Own and scale the customer advocacy and lifecycle engine to fuel retention, expansion, and sales velocity, turning VoC into tangible messaging, enablement, and strategic account moments.

• Build and run an advocacy program with reference customers across key segments.
• Lead CAB and ESP to harvest strategic input from senior customers and deepen executive relationships.
• Translate insights into messaging, content, and customer events that drive product direction and adoption.

Responsibilities

• Develop and manage a structured customer advocacy program, ensuring a pipeline of reference customers across key segments and accounts
• Proactively recruit, nurture, and maintain relationships with customer advocates, testimonials, case studies, and reviews
• Manage the intake-to-fulfillment process for reference requests to support sales efforts without overburdening customers
• Create and produce compelling customer stories, including case studies, one-pagers, video scripts, and win stories, utilizing AI tools for efficiency
• Design and execute lifecycle and adoption campaigns such as onboarding journeys, feature adoption nudges, and retention initiatives
• Lead the Customer Advisory Board (CAB) to gather strategic input from high-level customers on product and company direction
• Oversee the Executive Sponsorship Program (ESP), pairing executives with key accounts to deepen strategic relationships
• Partner with Customer Success to monitor engagement signals, identify at-risk customers, and intervene proactively
• Capture and analyze the Voice of the Customer (VoC) to inform messaging, enablement, and product development
• Plan and execute customer events, including Pindrop’s annual conference (CFX), webinars, roundtables, and advisory sessions
• Define KPIs for advocacy and lifecycle programs, build dashboards, and leverage AI tools for real-time insights and reporting
• Translate customer insights into actionable improvements in messaging, product feedback, and customer enablement

Requirements

• 4+ years of experience in B2B SaaS or enterprise software marketing, with at least 3 years focused on customer marketing, advocacy, or lifecycle programs
• Proven track record of building advocacy programs that impact retention, expansion, pipeline, or sales velocity
• Hands-on experience with marketing automation and CRM platforms such as Marketo, HubSpot, Salesforce, or similar
• Proficiency in using generative AI tools (e.g., ChatGPT, Claude, Jasper, CopyAI) to enhance productivity and content creation
• Experience managing customer communities, user groups, or advisory boards
• Familiarity with advocacy and review platforms like G2, TrustRadius, Influitive, or similar
• Excellent communication, relationship-building, and project management skills
• Ability to work independently in a fast-paced, ambiguous environment
• Creative mindset with the ability to produce memorable content and event experiences

Benefits

• Competitive salary with equity options
• Unlimited Paid Time Off (PTO)
• Comprehensive health and welfare plans, including employer-paid options
• Health Savings Account (HSA) with employer contribution
• Vision and dental coverage for employees and families
• Life and disability insurance, with additional supplemental options
• Paid parental leave for all parents, including birth, adoptive, and foster parents
• Home office setup allowance and recurring phone/internet stipends
• Flexible, remote-first work environment
• Company holidays and annual professional development benefits