[Hiring] Customer Marketing & Advocacy Manager @HR Acuity

Role Description

We are seeking a proactive and experienced Customer Marketing & Advocacy Manager to join our team. In this role, you will be responsible for developing and managing programs that engage and build relationships with our customers. You will play a critical role in driving customer loyalty and satisfaction, enhancing our brand presence and fostering customer advocacy. This is a remote opportunity - must be US based in MST, EST or CST timezones.

The Opportunity

We are seeking a strategic and hands-on Customer Marketing & Advocacy Manager to lead initiatives that deepen customer relationships, drive engagement, and amplify customer voices. This role is ideal for a seasoned marketer who thrives in a cross-functional environment and is passionate about building programs that turn customers into advocates. This role has an equal split between customer marketing programs and customer advocacy.

This person will report directly to the CMO and will be the primary owner of the customer marketing function, with support from the broader marketing team. The right candidate thrives in a lean, fast-paced environment as a strategic IC owning the customer marketing function.

Core Responsibilities

• Customer Marketing (50%)
  • Build and execute customer marketing campaigns and programs that drive ARR growth through expansion and upsell motions.
  • Measure and report on marketing-influenced ARR and pipeline from customer programs.
  • Partner with Demand Gen and Thought Leadership teams to ensure marketing activity translates to the customer side.
  • Collaborate with the Product Marketing Manager on customer communications for seasonal product releases.
  • Synthesize NPS survey data and deliver findings and recommendations to leadership.
  • Work cross-functionally with Customer Success and Account Management on enablement, campaign calendar sharing, and product release updates.
• Customer Advocacy (50%)
  • Build and manage a referenceable customer pool to support the sales process -- reference calls, case studies, and peer review platforms.
  • Drive G2 review and Gartner Peer Insights strategy and maintain quarterly review volume targets.
  • Identify, recruit, and nurture customer advocates and ambassadors.
  • Expand the referenceable client list and improve time to fill for reference requests.
  • Support customer speakers for events, webinars, and thought leadership opportunities.

Qualifications

• 8+ years of total marketing experience, with a minimum of 5 years in a dedicated customer marketing and advocacy role in B2B SaaS.
• Proven track record on both sides of the function -- customer marketing programs tied to ARR growth AND a referenceability and advocacy practice.
• Experience running ARR-influenced marketing programs with measurable outcomes.
• Hands-on experience building and managing a customer reference pool -- reference calls, case studies, G2 reviews, and advocacy activation.
• Experience running NPS surveys and synthesizing data for leadership.
• Comfortable being the primary owner of a customer marketing function on a lean team. This role is not a fit for someone who has spent their career on a customer marketing team of 20 or more.
• Proficiency with marketing automation tools, Pendo, Hubspot, Salesforce, and survey tools.
• Strong project management skills with the ability to manage multiple programs simultaneously.
• Bachelor's degree in Marketing, Business, or a related field preferred.

Preferred

• HR tech experience.
• Experience enabling cross-functional teams (Customer Success, Account Management, Product Marketing).