Customer Engagement Manager

Job Summary

Building and managing customer advocacy programs, the full-time remote Customer Engagement Manager will collaborate with various teams to enhance customer success stories, oversee reference management, and drive engagement initiatives that promote product adoption and expansion.

Key responsibilities

• Develop relationships with customers to create case studies, testimonials, and video stories, ensuring advocates effectively convey their messages
• Administer the customer engagement platform, managing advocate profiles, requests, and reporting while supporting Sales and Account Managers with reference matching
• Analyze customer behavior and engagement data to identify trends and refine messaging for upsell and cross-sell opportunities

Required qualifications

• Proven experience in building and scaling customer advocacy programs within a B2B SaaS environment
• Demonstrated success in preparing customer speakers for conferences and managing the entire process from pitch to delivery
• Strong writing and storytelling skills with a history of creating compelling customer narratives
• Expertise in customer advocacy platforms, including workflow management and reporting
• Ability to utilize engagement and retention data to inform decisions and strategies