Customer Engagement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and nurture customer relationships for case studies, testimonials, video narratives, reviews, and media quotes

• Assist advocates in navigating requests, approvals, and final delivery processes

• Oversee customer speakers for regional higher education conferences as well as the annual AcOps user conference

• Take ownership of Deeto, managing advocate profiles, requests, workflows, and reporting

• Organize and categorize the pool of referenceable customers

• Connect Sales and Account Managers with suitable reference customers while tracking requests and outcomes

• Collaborate with Product Marketing to facilitate the customer advisory board

• Work alongside Demand Generation on customer and partner marketing campaigns

• Develop messaging and calls to action for upselling, cross-selling, and lifecycle initiatives

• Review customer behavior, purchase history, engagement, retention, CSAT, and product usage statistics

• Provide regular updates on advocacy pipeline, reference requests, and campaign performance

• Leverage AI tools to optimize workflows and enhance program efficiency

• Collaborate with CX on advocacy milestones and recognition initiatives

• Engage in the customer community and produce product overview videos and instructional content

⛳️ Requirements

• Proven experience in developing, managing, and expanding customer advocacy, reference, or customer marketing programs within a B2B SaaS environment

• Demonstrated achievement in recruiting customer speakers and preparing them for conferences from proposal to execution

• Strong writing and storytelling capabilities, including proficiency in case studies, testimonials, and video narratives

• Ability to manage multiple relationships, requests, and deadlines concurrently

• Solid analytical skills utilizing engagement, retention, and usage data

• Expertise in customer advocacy platforms such as Deeto, encompassing workflows, advocate information, and reporting

• Capacity to align Sales, Account Management, Product Marketing, Demand Generation, and CX around common customer objectives

• Experience employing AI tools to minimize manual tasks and enhance processes

🏝️ Benefits

• Healthcare, dental, and vision coverage through Aetna and Guardian

• Spring Health mental health support

• XP Health vision benefits

• Carrot Fertility family planning assistance

• One Medical primary care services

• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)

• Safe Harbor 401(k) plan available from day one

• 4% employer match on total compensation, subject to federal limits

• Unlimited Paid Time Off

• Remote-first work culture with flexible arrangements

• Equity grants for all employees, reviewed and adjusted with promotions

• Up to 6 weeks of Paid Bonding Leave at 100% of base pay for all parents

• Birthing parents receive an additional 6 weeks of Paid Medical Recovery Leave at 100% of base pay

• Access to top-tier wellness and support programs