Senior Manager, Customer Advocacy, Community Marketing

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

📋 Description

• Supervise a team focused on developing and executing user community and customer advocacy initiatives.

• Design scalable advocacy, community, and customer review programs that highlight and celebrate customer achievements.

• Investigate, test, and deploy AI tools and methodologies.

• Collaborate with teams across Customer Success, Social Media, Brand and Field Marketing, Product Marketing, Lifecycle Marketing, Customer Education, Revenue, Product Operations, and Performance Marketing.

• Lead cross-functional initiatives that involve customer narratives, accurate data, system integrations, automation, scalable program design, and project management.

• Complete the onboarding process and foster relationships with cross-functional partners.

• Assume responsibility for team and cross-functional rituals.

• Oversee the prioritization of tasks for the Customer Advocacy & Community team.

• Initiate customer-facing initiatives.

• Propel the 2027 priorities, roadmap, and annual team performance evaluations.

• Monitor engagement and business impact metrics.

• Act as the primary contact for Customer Advocacy & Community programs and processes within the company.

• Shape the strategy, data, systems, execution, and reporting related to customer advocacy and community.

⛳️ Requirements

• Over 8 years of experience in Customer Marketing, Advocacy, or Community management.

• More than 5 years of experience in a dynamic SaaS or B2B tech setting.

• At least 2 years of direct people management experience with remote teams.

• Capability to convert business requirements into customer marketing strategies and effective advocacy or community engagement initiatives.

• Exceptional communication and storytelling abilities.

• Proficiency in prioritizing high-impact tasks and fostering alignment among teams.

• Strong attention to detail and experience in cross-functional project management.

• Ability to cultivate and sustain a robust team culture.

• User-level familiarity with third-party review platforms such as G2 or TrustRadius.

• User-level knowledge of community platforms like Gainsight or Zendesk community products.

• User-level experience with advocacy collection and management tools, including UserEvidence and Base.ai.

🏝️ Benefits

• Comprehensive BCBSIL medical, dental, and vision insurance for you and eligible dependents.

• Full, free access to Modern Health, which includes coaching, therapy sessions, and digital wellness resources.

• 401(k) plan with a 50% company match on the first 6% of contributions.

• 100% employer-paid Life and Disability insurance.

• Flexible PTO policy along with company-wide Rest & Recharge days.

• Up to 16 weeks of paid parental leave.

• $1,000 USD annual Lifestyle Spending Account.

• One-time $550 USD home office setup stipend.

• Monthly $50 USD internet stipend.

• 16 hours of paid volunteer time per year.

• $100 annual charitable donation match.

• Pre-tax commuter benefits.

• Subsidized child/eldercare services through Care.com.

• Discounted pet insurance via Figo.

• Complimentary personalized financial wellness support through Your Money Line.

• State-of-the-art office located in Chicago’s Loop.