Customer Communications Lead

EROAD•Chicago, IL

10d

About The Position

We’re looking for a Customer Communications Lead to own customer-facing communications and build a Voice of Customer (VoC) program that drives action across the business. This role will also help run our Customer Advisory Board (CAB) in partnership with Marketing and Product, and serve as a key voice of the customer inside the company. About the role: Customer Communications Lead the creation and delivery of communications that inform, educate, and engage our customer base on key updates, releases, and initiatives. Develop and manage EROAD’s customer communication templates, message maps, and content assets. Ensure all customer messaging reflects a consistent, on-brand tone and a customer-first perspective. Collaborate with Product, Marketing, and Customer Success to ensure release notes, change notifications, and product updates are simple, relevant, and actionable. Voice of Customer & Advocacy Partner with the CX leadership team to operationalize Voice of Customer programs and ensure insights flow across all regions and functions. Drive engagement in the Customer Advisory Board (CAB) alongside Product and Marketing, ensuring customers see their feedback reflected in EROAD’s roadmap and priorities. Represent the customer perspective in internal meetings and strategic discussions, advocating for clarity, empathy, and responsiveness. Internal Enablement Share customer insights, successes, and sentiment updates across internal stakeholders—keeping all EROADers informed about how customers are experiencing our work. Ensure teams are “brought along for the journey” and understand the story behind our customer programs and product evolution. Support development of executive messaging and presentation materials for internal and external communications.

Requirements

5+ years in communication, marketing or customer experience ideally within SaaS, technology of telematics.
Proven ability to craft high-quality written and visual content across internal and external channels.
Strong cross-functional communication and project management skills.
Experience translating complex technical or operational topics into clear, customer-friendly messages.
Comfortable collaborating with senior leaders and customer-facing teams across global regions.

Responsibilities

Lead the creation and delivery of communications that inform, educate, and engage our customer base on key updates, releases, and initiatives.
Develop and manage EROAD’s customer communication templates, message maps, and content assets.
Ensure all customer messaging reflects a consistent, on-brand tone and a customer-first perspective.
Collaborate with Product, Marketing, and Customer Success to ensure release notes, change notifications, and product updates are simple, relevant, and actionable.
Partner with the CX leadership team to operationalize Voice of Customer programs and ensure insights flow across all regions and functions.
Drive engagement in the Customer Advisory Board (CAB) alongside Product and Marketing, ensuring customers see their feedback reflected in EROAD’s roadmap and priorities.
Represent the customer perspective in internal meetings and strategic discussions, advocating for clarity, empathy, and responsiveness.
Share customer insights, successes, and sentiment updates across internal stakeholders—keeping all EROADers informed about how customers are experiencing our work.
Ensure teams are “brought along for the journey” and understand the story behind our customer programs and product evolution.
Support development of executive messaging and presentation materials for internal and external communications.