Senior Customer Marketing Manager

Hey 👋 I'm Emily, Director of Growth Marketing at Pinpoint.

Department:
Marketing

Location:

United Kingdom
Compensation: £60,000 - £80,000 / year

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 ’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.

• 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 ope rationalising 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, Rev Ops, Growth, Content, and Events
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions

• 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, Rev Ops, 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

• 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 Hub Spot — Marketing Ops can support anything that’s not feasible to self‑serve

Tech stack: Hub Spot, Intercom, Notion, webinar tooling (e.g. Contrast), CMS (Word Press → Webflow), basic design tools (e.g. Figma).

• Experience…