Senior Manager, Customer Advocacy & Community Marketing

Sprout Social is a social intelligence platform that helps brands connect with customers and drive customer engagement. The Senior Manager, Customer Advocacy & Community leads customer advocacy, community, and review programs, manages a remote team, applies AI-enabled approaches, and collaborates cross-functionally to scale customer success storytelling and engagement.

Responsibilities:

• Team Leadership: Oversee a best-in-class team that develops and implements engaging user community and customer advocacy programs that build trust, drive product usage and deepen our relationships with customers at scale
• Champion our Customers: Inspire and engage prospects, current users and our teams across Sprout, by creating scalable and integrated advocacy, community and customer reviews programs that surface customer successes at scale, apply relevant narrative context, and promote these internally and externally as the solid foundation to our customers’ success
• Lead with AI: Research, experiment, and implement new technology and approaches from the rapidly evolving AI toolset not only to accelerate the work of the Customer Marketing team, but to transform the way the team works and what we deliver to the business
• Collaborate for Success: Partner closely with Customer Success, Social, Brand and Field Marketing, Product Marketing, Lifecycle Marketing, Customer Education, Revenue, Product Operations and Performance Marketing to align strategies and scale impact
• Enthusiastically Solve Ambiguous Challenges: Use expertise and influence to guide major cross-functional efforts to change how we surface customer stories internally and show up for our customers through collaboration, clean data, system integrations, automation, scalable program design and impeccable project management
• Completing onboarding and meeting key cross-functional partners across Marketing, Customer Success and Operations teams
• Getting oriented to Sprout’s customer advocacy and community programs and supporting tools
• Building a deep understanding of our customers, personas and products
• Understanding priorities of your role and begin identifying opportunities for team and program improvement
• Taking ownership of key team and cross-functional rituals
• Expanding your understanding of the product roadmap and in-flight programs to manage prioritization of work for the Customer Advocacy & Community team
• Partnering with cross-functional team partners to understand shared processes and audiences
• Launching your first customer-facing program
• Driving and delivering 2027 priorities and roadmap, as well as yearly team performance reviews
• Using your deep understanding of our customers’ success stories to identify strategic areas of opportunity to improve community and advocacy programs and processes
• Actively tracking engagement and business impact metrics
• Serve as the point person across Sprout for Customer Advocacy & Community programs and processes
• Influencing how Sprout approaches Customer Advocacy & Community holistically—from data and systems to program execution and reporting
• Offering a roadmap to further evolve our ability to support elevating our customers’ success stories at scale
• Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven’t even considered yet

Requirements:

• 8+ years of experience in Customer Marketing, Advocacy or Community management, with 5+ years of experience in a fast-paced SaaS or B2B tech environment
• 2+ years of experience in direct people management with remote teams
• Demonstrated ability to translate business needs into applicable customer marketing strategies that then are executed as effective advocacy and/or community engagement programs
• Excellent communication and storytelling skills, with the ability to guide team in crafting compelling narratives that showcase the value of Sprout products
• Comfortable working in fast-paced environments with competing priorities; ability to prioritize high-impact work and drive alignment across teams
• High attention to detail and cross-functional and collaborative project management experience
• Proven ability to develop and maintain a magnetic team culture that not only inspires and engages direct reports but also compels others across the business to want to work with you/them
• User-level experience working with third party review sites (such as G2 or TrustRadius), community platforms (like Gainsight or Zendesk community products), and advocacy collection/management tools (such as UserEvidence and Base.ai)