Develop and implement a comprehensive customer advocacy program strategy, including goals, objectives, and key performance indicators (KPIs).
Build and manage a robust customer reference program, identifying, recruiting, and nurturing customer advocates.
Oversee the creation of compelling customer success stories, case studies, testimonials, and other advocacy content across various formats (written, video, etc.).
Identify and secure customer speakers for webinars, conferences, and other events, providing them with the necessary support and resources.
Design and execute a customer awards and recognition program to celebrate customer achievements and foster a sense of community.
Partner with the customer education team to develop and manage a thriving online user community, facilitating peer-to-peer interaction and knowledge sharing.
Spearhead the planning and execution of an annual in-person user conference, creating a valuable experience for customers and showcasing Redwood’s solutions.
Collaborate with sales, marketing, product, and customer success teams to align on advocacy initiatives and maximize program impact.
Track and report on program performance, demonstrating the value of customer advocacy to the organization.
Stay up-to-date on industry best practices and emerging trends in customer advocacy marketing.

5+ years of experience in B2B marketing or customer success, with a focus on customer advocacy, customer marketing, or related areas.
Proven track record of building and managing successful customer advocacy programs from scratch.
Experience in developing and executing various types of customer content (case studies, testimonials, videos, etc.).
Strong understanding of customer engagement strategies and best practices.
Excellent communication, interpersonal, and presentation skills, with the ability to build relationships with customers and internal stakeholders.
Experience managing customer communities and user conferences is a plus.
Ability to work independently and as part of a team, with strong project management and organizational skills.
Data-driven approach with experience in tracking and reporting on program performance.
Experience in the software industry, particularly in the automation or managed file transfer space, preferred.
Bachelor’s degree in Marketing, Communications, or a related field; advanced degrees or certifications are a plus.

Customer Advocacy Marketing Manager

Key skills