Global Customer Reference Manager
About The Position
You will own Commvault’s global customer reference program end to end. You are the connective tissue between Sales, Customer Success, Communications, Investor Relations, and our customers -- the person who knows which customer can speak to ransomware recovery on AWS, which one is ready to be quoted in next quarter’s earnings release, and which one will take a peer call from a Forbes Global 2000 prospect on 48 hours’ notice. You will work closely with the Voice of Customer Manager, who owns content creation and customer storytelling. Your job is to build and sustain the advocate bench that makes their work possible -- surfacing the right customers, earning their trust, and keeping them engaged so stories can be told and references can be placed when it matters most. You will think creatively and try new tactics to scale the program and meet business needs. This is a bottom-of-funnel role. The references you source, manage, and activate directly influence late-stage deals, renewals, and the credibility of every external Commvault narrative.
Requirements
- Six or more years in customer marketing, customer advocacy, customer reference, or a closely related field at a B2B technology company
- A track record of partnering with enterprise Sales teams and closing reference requests under real deal pressure
- Take a forward-looking approach to reference program design, anticipating how demand, tooling, customer participation, and field needs will evolve as the program scales.
- A collaborative working style -- comfortable supporting a peer’s content program, sharing customer intelligence generously, and coordinating handoffs without friction
- Hands-on fluency with AI tools to accelerate program operations -- drafting, matching, summarizing, and reporting -- and the judgment to know where AI helps and where the human relationship must lead
- Salesforce fluency a must, knowledge of Customer Success platform sis a plus -- comfortable building reports, configuring objects, troubleshooting workflows, and training others. CRM experience is non-negotiable
- Experience running a gifting program at scale, ideally with Sendoso, including budget management and attribution
- Strong written communication and editorial judgment to draft executive-ready customer quotes that are accurate, polished, and ready for customers to approve.
- Calm, professional, and customer-first in every interaction -- you treat advocates as relationships, not transactions
- Comfort working across time zones with global Sales and Customer Success teams
- Bachelor’s degree or equivalent experience
Nice To Haves
- Experience with ChampionHQ, UserEvidence, SmartSheet, Slack, or similar advocacy and project tools is a plus
Responsibilities
- Build and own the sales reference program, developing the one-to-one reference process and scalable one-to-many customer references to help sales leverage customer proof at critical moments.
- Develop a multi-persona reference program across CXO, practioner, and technical leaders from a variety of industries and company sizes.
- Manage the full lifecycle of peer reference requests from Sales -- intake, matching, customer outreach, scheduling, gifting via Sendoso, and post-call follow-up -- with a target turnaround that keeps deals moving
- Partner closely with the Voice of Customer Manager to identify customers who are ready to share their story -- flagging strong candidates, providing context on relationship health, and supporting smooth handoffs into the content and case study process
- Use AI to scale the program and operations -- drafting outreach, matching advocates to opportunities, summarizing reference calls, generating quote variants for Communications, and automating reporting grow and maintain a deep, searchable bench of reference-ready customers segmented by industry, region, workload, use case, and competitive displacement
- Foster a reference program customer are proud to participate in by building long-term advocate relationships, recognizing customer contributions, and creating thoughtful stewardship practices that keep advocates engaged without overextending them
- Source, draft, and secure customer quotes for earnings releases, press releases, analyst briefings, and executive keynotes, partnering closely with Communications and Investor Relations
- Be a trusted cross-functional partner to Account Executives, Customer Success Managers, and Sales Leadership, helping teams identify strong advocate candidates, qualify customer willingness, and build a reference motion that supports sales while respecting the customer relationship.
- Own the system of record for advocacy in Salesforce, Gainsight, ChampionHQ, and Sendoso -- building the reports, dashboards, workflows, automations, and gifting tracking that scale the program
- Track and report on program impact: reference requests fulfilled, deals influenced, quotes placed, peer reviews secured, advocate health, gifting attribution, and stewardship coverage
- Triage urgent, high-stakes requests with judgment -- knowing when to push, when to protect the customer relationship, and when to escalate
Benefits
- High income earning opportunities based on self-performance
- Employee stock purchase plan (ESPP)
- Continuous professional development, product training, and career pathing
- Generous global benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
