Customer Marketing Manager

Launched in 2018, Forethought offers the world’s most advanced AI agents for CX — enterprise-ready and built for every customer moment. Handling billions of monthly interactions for leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents think, act, and improve — delivering better customer experiences and scalable business impact. The Role We’re looking for a Customer Marketing Manager to build the programs that engage, retain, and grow our customer base. This role will own customer engagement efforts, lifecycle campaigns, customer advocacy, and voice-of-customer programs. As our products, customer base, and AI capabilities rapidly scale, we need a manager who will unify customer engagement programs across our CSM, CX, sales, and marketing teams. The goal is to build a repeatable, data-driven customer marketing program that fuels adoption, expansion, and advocacy. This role is highly cross-functional and critical to revenue, retention, and customer success. What You’ll Own Customer Lifecycle Build automated lifecycle journeys across onboarding, adoption, renewal, cross-sell, and upsell. Partner with our customer support team to operationalize customer communications and reminders. Drive revenue impact by identifying and activating expansion moments at key lifecycle intervals. Customer Comms & Engagement Own customer newsletters and product update announcements. Design event-triggered campaigns using product signals, Appcues events, and Salesforce data. Support, with opportunity to own, customer-facing webinars, events and other campaigns and programs. Customer Advocacy Build and scale programs for G2 reviews, testimonials, references, and referral motions. Maintain an always-on pipeline of customer quotes, case studies, and success stories. Capture customer sentiment (NPS, in-app feedback, surveys) and surface insights internally. What Success Looks Like Within the first 6–12 months, success includes: Higher activation rates: measurable increases in product adoption during the first 90 days. Expansion pipeline growth: new upsell/cross-sell opportunities sourced through campaigns. Scalable social proof: case studies, testimonials, and quotes produced consistently. Engaged customer base: strong email and in-app engagement across content types. Who You Are 5+ years in customer marketing, lifecycle marketing, or a related B2B marketing role. Strong storyteller with excellent writing and communication skills. Experience building customer content across email, in-app, and more. Highly collaborative; comfortable working cross-functionally with CS, sales, and marketing. Analytical and curious. Driven to understand what makes customers tick and how to keep them engaged. Organized and proactive, with strong project management skills and attention to detail. What You Get: A chance to be an early member of a hyper-growth startup with equity to match An opportunity to help us define a new market within AI Ability to solve challenging problems with a world-class team A low ego company culture that is obsessed with feedback and helping each other grow A distributed team, with a flexible approach to work that allows you to choose how you best work Health Insurance Paid maternity, paternity & parental leave Company-wide wellness days If you are passionate about leveraging technology to drive positive change and thrive in a client-facing role, we want to hear from you! Apply now to join our team and help us deliver exceptional solutions to our clients. The salary range, $100,000-$130,000, reflects the target for new hire base salaries; final offers are tailored to the candidate's specific location, years of experience, and job-related competencies.