Senior Customer Marketing Manager

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

Our technology enables industry-defining enterprises like Avis Budget Group, Block's Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.

We're building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We're proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.

We're an in-office company, driven by a shared commitment to excellence and velocity. Our values - Just Get It Done, Invent What Customers Want, Winner's Mindset, and The Polymath Principle - shape how we work and grow as a team.

About The Role

Decagon is looking for a strategic and creative Customer Marketing Manager to build and scale programs that deepen customer engagement, celebrate customer success, and turn our users into passionate advocates. In this role, you'll own customer storytelling - from case studies to milestone highlights - and design programs that strengthen retention, expansion, and community-building.

In this role, you will

• Customer programs: Develop and manage customer advocacy and engagement programs, including reference networks, lifecycle touchpoints, and customer marketing initiatives.
• Customer content creation: Alongside PMM, produce high-quality customer stories, case studies, testimonials, win-wires, and milestone announcements that highlight Decagon's impact.
• Collaborate cross-functionally: with APM, CS, Sales, Product Marketing, and Leadership to identify strong customer stories and expand our library of assets.
• Success milestones: Track and celebrate key customer achievements -product adoption milestones, results, renewals, expansions - and turn them into compelling narratives.
• Advocacy & references: Build and maintain a roster of customer champions who can support reference calls, speak at events/webinars, provide quotes, and participate in co-marketing.
• Campaign support: Support upsell, cross-sell, and retention campaigns by creating audience-targeted messaging and customer-facing content.
• Insights & reporting: Track engagement and measure the impact of customer marketing initiatives on retention, advocacy, and pipeline influence.

Your background looks something like this

• 5-7 years experience in customer marketing, product marketing, or customer success.
• Exceptional storytelling, interviewing, and content development skills.
• Strong relationship builder with the ability to work closely with customers and internal stakeholders.
• Highly organized and able to manage multiple projects simultaneously.
• Passionate about amplifying customer impact and building programs from the ground up.

Benefits

We proudly offer the following benefits for our full-time employees:

• Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
• Medical, Dental, and Vision benefits for you and your family
• Life Insurance and Disability Benefits
• Retirement Plan (e.g., 401K, pension)
• Parental Leave
• Fertility and family building benefits through Carrot
• Daily lunches and snacks in the office to keep you at your best

These benefits are described in more detail in Decagon's policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.