Customer Marketing Manager, SMB

About the Team

The Customer Marketing team showcases real-world customer outcomes through storytelling, proof, and structured advocacy programs. We partner closely with GTM, Product Marketing, Communications, Creative, Events, Legal, and regional teams to bring customer impact to life.

SMB customer marketing helps OpenAI turn high-growth segments, launches, and product workstreams into practical proof that drives ChatGPT Business awareness, conversion, adoption, and workspace expansion.

About the Role

As a Customer Marketing Manager focused on SMB, you will build the customer proof engine for ChatGPT Business growth across priority SMB audiences. You will source and package customer stories, quotes, stats, demos, builder spotlights, use-case library entries, and proof points for launches, reusable segment assets, web buyer journeys, lifecycle programs, webinars, the SMB advocacy community program, paid/social, and demand generation.

This role combines customer empathy, campaign execution, crisp writing, strong project management, and comfort operating at SMB scale with enough product fluency to connect proof to practical business workflows.

This role is expected to be based in San Francisco, CA.

In this role, you will:

- Identify high-potential SMB customers and use cases that demonstrate practical AI adoption, speed to value, improved work quality, secure rollout, and measurable business value.

- Develop mini-stories, quotes, proof points, stats, builder spotlights, short-form stories, and reusable assets for web, webinars, lifecycle, paid/social, demand generation, the SMB advocate community program, and sales.

- Create repeatable paths for sourcing, approving, tagging, and refreshing customer proof by audience, use case, customer need, and trust theme.

- Stand up and run an SMB advocate community storytelling program that surfaces customer workflows, builder projects, and team use cases from launches, webinars, Academy/customer experience moments, and customer-facing channels.

- Coordinate with Product Marketing, Content, Creative, Comms, Legal, Events, and SMB GTM to ship high-quality customer-facing work.

- Track performance of SMB customer proof by audience, channel, asset format, field usage, campaign contribution, and adoption impact.

You might thrive in this role if you:

- Have 7+ years of experience in customer marketing, lifecycle marketing, content marketing, product marketing, customer advocacy programs, or SMB/B2B marketing.

- Experience marketing to SMB audiences and can translate customer outcomes into practical, credible proof tied to workflow, audience, and buyer needs.

- Can manage high volume without losing quality or follow-through.

- Are a strong writer and editor who can package customer proof clearly and quickly.

- Have strong campaign execution and cross-functional project management skills.

- Are comfortable using data, qualitative insight, and audience strategy to prioritize customer proo