Senior Customer Marketing Specialist

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

📋 Description

• Take charge of and implement customer engagement and advocacy initiatives that enhance retention, expansion, and brand trust.

• Develop, grow, and maintain an online community for customers.

• Oversee advocacy initiatives from start to finish.

• Implement customer marketing campaigns that promote adoption, retention, renewals, and growth.

• Coordinate customer communications during key lifecycle moments in collaboration with Customer Success, Sales, Product, and Marketing teams.

• Keep campaign calendars, trackers, workflows, documentation, and systems organized and up to date.

• Create customer activation strategies that include references, storytelling, events, campaigns, media interviews, and go-to-market efforts.

• Identify and engage customers for advocacy opportunities while cultivating champion relationships.

• Produce and manage testimonials, case studies, customer spotlights, and reference narratives.

• Maintain a centralized database of customer proof points for the Sales and Marketing teams.

• Develop strategies for community engagement, discussions, recognition programs, and events.

• Analyze community feedback and sentiment to derive insights for product and messaging improvements.

• Oversee Motive’s profiles on G2, TrustRadius, Capterra, and Gartner Peer Insights.

• Conduct campaigns to generate reviews and monitor review performance and trends.

• Assist with webinars, media interviews, speaking engagements, product launches, campaigns, and field marketing efforts.

• Process and monitor customer reference requests while building an advocate pipeline.

• Track metrics related to advocacy, community engagement, reviews, and asset utilization.

• Leverage data and customer insights to refine processes, messaging, and program effectiveness.

• Organize customer outreach, scheduling, approvals, consent, timelines, logistics, follow-ups, and asset delivery.

• Ensure that customer-facing experiences are polished, timely, and positive.

⛳️ Requirements

• Bachelor’s degree in Marketing, Communications, Business, or a related field (or equivalent experience).

• 3–5 years of experience in customer marketing, customer references, online reviews, advocacy, community, or lifecycle marketing within a B2B technology environment.

• Demonstrated experience in launching and managing customer marketing and retention/expansion-focused programs.

• Ability to balance customer empathy with business priorities when handling advocacy requests.

• Excellent storytelling, writing, and customer communication abilities.

• Strong organizational skills and attention to detail across systems, timelines, and customer touchpoints.

• Experience in establishing, building, and managing robust customer relationships.

• Familiarity with review platforms such as G2 and Gartner Peer Insights.

• Knowledge of customer engagement tools like Peerbound.

• Experience with project management solutions such as Asana.

• Strong project management skills with the capability to manage multiple initiatives from start to finish.

• Experience interviewing customers and contributing to written customer stories or case studies.

• Experience in managing a customer reference program is a plus.

• Proven success in growing and managing an online customer community.

• Familiarity with WordPress and video hosting platforms like Wistia.

• Applicants must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

🏝️ Benefits

• Health benefits.

• Pharmacy benefits.

• Optical care benefits.

• Dental care benefits.

• Paid time off.

• Sick time off.

• Short-term disability coverage.

• Long-term disability coverage.

• Life insurance.

• 401(k) contribution.

• Some interviews or new-hire training sessions may take place in person at one of Motive's global offices.