Senior Customer Marketing Manager

Hey 👋 I'm Emily, Director of Growth Marketing at Pinpoint. We’re a high-growth HR tech company building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place — with a mature product, rapid growth, strong product-market fit, and happy customers. As our customer base grows and our product continues to evolve, we need a dedicated owner to turn well-understood Customer Success and Product insight into clear, repeatable customer-facing programmes that support feature launches, drive adoption, and create expansion-ready demand within our existing customer base. That’s where you come in. We’re hiring a Senior Customer Marketing Manager to plan, build, and run customer marketing programmes that support feature launches and expansion motions at scale. You’ll own the execution of onboarding, adoption, expansion, and advocacy initiatives — reducing reliance on 1:1 CS effort, improving consistency across the customer experience, and supporting our Net Revenue Retention goals. The fine print (but a bit more exciting): This is a remote role based in the UK, with occasional in-person co-working sessions and events in London Customer marketing at Pinpoint is still early. There isn’t a polished lifecycle machine to inherit, and you won’t always have perfect data or clean attribution — you’ll be building and iterating while things are live There is strong direction already from Growth, Customer Success, Product, and our CEO. This role is about executing and operationalising that direction at scale, using good judgment to decide what’s worth prioritising This is a hands-on role — you’ll be responsible for setting up and running the full mechanics of campaigns and programmes yourself (emails, webinars, internal docs, coordination), not just defining what should happen You’ll work at the intersection of product complexity, customer nuance, and commercial pressure, with multiple stakeholders across CS, Product, RevOps, Growth, Content, and Events Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions

Responsibilities:
Design and execute customer marketing programmes that accelerate time to value, drive sustained product adoption, and support confident paths to expansion and advocacy, in close partnership with Customer Success, Product, RevOps, and Growth Prioritise time-to-value and product adoption initiatives in the first 6–9 months, expanding into advocacy and expansion programmes once foundations are in place Create and ship customer-facing content, including onboarding guides, nurture emails, training scripts, enablement templates, and campaign messaging, writing strong first drafts and iterating quickly Translate Customer Success and Product insight into clear, on-brand education materials that support scalable customer learning Design and manage lifecycle nurture programmes for new and existing users, partnering with Marketing Ops on workflow support Support feature launches, product release webinars, and customer-led campaigns in collaboration with Growth Run lightweight advocacy programmes and source customer stories for case studies Define and track success metrics with Marketing Ops and Customer Success, using adoption and expansion data to improve programmes over time Collaborate cross-functionally on lifecycle initiatives that improve the overall customer experience What you won’t own: Setting ARR, expansion, or adoption targets Redesigning the implementation or CS lifecycle process or strategy — you’ll take inputs from those teams and help create assets and experiences that are on-brand Designing in-product journeys or tutorials (Product owns this; you can support as needed) Managing customer success, customer onboarding delivery, or renewals Complex workflow building in HubSpot — Marketing Ops can support anything that’s not feasible to self-serve Tech stack: HubSpot, Intercom, Notion, webinar tooling (e.g. Contrast), CMS (WordPress → Webflow), basic design tools (e.g. Figma).

Requirements:
Experience building or running customer marketing or lifecycle programmes in a high-growth B2B SaaS environment Has worked in environments where customer marketing was still being shaped or evolving, turning CS and Product insight into repeatable, scalable programmes Excellent writer, with clear, confident customer-facing communication as a non-negotiable Strong executor with good judgment, comfortable taking messy or ambiguous inputs and deciding what’s worth shipping Hands-on by default, owning content and programmes end-to-end rather than briefing and delegating — including writing emails, building webinar agendas, coordinating logistics, and creating internal enablement docs yourself Commercially aware, with a solid understanding of how Customer Success teams drive retention and expansion Data-informed, able to prioritise and make recommendations even when the data isn’t perfect Organised and reliable, keeping multiple lifecycle initiatives moving without close oversight UK-based  Huge plus if you have experience in HR tech or recruiting software

Benefits:
We want Pinpoint to be the best place you’ve ever worked —somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get: Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family   Unlimited holidays – Take the time you need to rest and recharge   Mental health support – Unlimited, immediate access to professional counseling via Spill   Retirement contributions – 401k or pension contributions depending on your location   Remote-first – Work where you’re most productive, with flexibility and trust as the default   Equity with real upside – Share in the long-term value you help create   Fully paid parental leave – Up to 16 weeks of paid leave for new parents   Learning budget – Annual funds for courses, books, or anything that supports your growth A detailed overview of our benefits can be found here .