Customer Advocacy Program Manager
AlphaSenseSalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaSIndustries
Requirements
- Experience building and scaling customer advocacy programs, including case studies, videos, webinars, event speakers, and references
- Expertise in customer storytelling, identifying/recruiting customers, and preparing them for thought leadership, speaking, co-marketing, and media
- Ability to align customer stories to strategic GTM priorities (industry, product line, competitive replacement, ROI)
- Knowledge of managing approvals, legal compliance, brand guidelines, and content distribution
- Proficiency in end-to-end reference management processes (intake, matching, briefing, sales calls)
- Experience maintaining customer proof libraries and tracking impact on pipeline, win rates, and revenue
- Strategic vision for customer community roadmap, value proposition, growth strategy, and alignment to GTM objectives
- Skills in defining community purpose, metrics, moderation policies, content standards, and escalation paths
- Ability to analyze trends, present insights to executives, and influence investment decisions
- Expertise in platform administration for Higher Logic/Vanilla and SlapFive (configuration, permissions, tagging, workflows, vendor liaison)
Responsibilities
- Build and manage the customer story pipeline—case studies, videos, webinars, event speakers, analyst references, success articles
- Identify, recruit, and interview customers; prepare them for thought leadership, speaking, co-marketing, and media opportunities
- Ensure every story is aligned to strategic GTM priorities (industry, product line, competitive replacement, ROI proof)
- Manage approvals, legal compliance, brand guidelines, and content distribution across marketing and sales channels
- Own the end-to-end reference process—intake, matching, briefing customers, staffing sales reference calls
- Maintain an accurate, searchable customer proof library with coverage by product, persona, segment, and industry
- Track influence of references on pipeline, win rates, and revenue acceleration
- Partner with Sales Enablement to embed customer proof into pitch decks, RFPs, analyst briefings, competitive takeouts
- Define and own the community roadmap, value proposition, and multi-phase growth strategy—from early activation to scaled engagement
- Establish the purpose, voice, success metrics, and role of the community in product adoption, retention, and advocacy
- Align community goals to broader GTM objectives: onboarding, feature adoption, peer-to-peer education, customer-led growth
- Develop and enforce community moderation policies, content standards, and escalation paths
- Present trends, member insights, and strategic recommendations to executive leadership and influence investment decisions
- Define and report KPIs across advocacy and community: member growth, engagement rate, time-to-answer, reference utilization, pipeline impact
- Present quarterly performance and strategic recommendations to Product Marketing, Sales, and Executive teams
- Forecast staffing, vendor support, and technology investments required to scale community and advocacy programs
- Own configuration of Higher Logic/Vanilla and SlapFive platforms: access permissions, tagging, groups, badging logic, advocacy workflows
- Administer roles, onboarding flows, community taxonomy, and member journeys
- Liaise with platform vendors, manage support tickets, upgrades, beta features, and roadmap alignment
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What are the main responsibilities of this role?
The role involves building customer story pipelines like case studies and webinars, managing customer references and proof infrastructure, and defining the strategy and growth for the customer community on platforms like Higher Logic/Vanilla and SlapFive.
What platforms will I work with for the customer community?
You'll shape the strategy and growth of the customer community on Higher Logic/Vanilla and SlapFive.
Who will I collaborate with in this position?
You'll work closely with Product Marketing, Sales, and Customer Success teams.
Is this role remote or office-based?
This information is not specified in the job description.
What kind of candidate is Glia looking for?
Glia seeks someone strategic and high-visibility who loves turning customer outcomes into narratives, building communities that connect people and support revenue growth, and partnering with passionate customers.
Glia
Digital customer service solutions for banks
About Glia
Glia provides digital customer service solutions specifically designed for financial institutions like banks and credit unions. Their platform includes various tools such as messaging, video, voice, and CoBrowsing, which allows customer service agents to interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across multiple digital channels, allowing seamless transitions between chat, video calls, and voice calls without losing context. Glia's goal is to enhance customer service efficiency and user experience, ultimately improving customer satisfaction and loyalty. Unlike competitors, Glia focuses on the financial services sector, offering a tailored service that helps institutions modernize their customer interactions and increase online loan applications. By providing these tools as a service, Glia aims to help financial institutions deliver personalized support and boost customer retention.
New York City, New YorkHeadquarters
2012Year Founded
$147.8MTotal Funding
SERIES_DCompany Stage
AI & Machine Learning, Financial ServicesIndustries
201-500Employees
Benefits
Stock Options
Professional Development Budget
Risks
Rapid AI adoption could lead to increased competition from new entrants.
Financial institutions may develop in-house digital customer service solutions.
Increasing regulatory scrutiny on AI and data privacy could raise compliance costs.
Differentiation
Glia's ChannelLess® architecture allows seamless transitions between communication channels.
Quality AnalystGPT provides real-time insights into customer needs and trends.
Glia's AI-driven solutions enhance customer experience and operational efficiency.
Upsides
Increased demand for AI-driven customer service in the financial sector.
Growing trend of integrating AI with customer service platforms.
Expansion of digital banking services boosts demand for Glia's solutions.
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