СШАGlobal Customer Marketing, Advocacy & Communities Manager
5 дн. назад
СШАHybrid
community managementcustomer relationship managementcontent creationcampaign management
Manage and grow ’s customer marketing program and community to build long-term customer relationships and advocacy.
Обязанности
- Including but not limited to the following:
Требования
- Are comfortable working in a hyper-fast, high-judgment environment where market conditions change regularly.
- Have excellent written and verbal communication, with the judgement to know what a regulated audience will trust.
- Build relationships that make customers want to talk about their work with publicly.
- 6+ years in customer marketing, lifecycle marketing or customer advocacy at B2B SaaS or technology companies, ideally in financial services, compliance or digital assets.
- A track record of building a customer advocacy programme or practitioner community that people chose to join and stay in.
- Hands-on experience building AI workflows that replaced manual work. We will ask you to walk us through one at the interview.
- Strong cross-functional skills, especially with Customer Success and Sales, and confidence working with senior executives at customer organisations.
- Experience in a regulated industry, and comfort with the data governance it requires.
- Fluent English.
Будет плюсом
- A background in financial services, compliance or digital assets.
- Additional languages.
Другое
- This NYC-based role will grow ’s existing customer marketing program into a lifecycle program that builds long-term relationships with our customers at every stage, from signature to renewal and advocacy. You will also build a community of compliance practitioners who value being part of it and actively recommend to their peers and networks.
- You will work closely with the Customer Success, Sales, and Product Marketing teams to build and own the agentic workflows that carry the program’s volume, so that you can run it across the full customer lifecycle. Customer Success owns the customer relationship. You will own the programmatic layer around it: the journeys, content, moments and proof that help every customer get value from . Your role is to build relationships that make our customers want to talk about their work with publicly.
- helps financial institutions, crypto businesses and governments manage risk and investigate illicit activity in digital assets. Since 2013 we have built one of the deepest on-chain data sets in the industry, and our risk intelligence supports compliance teams at banks, exchanges, payment firms and stablecoin issuers worldwide. In 2026 we raised a $120M Series D from investors including Nasdaq, JPMorgan and Deutsche Bank.
- Design and automate onboarding journeys for analysts, MLROs and the executive sponsor who decides on renewal, with content and communications triggered by HubSpot account events such as a signed contract, a new user or a missed adoption milestone.
- Incorporate Learn into onboarding so customer teams build skills from day one.
- Build automated product update and launch communications that reach the right contacts in each account, triggered by product and account data.
- Run executive briefings that give customers first access to product roadmaps, Intelligence research and regulatory analysis.
- Collaborate with the product team on beta programs for our key enterprise customers.
- Build renewal re-engagement workflows triggered by account health, and run them with Customer Success for accounts in the renewal cycle.
- Build the advocacy program, including an agent that flags likely advocates from call sentiment and engagement data for you to review and approach.
- Build a fast pipeline for case studies, quotes, logos and speakers, with first drafts generated from customer interview transcripts and a human approval step before anything is published.
- Make customer proof visible where buyers and AI assistants look for it, including case studies, review platforms and third-party coverage, working with the content and media teams.
- Launch the Chief Customer Officer in Conversation program.
- Supply customer voices for ABM, paid channels, media, events and executive platforms.
- Build a community of compliance practitioners, made up of customers and selected prospects, centred on peer access and candid discussion.
- Start with high-value formats, such as an advisory board, regional roundtables under the Chatham House Rule and peer working groups, and grow into a wider platform as demand shows.
- Feed recurring themes from the community back to Product, Intelligence and content.
- Support tier 1 events with the Global Events Manager, including the annual customer event.
- Feed customer voices into industry associations – go where the communities already exist.
- This role covers onboarding, retention, advocacy, community, events and industry associations. You will run that scope by designing, building and owning the agents and automated workflows that handle the repeatable work, so your own time goes on the relationships that build trust. We expect you to:
- Build, maintain and improve the program’s agents and workflows, including those named above, and own their accuracy, performance and data governance.
- Review everything AI produces before it reaches a customer or the market, with the editorial judgment a regulated audience expects.
- Partner with CSMs who approve any outreach to their accounts, so automation and the advocate agent respect that
- Spend the time this saves with customers: growing communities and advisory boards, developing advocates, supporting events, and creating thought leadership content with the Chief Customer Officer.
- Reviewed and overhauled the current marketing and advocacy program into a lifecycle program with key moments identified to build marketing moments on
- Optimized both the marketing to program using AI for the volume work, and the advocacy program allowing you to add human judgement for more valued interactions.
- Have a pipeline of customer assets in progress across all geos and all ICPs, with production optimized where possible using automated workflows.
- Identified communities and built a plan of how to work with them using our advocates and seeing content and communications.
- Leading indicators: adoption, advocates, references used in deals
- Engagement and participation in customer marketing programs
- Pipeline influenced by references, advocates and former champions
- Volume of approved customer proof assets, and days from customer interview to approved asset
- Active participation in community programs
- Share of the program run through automated workflows