Customer Marketing & Community Lead

Playground•New York, NY

2d•Onsite

About The Position

Playground is seeking a Customer Marketing & Community Lead to make customers their most credible marketing channel and build a community of practice around their product. This role involves designing and running advocacy and referral programs, producing user spotlights and case studies, and building high-touch executive programs. The community aspect includes operating organic social as a two-way relationship channel, engaging directly with users, hosting conversations, and creating spaces for customers to gather. The lead will serve as the voice of the customer internally, shaping messaging and product positioning, and contributing to demand generation through referrals, advocacy, and customer-led growth. This is a full-time role based in New York City.

Requirements

6+ years of experience in customer marketing, advocacy, community marketing, or executive customer programs, ideally within B2B SaaS
Proven experience building or scaling customer-facing programs from scratch
Highly self-directed and comfortable operating in a fast-moving, unstructured environment
Strong analytical mindset with the ability to tie community and advocacy efforts to measurable business outcomes
Experience designing and running advocacy or referral programs with clear pipeline or retention impact
Hands-on community management experience, not just overseeing external partners
Excellent communication skills, with the ability to engage customers, executives, and internal stakeholders
Strong writing and content production skills, with a hands-on approach to storytelling and execution

Nice To Haves

Experience building a practitioner community (online or in-person) from the ground up
Experience running “built with X”-style customer content programs
Experience managing a Customer Advisory Board or Executive Briefing Center
Background in video, podcast, or live content production

Responsibilities

Own this function’s contribution to demand generation pipeline, including referrals, advocate-driven inbound, reference calls, and case studies
Build and manage the metrics framework connecting advocacy, referrals, and community to acquisition, engagement, and expansion
Design and run high-touch executive programs including Customer Advisory Board, Executive Briefings, early access programs, and customer reference networks
Operate organic social as a true community channel through active engagement in comments, DMs, and relevant groups
Build and moderate community spaces (Slack, LinkedIn groups, or similar) and run consistent programming such as AMAs, office hours, and roundtables
Design and launch a formal customer referral program with clear incentives, attribution, and measurable pipeline impact
Develop showcase, award, or competition programs to highlight customer use cases and success stories
Feed voice-of-customer insights into company messaging and product positioning in partnership with leadership
Build and scale a structured customer advocacy program, including named advocates, recognition systems, and content participation
Source and interview customers and collaborate with creative teams to produce case studies, spotlights, and community-driven content