Program Manager, Customer Advocacy

Zoom is hiring a Program Manager, Customer Advocacy to lead its end-to-end customer review strategy across Gartner Peer Insights, TrustRadius, and G2. The role builds an always-on program that strengthens market proof and competitive differentiation, while integrating customer reviews into marketing, analyst relations, and sales enablement.

Responsibilities:

• Lead the end-to-end customer review strategy across Gartner Peer Insights, TrustRadius, and G2, shifting from episodic award-driven solicitations to a strategic, always-on program that drives market proof and competitive differentiation
• Own the customer review calendar, balancing continuous review generation across key product categories with strategic alignment to analyst evaluation periods and market priorities
• Prioritize AEO/GEO visibility of customer reviews to maximize AI citations, support core marketing narratives, and influence technology buyer evaluations across the dark funnel
• Manage Zoom's presence across all subscribed and non-subscribed review platforms, ensuring accuracy, completeness, and strategic positioning while tracking volume, quality, ratings, sentiment, and competitive standing
• Support key Analyst Relations market evaluations including Forrester Wave, IDC MarketScape, and Gartner Magic Quadrant with high-quality customer references, partnering with Product Marketing and AR to match references to specific product, industry, and geographic requirements
• Collaborate cross-functionally with Sales, Content, Integrated Marketing, Social Media, and Digital teams to drive multi-channel promotion and consumption of customer reviews
• Partner with reviews vendors to shift relationships from tactical solicitation to a strategic content engine, leveraging comparison reports, customer story generation, and reference identification
• Surface growth opportunities by integrating customer reviews into internal AI search tools, identifying key strategic focus markets, and building organizational expertise across review platform capabilities including intent leads, content licensing, and emerging features

Requirements:

• 5+ years of B2B technology marketing experience in roles such as integrated marketing, campaigns, field marketing, or content, combined with 3-5 years of direct experience in customer advocacy, customer reviews management, or analyst relations
• Demonstrated experience managing third-party review platforms including Gartner Peer Insights, G2, and TrustRadius, with the ability to track and analyze volume, quality, ratings, sentiment, and competitive standing
• Excellent organizational skills with the ability to manage multiple concurrent programs, stakeholders, and deadlines across a complex cross-functional environment
• Superb customer-facing communication skills, with experience directing customer time and attention in ways that are respectful, strategic, and effective
• Comfort with data, metrics, and target-setting, including experience managing toward stretch goals and clearly reporting program performance to leadership
• Experience supporting analyst evaluations such as Forrester Wave, IDC MarketScape, and Gartner Magic Quadrant with customer references, and a strong understanding of the B2B technology buyer journey and the role customer evidence plays in purchase decisions
• Familiarity with AEO/GEO concepts, customer advocacy platforms, and reference management tools
• background in SaaS, UCaaS, CCaaS, or enterprise technology marketing is a plus