Program Manager, Customer Advocacy

Zoom

4d • $76,800 - $186,200 • Remote

About The Position

As Program Manager, Customer Advocacy, you will lead Zoom's end-to-end customer reviews strategy across Gartner Peer Insights, TrustRadius, and G2, building a sustainable, always-on program that transforms customer evidence into a strategic engine for market proof and competitive differentiation. This role sits at the intersection of customer advocacy, marketing strategy, and analyst relations, with direct responsibility for elevating the customer voice into AI visibility, marketing narratives, and sales enablement at scale. You will move Zoom's approach from episodic, award-driven solicitations to a strategic program that serves analyst evaluation cycles, supports AEO/GEO visibility, and feeds cross-functional marketing initiatives across content, demand generation, and social. For a strategist who is equally comfortable setting direction and executing in the details, this role offers the scope, visibility, and organizational impact to build something genuinely differentiated.

Requirements

• 5+ years of B2B technology marketing experience in roles such as integrated marketing, campaigns, field marketing, or content, combined with 3-5 years of direct experience in customer advocacy, customer reviews management, or analyst relations.
• Demonstrated experience managing third-party review platforms including Gartner Peer Insights, G2, and TrustRadius, with the ability to track and analyze volume, quality, ratings, sentiment, and competitive standing.
• Excellent organizational skills with the ability to manage multiple concurrent programs, stakeholders, and deadlines across a complex cross-functional environment.
• Superb customer-facing communication skills, with experience directing customer time and attention in ways that are respectful, strategic, and effective.
• Comfort with data, metrics, and target-setting, including experience managing toward stretch goals and clearly reporting program performance to leadership.
• Experience supporting analyst evaluations such as Forrester Wave, IDC MarketScape, and Gartner Magic Quadrant with customer references, and a strong understanding of the B2B technology buyer journey and the role customer evidence plays in purchase decisions.
• Familiarity with AEO/GEO concepts, customer advocacy platforms, and reference management tools; background in SaaS, UCaaS, CCaaS, or enterprise technology marketing is a plus.

Nice To Haves

• background in SaaS, UCaaS, CCaaS, or enterprise technology marketing is a plus.

Responsibilities

• Lead the end-to-end customer review strategy across Gartner Peer Insights, TrustRadius, and G2, shifting from episodic award-driven solicitations to a strategic, always-on program that drives market proof and competitive differentiation.
• Own the customer review calendar, balancing continuous review generation across key product categories with strategic alignment to analyst evaluation periods and market priorities.
• Prioritize AEO/GEO visibility of customer reviews to maximize AI citations, support core marketing narratives, and influence technology buyer evaluations across the dark funnel.
• Manage Zoom's presence across all subscribed and non-subscribed review platforms, ensuring accuracy, completeness, and strategic positioning while tracking volume, quality, ratings, sentiment, and competitive standing.
• Support key Analyst Relations market evaluations including Forrester Wave, IDC MarketScape, and Gartner Magic Quadrant with high-quality customer references, partnering with Product Marketing and AR to match references to specific product, industry, and geographic requirements.
• Collaborate cross-functionally with Sales, Content, Integrated Marketing, Social Media, and Digital teams to drive multi-channel promotion and consumption of customer reviews.
• Partner with reviews vendors to shift relationships from tactical solicitation to a strategic content engine, leveraging comparison reports, customer story generation, and reference identification.
• Surface growth opportunities by integrating customer reviews into internal AI search tools, identifying key strategic focus markets, and building organizational expertise across review platform capabilities including intent leads, content licensing, and emerging features.

Benefits

• award-winning workplace culture
• commitment to delivering happiness
• benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed