Boston, MA or Remote - US

Drift is the Revenue Acceleration platform that uses Conversational Marketing and Conversational Sales to help companies grow revenue and increase customer lifetime value, faster. More than 50,000 businesses use Drift to align sales and marketing on a single platform to deliver a unified customer experience where people are free to have a conversation with a business at any time, on their terms. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human. 

About the role

As the Senior Customer Advocacy Marketing Manager, you will build and drive a best-in-class customer advocacy program that cultivates lifetime heroes for our brand. You will be responsible for a set of programs to identify, engage, and amplify customer advocates in service to driving loyalty, retention, and influencing pipeline to support sales.  You will partner cross-functionally with the Sales, Customer Success, Marketing, and Product teams to build and enhance key customer relationships and evangelize the success of our customers through content, reviews, reference calls, referrals, and speaking opportunities. 

What you’ll be doing on the team:

• Manage and expand customer reference program 
  • Scale our existing customer reference program through the use of data, automation, and improved workflows 
  • Continue to build and optimize our customer advocate database, and build new programs and channels to better identify, recruit, track, and enable advocates 
  • Highlight the success of customers and amplify their stories through written case studies, videos, speaking opportunities, online reviews, reference calls, referrals, and other content 
  • Grow and maintain our customer story library
  • Identify and match customer stories with priority GTM initiatives such as press, events, and product launches
  • Drive reference program adoption and impact

• Launch and run customer advisory programs
  • Build a robust Customer Advisory Board (CAB) and associated programs from scratch
  • Work with Customer Success and Sales to develop authentic relationships with executive and C-level customers
  • Plan and execute other value-add meetings and events that foster a strategic community of advocates across the customer base 

• Create a best-in-class experience for our customer advocates 
  • Develop unique and creative ways to recruit, engage, and reward advocates at scale and build a strong customer network 
  • Work cross-functionally to cultivate opportunities to authentically develop and enhance relationships with key accounts
  • Ensure we have the right programs in place to build lifetime heroes for our brand 

• Measure and drive program effectiveness
  • Analyze and report on program performance
  • Demonstrate impact of advocacy and reference programs on loyalty, retention, and pipeline  
  • Implement strategies to optimize program growth, adoption, engagement, and satisfaction

Skills you will bring to the job:

• 5+ years of experience in a customer advocacy, customer loyalty, or customer marketing role  
• 7+ years of experience in a high-growth marketing organization
• Experience developing and scaling new marketing & customer programs with clear data-driven results
• Experience in a customer-facing role, with a passion for and understanding of the customer experience and developing customer relationships at scale
• Experience running customer advisory boards, executive briefing centers, or customer meet-ups
• Track record of results in fast-moving environments and a customer-first mindset
• Proven ability to work cross-functionally including with sales, customer success, product, operations  
• Strong interpersonal and relationship-building skills
• Strong written and verbal communication skills
• Strong organizational and project management skills 
• Ability to prioritize, multitask and organize workload
• Ability to work both individually and collaboratively within a team environment

Drift is committed to being an equal opportunity employer.

We know that applying for a new job can be intimidating. But guess what? At Drift, there is no such thing as an “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO.

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!

Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected] #LI-Remote