expected to interface and build strong relationships with a broad array of internal teams across marketing, sales, product, comms and customer experience. This role has a strong focus on delivering impact and results.

Responsibilities

• Own and scale the Advocate Launch Group Program, driving strong customer engagement and actionable insights to the business, owning the E2E programming, attendee pipeline and high-visibility cross-functional team, creating opportunities to build advocates for key launches, events and customer storytelling opportunities
• Own and scale the customer content program by owning the end-to-end customer relationships and pipeline strategy, distributing assets to sales and measuring impact
• Own and scale the global customer reference program & internal SPIFF with our global sales leaders  
• Own key tools to support The Customer Reference Program - using Salesforce/CRM, ReferenceEdge, HighSpot and Dropbox DocSend to manage customer content. 
• Own the new customer advocate web pages and support the content team on our dropox.com/customers surface
• Update and manage our internal testimonial and quote bank, drl/customers as well as our DAM
• Support The Customer Champions Program and Advocate community, supporting the engagement and identification of references and customer story candidates
• Understand the scope and customer requirements across functional teams for each product and campaign launch, as well as key global events
• Apply the launch process to source customers for key product launches, managing multiple launches at the same time
• Own the quarterly earnings call pipeline and communication 
• Help maintain team budget operations, submit POs, and apply invoices

Requirements

• 3+ years of customer marketing experience, preferably with running customer reference programs, feedback programs and advocacy community groups
• Excellent communication skills (written, verbal, visual), both for internal audiences and customer-facing messaging
• Excellent proactive communication, advocating for their views, sharing key milestones to leads and stakeholders, asks for support early and often when needed and comfortable sharing feedback to partners ongoing
• Deep empathy for both cross-functional partners and end users, with strong customer-centricity and experience serving as the voice of the customer
• Team player first and foremost, proven success collaborating with cross-functional teams 
• Strong results-driven leader who can deliver ongoing milestones and solve for impact and results
• Strong interpersonal skills and executive presence
• Strong project management skills; results-focu