Senior Customer Marketing Specialist

Title: Senior Customer Marketing Specialist Location: United States - Remote

About the Role

Motive is hiring a Senior Customer Marketing Specialist to own and execute customer engagement and advocacy programs that drive retention, expansion, and brand credibility. In this role, you will build, scale, and nurture a thriving online customer community while managing incoming advocacy initiatives. This is a hands-on, individual contributor role for someone who enjoys building programs from the ground up and running them end-to-end.

You’ll join a lean, high-impact team responsible for customer storytelling (case studies, video testimonials, speaking engagements), online reviews, community engagement, reference management and advocacy programs that amplify the voice of the customer and support business growth. Experience working in industries with physical operations—such as transportation and logistics, field service, construction, or similar environments—is a strong plus.

In this role, you’ll use AI, automation, and modern customer marketing tools to make advocacy more scalable and efficient, while ensuring customers have a positive experience and programs deliver measurable business impact.

Key Responsibilities

Customer Marketing Execution & Lifecycle Engagement

• Execute customer marketing campaigns that support adoption, retention, renewals, and expansion
• Manage customer communications across key moments in the lifecycle, partnering with Customer Success, Sales, Product, and Marketing
• Coordinate closely with internal teams to ensure customer advocacy assets are discoverable, up to date, and actively used
• Maintain campaign calendars, trackers, and workflows to ensure consistent execution

Customer Advocacy & Storytelling

• Design how customers are activated across the business—spanning references, storytelling, events, campaigns, media interviews, and other go-to-market initiatives
• Identify and recruit customers for advocacy opportunities and strengthen long-term relationships with champions
• Evangelizing the value of customer advocacy internally; this includes articulating advocacy contributions to executive-level audiences
• Produce and manage customer testimonials, case studies, customer spotlights, and reference stories
• Build and maintain a centralized, well-organized repository of customer proof points for Sales and Marketing use

Online Community Management

• Develop and execute engagement strategies to drive active participation, peer-to-peer connection, and growth within our customer community.
• Execute community initiatives including discussions, recognition programs, and events created for just the community
• Synthesize community feedback and sentiment to share actionable product and messaging insights with cross-functional teams

Review Platform & Reputation Operations

• Own day-to-day execution of Motive’s presence on review platforms such as G2, TrustRadius, Capterra, and Gartner Peer Insights
• Run review generation campaigns, including customer targeting, outreach, and follow-up
• Track review performance and trends, escalating insights, risks, or opportunities as needed
• Coordinate internally on responses and actions related to customer feedback

Customer Programs & Events

• Support execution of customer-facing events such as webinars, media interviews, and speaking opportunities
• Activate customer advocates for product launches, campaigns, and field marketing initiatives
• Fulfill and track customer reference requests across the sales organization, building an active advocate network to support high-value deal conversions.
• Build and maintain an advocate pipeline by consolidating signals from CS, Sales, NPS, product usage, events, and community activity

Measurement & Optimization

• Track and report on core metrics, including advocacy participation, community engagement, review momentum, and asset utilization
• Use data and customer insights to improve processes, messaging, and program effectiveness over time

Program Execution & Operations

• Manage day-to-day execution of customer marketing programs, including timelines, logistics, follow-ups, and asset delivery
• Coordinate customer outreach, scheduling, approvals, and consent for testimonials, case studies, and advocacy activities
• Maintain clean documentation, trackers, and systems to ensure advocacy efforts are organized, up-to-date, and easy to activate across teams
• Ensure customer-facing experiences—from outreach to delivery—are polished, timely, and positive

Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or related field (or equivalent experience)
• 3–5 years of experience in customer marketing, customer references, online reviews, advocacy, community, or lifecycle marketing within a B2B technology company
• Proven experience launching and managing customer marketing and retention/expansion-focused programs
• Ability to balance customer empathy with business priorities when managing advocacy requests
• Strong storytelling, writing, and customer communication skills
• Strong organizational skills with attention to detail across systems, timelines, and customer touchpoints
• Experience in establishing, building, and managing strong customer relationships
• Familiarity with review platforms such as G2 and Gartner Peer Insights, customer engagement tools such as Peerbound, and project management solutions like Asana
• Strong project management skills with the ability to manage multiple initiatives end-to-end
• Experience interviewing customers and contributing to written customer stories or case studies
• Experience managing a customer reference program is a plus.
• Proven track record of growing and managing an online customer community
• Familiarity with WordPress and video hosting platforms like Wistia

Success in This Role Looks Like

• A growing pipeline of engaged advocates and customer champions
• A thriving online customer community that drives connection and loyalty
• Strong brand credibility across review platforms
• A robust testimonial library that supports Sales and Marketing needs
• Measurable improvements in customer engagement, retention, and advocacy participation
• Increase in the customer voice being used in Sales outreach