Customer Marketing Manager (Remote, US)

Grafana Labs is looking for an experienced Customer Marketing professional to join us as we grow our advocacy, reference, and community-building efforts in the Americas (AMER). As a Customer Marketing Manager (AMER), you will work closely with the Director, Customer Advocacy to lead the day-to-day AMER operations, working closely with the local GTM leadership and front-line sales and sales development teams. In your role, you’ll be challenged to think beyond traditional customer marketing playbooks when looking at the problems we are tackling and instead embrace an evolutionary mindset where you seek out new AI-powered tools and processes to drive innovation, cross collaboration, and execution for our team.

You will also partner with your EMEA-based Customer Marketing counterpart, who leads our customer marketing efforts for EMEA and APAC, to learn from her successes and cross-collaborate on current and future team projects. Your work will span across the entirety of our team’s remit, as you’ll be responsible for developing customer advocates to produce case studies, guest blogs, customer talks for our tentpole and regional conferences, etc., while also working closely with our regional GTM teams to support incoming reference requests and develop new initiatives.

Responsibilities: 

• Work hand-in-hand with our GTM leadership in AMER to establish regional reference needs for our target locales, industries, and use cases.
• Embed yourself and build strong relationships with the frontline AMER sales team so that you can use your knowledge and relationships to inform and influence customer advocacy and broader marketing efforts. 
• Source and manage the customer advocacy pipeline that will support the production of case studies, guest blogs, video testimonials, and conference talks for AMER-based customers as well internal reference requests from Sales.
• Engage with senior-level customers in business conversations, and develop highly engaged, mutually beneficial reference relationships.
• Collaborate with the content and social media teams to build high-quality customer assets and think of new/creative ways to showcase our work to the public.
• Partner with our AMER-focused Regional Marketing teams to support and grow their programs, including attending and actively participating in regular regional sales meetings .
• Travel (on average, once a month) to our first-party events to support our customer speakers, gather Gartner peer reviews, and more.
• Collaborate with and learn from your EMEA-based Customer Marketing counterpart to transfer successful programs from one region to another, support global reference needs, and develop global programs.

Requirements:

• At least 5 years experience with customer-facing marketing and communications experience in the B2B enterprise software space, preferably in open source, observability, analytics, or related spaces.
• Strong writing and organizational skills with a good understanding of content marketing, customer advocacy, and customer experience and how they can be tied into a broader set of marketing goals, processes, and workflows.
• Comfort in working remotely and independently, with a strong emphasis on proactive communication, creative collaboration, and problem solving.
• Proficiency/Experience with AI/LLM created/augmented content and/or customer advocacy programs
• Ability to establish strategic customer relationships and deliver an exceptional customer experience, including account-based reference acquisition, creation, and promotion plans.
• Demonstrated ability to work in a team-oriented, fast-paced, distributed, and dynamic environment.
• Demonstrated success in a similar role and a fantastic track record of building and launching strategic customer programs that deliver value to the company and its customers.
• Experience working with customers in a variety of industries such as financial services, healthcare, technology, manufacturing, retail, and more.
• Familiarity with technology tools that support customer marketing programs and processes.
• Knowledge of a variety of sales methodologies including open source and proprietary technology and business value or solution selling.

Bonus:

• Have experience as a professional writer or content marketer 
• Affinity for optimizing of team processes, communications, and workflows
• If you have a passion for working with the open source, community-driven aspect of our business, we’ll get along well. And finally, if you know a lot about data platforms, marketing tools and systems, analytics, and business value selling, we may even do a little victory dance.

In the US, the base compensation range for this role is USD 123,000 - USD 148,000.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed here.

*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.