Customer Marketing

About Factory

About the Role

We are hiring our first Customer Marketing Lead to be the voice of the customer in marketing. Some of the largest engineering organizations in the world run on Droids. You will turn that into proof: case studies and customer stories, a customer advisory board, customers speaking about Factory on stage, and the customer conference we want to build. You will be the main point for the customer inside marketing, and you will work closely with Sales. This is a founding role: none of these programs exist today. You will hire a case study and content lead out of the gate, work alongside them to deliver the first wave of customer stories, and build the holistic customer marketing function from there.

What you will do and achieve

• Own the customer evidence engine. Case studies, customer stories, testimonials, video, and quantified proof points – a library that Sales, Marketing, and Analyst Relations pull from every day. This is the immediate need, and you will be in the weeds on the first wave of it.

• Build and run our customer advisory board. Recruit the members, set the agenda, run the sessions, and make it a real input to the roadmap rather than a courtesy meeting.

• Get our customers on stage. Build the program that encourages customers to speak publicly about what they have done with Factory – our events, industry conferences, podcasts, webinars – and own each one from the ask through the executive sponsor, legal review, comms approval, and the dry run.

• Build toward Factory’s first customer conference. Working with our field and events teams, own the customer side of how we show up: who we invite, who speaks, what they say, and what they leave with.

• Understand and activate large enterprise customers. Know how our biggest accounts actually work – who the champion is, who has to approve, what makes participation worth their time – and engage them in a way that is genuinely mutual.

• Partner closely with Sales. Any rep should be able to get a reference, a story, or a customer speaker quickly. Build the mechanism, not just the relationship.

• Bring the customer back into the company. You will know why our customers bought, what changed for them, and what they say when we are not in the room. Feed that into positioning, the category narrative, and the product.

• Hire and build the team. Recruit your case study and content lead immediately, set the standard they work to, and grow the function as the programs earn it.

• Show the impact. Evidence produced, references delivered, speakers placed, advisory board engagement, and influence on pipeline and expansion.

Who you are

• You have built and led customer marketing before. You have owned the function end to end – set the strategy, built the programs, carried the number – somewhere it did not already exist.

• You have led people. You have hired, managed, and developed marketers, and you are ready to make your first hire here within the first few months.

• You are not above the work. You will have a content lead, and you will still get into the weeds. You can spend forty-five minutes with an engineer and come away with a story an executive buyer will finish reading.

• You know large enterprise customers. You know exactly where a customer story stalls – legal, comms, procurement, the executive sponsor who moved teams – and how to move it anyway.

• Curious, low-ego, relentless. Factory is deliberately a low-title company. You want the scope, the customers, and the blank slate more than the line on the org chart.

Qualifications

• You have led customer marketing, customer advocacy, or customer programs as the senior-most person in the function, and built the programs rather than inherited them.

• Experience hiring and managing, or clear readiness to build a small team.

• Time at a company selling to large enterprises: complex, multi-stakeholder, long-cycle buying.

• Customer evidence you personally produced and can point to – case studies, customer video, a reference program you built.

• A track record of working closely with Sales, and of getting enterprise customers to say yes publicly.

• Comfort with a technical audience – engineering leaders, platform teams, developers. Deep knowledge of the AI coding-agent category is not a requirement; the ability to learn it fast is.

• Excellent judgment and discretion with customer relationships, unannounced logos, and pre-release news.

• Based in San Francisco and comfortable building together in the office five days a week.