Job Description

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.