Americans with Disabilities Act (ADA), Audience Development, Brand Marketing (Branding), Business Development, Campaigns, Cross-Functional, Customer Acquisition, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Develop and Maintain Customers, Event Marketing, Event Strategy Development, Leadership, Marketing, Newsletter, Performance Analysis, Performance Metrics, Power Amplifier, Product Management, Product Marketing, Program Evaluation, Referenceable Customers, Retention Programs, Sales, Sales Support, Scalable System Development, Strategic Planning, User Groups, Webinar
General Summary:
This position is responsible for strengthening customer relationships, amplifying the voice of the customer, and driving meaningful engagement across the full customer lifecycle.
The Customer Marketing Manager, Advocacy & Engagement, leads customer advocacy and community-building initiatives while supporting customer engagement, adoption, and retention programs. This role partners cross-functionally with Customer Success, Sales, Product Marketing, Product Management, Corporate Marketing, and Executive Leadership to build scalable programs that deepen customer engagement, elevate customer voices, and support long-term customer growth and retention.
Customer Advocacy and Community
- Develop and manage customer advocacy programs to identify, engage, and activate customer champions.
- Oversee creation of customer case studies, testimonials, video interviews, and customer-generated content.
- Build and maintain a scalable customer reference program to support Sales, Marketing, and business development initiatives.
- Create and execute strategies to foster customer engagement and community across digital and in-person channels.
- Maintain a centralized library of customer advocacy assets and proof points for enterprise use.
- Support review generation and online reputation initiatives to enhance brand credibility.
- Assist in planning and management of Customer Advisory Board programs, including recruitment, communications, meetings, and follow-up activities.
- Partner with executive stakeholders to incorporate customer insights into strategic planning.
- Collaborate with events and marketing teams to develop customer-focused event strategies and engagement experiences.
- Support customer events, executive roundtables, user groups, and appreciation initiatives.
Customer Engagement and Optimization
- Partner with Customer Success and Product Marketing to drive customer engagement, product awareness, and adoption programs.
- Support customer communications including nurture campaigns, webinars, newsletters, and educational content.
- Develop audience segmentation strategies and targeted engagement initiatives.
- Gather and communicate customer insights to inform marketing, product, and customer experience strategies.
- Identify opportunities to improve customer satisfaction, loyalty, and retention.
- Establish and track KPIs for advocacy, engagement, and customer experience initiatives.
- Measure program effectiveness and provide recommendations for optimization.
- Report program performance and business impact to leadership.
- Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.
Supportive Job Functions: *
- Perform other miscellaneous duties as assigned by management.
- These tasks do not meet the Americans with Disabilities Act definition of essential job functions but remain important to overall performance.