Customer Marketing Manager

The Customer Marketing Manager owns the customer advocacy and reference program for PROS Travel, ensuring airline success stories are systematically captured, developed, and activated across ABM campaigns, PR, events, and sales enablement. This role converts measurable customer outcomes into credible market narratives that support expansion conversations and reinforce PROS’ position in the airline industry. The Customer Marketing Manager operates as an individual contributor, working closely with Sales, Customer Success, Product Marketing, ABM, Sales Enablement, and PR.

Core Responsibilities

Customer Advocacy, Reference & Communications

• Own and operate the customer reference and advocacy program for PROS Travel, maintaining a structured library of airline customer proof points, case studies, and testimonials.
• Identify, recruit, and nurture customer advocates across Tier 1, 2, and 3 airline accounts, ensuring a healthy pipeline of referenceable customers aligned to expansion priorities.
• Activate customer advocates across speaking engagements, industry events, awards programs, and peer-to-peer reference conversations in support of Sales and Customer Success.
• Partner with Customer Success to surface measurable outcomes and convert them into compelling narratives that reinforce PROS’ credibility with airline commercial and technology leadership.
• Own the monthly customer newsletter and broader communications programs including webinars and targeted lifecycle communications that deepen engagement across the existing airline customer base.
• Support CAB and EAB program activities, assisting with logistics, content preparation, and follow-through in partnership with Customer Success and executive leadership.
• Track and measure the impact of customer marketing programs, reporting on advocacy participation, asset utilization, and influence on expansion pipeline.

ABM, Sales & Cross-Functional Support

• Embed customer proof points and references into ABM campaigns, ensuring expansion plays are supported by credible, account-relevant evidence aligned to Tier 1, 2, and 3 account plans.
• Develop case studies and success stories that support cross-sell and upsell narratives for the Offer Marketing and Offer Management portfolio, managing the customer approval process and developing unbranded versions where required.
• Run structured CSM enablement cadences to support event speaker recruitment, awards nominations, and customer engagement across regional teams.
• Partner with Sales Enablement to ensure customer proof content is current, accessible, and consistently surfaced in active sales and renewal conversations.
• Partner with the PR team to pitch customer success stories to airline industry media, awards programs, and trade publications.
• Provide customer insights and advocacy feedback to Product Marketing to inform messaging development and competitive positioning.
• Develop customer-specific content for at-risk account situations in partnership with Customer Success, providing marketing support for retention conversations.

Qualifications & Experience

• 3+ years of experience in customer marketing, customer success, or a closely related B2B marketing function.
• Proven experience building and managing customer reference and advocacy programs in enterprise environments.
• Strong storytelling and writing capability, with experience developing case studies, testimonials, and customer-facing content.
• Experience supporting ABM or named-account marketing programs with customer proof and reference assets.
• Experience engaging customers in a professional capacity, with the ability to build relationships and identify advocacy opportunities.
• Familiarity with Salesforce, CRM reporting, and marketing automation platforms.
• Experience with monday.com or similar project management tools is a plus.
• Strong cross-functional collaboration skills, with the ability to work across Sales, Customer Success, Product Marketing, and PR.
• Airline or travel technology industry experience preferred.

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.