Senior Customer Advocacy Marketing Manager

Job Responsibility:

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely

Position Summary

Lead Vena's customer advocacy (Excelerator's) program and champion the voice of the community's biggest evangelists by helping us to identify the best-in-class stories and use cases of our customers across segment, industry and product and recognizing these individuals for their professional growth. With a dedicated team for support, this Senior Customer Advocacy Marketing Manager will have 3 core focuses:

• Build long-lasting relationships with our top customers
• Partner with customers to ensure that best-in-class stories are identified
• Advocating for customers internally and externally to bring their stories to life across all channels

This role will work in close collaboration with our Sales, Marketing, and C-level leadership to identify key stories and their place within our sales, customer success and marketing journeys.

What you will do

• Develop and execute a comprehensive customer advocacy strategy, including establishing processes for cross-functional collaboration in gathering, validating, and leveraging the voice across various program types such as stories, strategic events, product feedback, etc.
• Define and track program KPIs, communicating metrics clearly to Account Management, Customer Experience, Sales, and Marketing teams while maintaining regular reporting on the effectiveness of customer advocacy initiatives.
• Build and manage strategic relationships with top-tier customers and work with Marketing leadership to implement a customer tiering system that drives program participation and engagement.
• Create and evolve flagship customer programs including awards ceremonies, user groups, Customer Advisory Boards, and other initiatives to deploy advocacy.
• Innovate on the systematic approach to gather customer reviews on platforms like G2, Gartner Peer Reviews, and TrustRadius.
• Develop and distribute compelling customer content across digital, social, and event channels, finding creative ways to showcase customer success through reference activities, sales collateral, and press events.
• Foster a vibrant customer community through engaging content creation, event organization, and facilitating meaningful peer-to-peer interactions that drive loyalty and inspiration.
• Partner with customers to highlight transformative stories that demonstrate impact, celebrating their accomplishments through targeted award programs and showcasing successful customer journeys.
• Other duties as assigned

Does this sound like you?

• 5 years working on or leading a customer marketing/customer reference team or similar program; experience working in B2B, tech and/or sales is a plus
• Proven ability to understand technical products and discern quality of use cases for storytelling
• Proven ability to manage people / lead a team
• Excellent communication and presentation skills
• Proven experience working with executives and C-levels