Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

The Director, Customer Advocacy is a strategic, cross-functional project and program manager focused on advancing organization-wide customer advocacy efforts. This role manages the customer reference program, Customer Advisory Board, and Customer Innovator Awards program. Elevating the voice of the customer is a key initiative with executive-level visibility, with the goals of increasing retention and building stronger customer relationships. This role requires close partnership and engagement with customers and internal stakeholders (Sales, Customer Success, Product, Marketing) to maintain strength and support of programs.

This position follows a hybrid work model (3 days on-site & 2 days remotely) out of our Atlanta, GA or Portland, OR Center of Excellence (COE).

How will you contribute?

Customer Reference Program:
Own the global customer reference program, including vendor management for the technology and development of data-informed recruitment strategies
Track progress and KPIs of the customer advocacy program, as well as life cycles of advocate accounts
Drive campaigns and resources to ensure Sales and Customer Success adoption of the advocacy program
Build pipeline of customer advocates for Smarsh business segments to ensure support of all sale and CSM teams
Manage tokens of appreciation programs for internal users and customer advocates
Serve as primary curator of market-facing advocacy deliverables (case studies, logos, testimonial quotes)
Planning stakeholder for Smarsh events, working with account teams to identify and secure customers for strategic topics

Customer Advisory Board (CAB):
Manage CAB, including strategic content development with executives, meeting administration (in-person and virtual), onboarding/offboarding of members, and resources management
Partner with executive sponsors to ensure vision alignment with other Smarsh strategies
Conduct as-needed customer surveys and focus groups of CAB members to advance Smarsh’s vision and brand
Serve as an essential feedback loop for customers insights and cross-functional continuous improvement

Customer Innovator Awards:
Project manager for all stages of awards program, including nomination, promotion, customer communications, internal evaluation, and customer recognition
Cross-functional collaboration within Marketing, Sales, Product, and Customer Success to identify and position nominees for executive review
Partner with Legal to determine appropriate terms and conditions for program participation to ensure mutually beneficial value for customers and Smarsh

What will you bring?

Experience creating and running an advocacy program
Exceptional interpersonal and influence management skills to work with cross-functional teams and drive alignment among key stakeholders
Proactive, strategic, and solutions-focused marketing leader
Strong passion for serving and understanding customers: customer-first mentality
Strong analytical skills to evaluate marketing effectiveness and ROI of customer engagement
Ability to see the bigger picture – to listen to what customers say and identify strategic areas for business improvement
Ownership mentality and proven ability to meet deadlines, work collaboratively with others, and ensure high quality deliverables
Strong project management skills and the ability to use data to guide decision-making and resource allocations
Strong written and oral communication skills
BA or BS Degree
8+ years of experience with Customer Advocacy and 2+ year of experience in marketing overall at a B2B company
Experience with Salesforce
Experience with project management and/or change management methodologies highly desired

The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process.

The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training.

Local cost of living assessments are done for each new hire at the time of offer.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

Smarsh

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Director, Customer Advocacy (ATL or PDX)