Customer Reference Program Manager

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

📋 Description

• Take ownership of live deal support from the initial request intake and qualification to customer outreach, scheduling, briefing, and follow-up.

• Develop repeatable workflows for requests that include types, priorities, necessary information, service-level agreements, escalation paths, and ownership.

• Establish demand and fulfillment baselines, document workflows, and eliminate recurring bottlenecks prior to automation.

• Pair customers based on nonprofit mission, NTEE code/category, segment, products in use, competitor displacement, AI and technology stack, buyer persona, and geographical location.

• Identify coverage gaps with Sales and Customer Success while qualifying reference customers against deal requirements.

• Manage Champion HQ, including rosters, profiles, matching rules, workflows, permissions, and Salesforce-connected ROI reporting.

• Address automation and data discrepancies in Champion HQ alongside system owners.

• Maintain reporting for Opportunity Type = New Logo and Opportunity Subtype = New Sale.

• Extract insights from Peerbound and other customer voice sources for pertinent evidence and potential references.

• Ensure source traceability, approvals, freshness, and delivery of authorized proof for sellers.

• Design, test, and operate AI-assisted triage, matching shortlists, initial draft assets, and proof assembly.

• Define AI workflow source requirements, establish review checkpoints, exception handling, and quality checks.

• Measure time saved, rework, seller impact, fill rate, time-to-fulfill, adoption, fatigue, influenced pipeline, and ARR.

• Collaborate with RevOps to evaluate win-rate and sales-cycle variances on referenced deals.

• Assess the Champion HQ and Peerbound, recommending the 2027 operating model and technology stack.

• Coordinate efforts with Sales, Customer Advocacy, Customer Success, Product Marketing, RevOps, Legal, and Commercial AI.

• Empower sellers on the request path and reusable proof.

• Safeguard customer consent, participation limits, quote and logo restrictions, and legal approvals.

⛳️ Requirements

• 4+ years of relevant B2B SaaS experience in customer references, advocacy operations, sales enablement, or commercial programs.

• Direct ownership of reference requests supporting active sales opportunities.

• Practical experience operating a reference platform such as Champion HQ or ReferenceEdge.

• Hands-on experience with a customer-proof platform like Peerbound or a close equivalent.

• Proficient in Salesforce opportunity fields, report filters, and data validation.

• Experience in establishing clear intake rules, matching criteria, service levels, documentation, and reporting.

• Familiarity with applying generative AI, knowledge bases, and workflow automation in program operations.

• Ability to validate AI outputs and assess quality, time saved, and business impact.

• Strong customer judgment and relationship-building skills, including managing expectations and consent.

• Excellent writing skills, with the capability to create seller briefs and one-pagers.

• Ability to independently prioritize tasks and navigate incomplete data and evolving processes.

• Direct administration of Champion HQ and hands-on experience with Peerbound is strongly preferred.

• Experience within nonprofit or social-good sectors, including mission-based segmentation and NTEE taxonomies.

• Familiarity with Gong or other call intelligence tools, content repositories, and review-site content.

• Experience in developing reference ROI reporting or evaluating software vendors against an in-house operating model.

• Experience in connecting AI workflows to CRM, call intelligence, or content systems using no-code tools or integration requirements.

• Must not require current or future sponsorship for employment authorization in the United States.

🏝️ Benefits

• Comprehensive benefits package that promotes health, well-being, and professional growth.

• Potential bonuses, incentives, and equity as part of the overall rewards package.

• Equal employment opportunities for all applicants.

• Reasonable accommodations provided during the application process.