Customer Advocacy Manager

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

Responsibilities

The Customer Advocacy Manager will be responsible for building, managing and growing customer marketing programs. Reporting to the Head of Customer Advocacy, the ideal candidate should have previous experience in both customer engagement and scaling customer programs in high growth SaaS companies. This is a fantastic opportunity to join a high growth company.

You will work cross functionally to build customer participation with enterprise customers across many industries and partnering closely with stakeholders in Sales, Customer Success, Marketing, Product, and PR/AR. 

The candidate is an individual contributor who will work closely with the global Customer Advocacy team, who are driving all Customer Marketing and Customer Advocacy programs. Success is measured by quantity and quality of content, amount of engagement with each account, brand equity, and levels/titles of participating customers.

Locations: Austin, San Francisco, DC

The main responsibilities are:

Customer References:

• • Cultivate, grow and maintain an active customer reference pipeline
  • Support and fulfill sales 1:1 and RFP requests for customer references
  • Support customer reference requests from event and campaign managers, and analyst and public relations teams 

Customer Advocacy: 

• • Recruit and engage customers for participation in speaking engagements, webinars, press releases, blogs/articles, analysts reports and interviews, and other marketing activities
  • Lead the development and manage high quality customer story content, including case studies, story slides, and customer video content
  • Qualify, develop and maintain a targeted pipeline of strategic customer relationships. 

Advisory Boards and Councils: 

• Recruit and engage with customers for participation in our customer advisory events
• Manage the internal nomination process, coordination across many teams and executives, pre/post event success  
• Manage in-person, best-in-class executive customer experiences 

Requirements

• Proven success in customer advocacy/marketing role(s).
• Ability to identify and cultivate new relationships with customers across market segments and industries with particular focus on well known global brands
• Professional and self-motivated team member, who can organize and manage multiple projects across functions (especially with Marketing and Sales) and with multiple stakeholders and contributors
• Experience with Reference Management and/or Customer Advocacy/Marketing tools
• Outgoing with dynamic interpersonal and top-notch verbal and written communication skills

Skills, knowledge and experience

• Bachelor’s Degree in Business/Marketing or Communications related field 
• 5+ years of customer marketing/advocacy experience
• Significant experience in B2B technology marketing with a keen understanding of the Internet ecosystem and technical audiences   
• Customer-first mentality
• Collaborative, learner, team-oriented attitude
• Ability to effectively influence both internal and external stakeholders across all levels of the organization
• Have a bias to action and the ability to not only manage but thrive in a fast-paced environment

• A passion for Cloudflare’s mission and the success of our customers, partners, and comm