Regional Customer Marketing Manager

Role Overview

Regional Customer Marketing Manager (North America) at Smartsheet, acting as the primary in-region point of contact for Customer Marketing. The role turns North American customer voice into expansion opportunities, retention, and customer proof while reinforcing Smartsheet’s AI narrative across regional programs.

Responsibilities

• Serve as the primary touchpoint for North American customer marketing, partnering daily with Field Marketing, Sales leadership, and Customer Success to surface opportunities and prioritize programs.
• Localize and deliver central Customer Marketing programs in North America, including:
  • In-person User Groups
  • Customer stories
  • Speaker placements/requests
  • Regional Customer Advisory Boards
• Build and maintain a regional pipeline of reference-able customers and advocates with Sales and Customer Success to feed central reference programs.
• Identify, recruit, and prepare customer speakers for ENGAGE, regional summits, and third-party events.
• Work with the Customer Lifecycle & Retention motion (onboarding journeys, feature adoption, renewal touchpoints, reactivation) to land lifecycle plays in-region alongside CS’s high-touch work.
• Tie regional activities to commercial outcomes, including:
  • Expansion pipeline
  • Executive champion activation
  • Reference creation
  • (Not satisfaction scores alone)
• Report on pipeline influenced, references created, and advocate participation.
• Collaborate with Community, ABM, and Customer Advocacy peers to ensure a consistent regional customer narrative.

Requirements

• 3–5 years in B2B SaaS marketing, specifically hands-on experience in customer marketing, customer advocacy, or a closely related area.
• Demonstrated track record running in-region customer programs (user groups, advisory boards, customer story production, executive engagement) with measurable commercial impact.
• Strong ability to operate as a self-starter from concept through execution with minimal guidance.
• Proven cross-functional skills building trust quickly with Sales leaders, CSMs, and senior stakeholders in a matrix/global team environment.
• Strong storytelling instincts to coach customers and tailor narratives for sales, executive, analyst, and press audiences.
• Data-literate and comfortable defining KPIs; experience with Salesforce and marketing automation tools to report pipeline influence.

Nice-to-Haves / Preferred Signals (implied)

• Comfort reinforcing an AI-focused narrative across regional events and executive touchpoints.
• Experience with ABM/community/customer advocacy collaborations.