Senior Customer Marketing Manager New London, England, United Kingdom (Hybrid)

Real innovation starts with a strong foundation, and at commercetools, that comes from the perfect balance of our product and our people. Behind every leap forward is a collective of builders, explorers, doers, makers, and problem-solvers. Together they are the engine of commerce innovation today.

At commercetools, we power the next era of commerce for our customers. Whether it’s AI-driven solutions that help enterprises make smarter business decisions, bridging digital and physical shopping experiences, or enabling entirely new ways for industries to connect with their customers, we help the world’s most ambitious companies experiment, scale, and grow without limits.

Your Impact

We’re looking for a Senior Manager of Customer Marketing to help us uncover, shape, and amplify the most compelling stories from our customers. This role focuses on building trusted relationships with customers and with our internal Customer Success and Sales teams, to surface real, credible stories that demonstrate business impact.

You’ll be the connective tissue between our customers’ lived experiences and our corporate narrative, translating complex implementations into clear, sales‐relevant proof points. From long‐form case studies and videos to social content, ads, executive speaking opportunities, and sales enablement anecdotes, you’ll help ensure customer stories show up consistently and convincingly across the business. This is a hands‐on role that combines strategic ownership with direct content creation.

This role sits within Corporate Communications and works closely with Customer Success, Sales, Product Marketing, and Demand Gen. This role is hybrid, with three days a week spent in our Durham (US), Boston (US) or London (UK) office.

You will:

• Build and maintain strong, trust-based relationships with priority customers, in close partnership with Customer Success and Account teams.
• Develop a deep understanding of customers’ business goals, challenges, and outcomes to identify stories with strong commercial and narrative value.
• Act as a thoughtful, respectful steward of customer relationships—grounded in mutual value, not one-off asks.
• Own the end-to-end development and distribution of customer stories across multiple formats and channels, including written case studies, customer snapshots, social posts, paid ads, sales decks, and enablement materials.
• Partner with internal teams and external agencies to bring stories to life with high editorial quality and strong narrative focus.
• Ensure stories are modular and reusable across channels and stages of the buyer journey.
• Work closely with Sales and Product Marketing to surface customer stories that clearly articulate business value, not just features or KPIs.
• Translate customer outcomes into sales-ready proof points, anecdotes, and "in-the-room" stories based on our value drivers that help deals move forward.
• Equip Sales and BDR teams with authentic customer narratives that feel credible, relevant, and human.
• Manage and update customer stories on Highspot for GTM consumption.
• Partner with Customer Success to identify storytelling moments across the customer lifecycle (go‐live, milestones, expansion, innovation moments).
• Create lightweight processes for capturing and sharing customer stories internally.
• Maintain a curated, up-to-date repository of customer stories and references that serves as a reliable resource for Sales, Marketing, and Comms.
• Align customer storytelling with broader corporate narratives, brand positioning, and communications priorities.
• Support PR, social media, analyst relations, and executive communications with strong customer proof points.
• Identify and support customer participation in press, awards, and thought leadership opportunities.

What Sets You Apart

You’re a creative problem-solver who is wired to find solutions. You confidently dive into complex challenges and have a talent for making them simple for others. Your curiosity drives you to constantly grow and contribute to an environment of trust and teamwork.

Great ideas come from many paths, and your unique perspective matters more than checking every box. What matters most is the mindset you bring to the work.

Qualifications:

• Extensive experience in customer marketing, content marketing, corporate communications, or a related role.
• Proven experience working directly with customers and customer-facing teams.
• Strong storytelling and writing instincts—you can draft clear, compelling customer narratives yourself, not just direct others.
• Support and/or draft and edit customer-facing content, including case studies, customer snapshots, sales-ready narratives, and executive-ready materials, while also partnering with agencies as needed.
• Comfort working across formats: written, video, social, events, sales materials.
• Sales-minded approach with the ability to surface and articulate business value.
• Excellent communication and stakeholder management skills and the confidence to work cross-functionally.
• Experience in B2B SaaS or enterprise technology strongly preferred.
• AI Aptitude: A genuine curiosity for using AI tools to work smarter and more effectively, paired with a drive to learn and put them into practice in your role.

Nice to Have:

• Experience supporting PR, analyst relations, or executive communications.
• Familiarity with sales enablement or revenue marketing.
• Experience managing agencies or freelance creators.

Because work and life are connected, our benefits are too. We’ve designed them to give you the security, flexibility, and opportunities you need to focus on what matters most.

• Comprehensive health benefits for you and your dependents, including access to OpenUp for personalized mental health support.
• Learning and development opportunities including an annual learning budget, access to self-paced learning platforms and language training, personalized coaching, mentorship, and leadership programs.
• Family Leave Plus gives you additional fully paid weeks of parental leave on top of government‐provided leave, so you can spend more time with your new addition.
• Our equity participation program allows you to share in our success.

Your unique perspective is essential to our success. We are committed to building a team that reflects the world around us because we know it’s the only way to build the future. We celebrate our differences and have created a hiring process that’s fair, inclusive, and designed to let your talent shine.

We proudly welcome applicants of every race, color, religion, gender identity, sexual orientation, age, and any other part of your identity that makes you who you are. As an equal opportunity employer, we believe that our strength lies in our diversity, and we invite you to be a part of our global community.