Senior Customer Marketing Specialist

Motive

20d•$93,000 - $128,000

About The Position

Motive is hiring a Senior Customer Marketing Specialist to own and execute customer engagement and advocacy programs that drive retention, expansion, and brand credibility. This hands-on individual-contributor role will build, scale, and nurture an online customer community while managing advocacy initiatives end to end. The specialist will work with a lean, high-impact team on customer storytelling, online reviews, community engagement, reference management, and advocacy programs. The role uses AI, automation, and customer marketing tools to make advocacy more scalable and efficient while delivering positive customer experiences and measurable business impact. The position spans lifecycle marketing, customer advocacy and storytelling, online community management, review-platform operations, customer programs and events, measurement, and program execution. It partners with Customer Success, Sales, Product, and Marketing to support customer adoption, retention, renewals, expansion, and sales enablement. Experience in industries with physical operations, such as transportation and logistics, field service, or construction, is a strong plus.

Requirements

Bachelor’s degree in Marketing, Communications, Business, or a related field, or equivalent experience.
3–5 years of experience in customer marketing, customer references, online reviews, advocacy, community, or lifecycle marketing within a B2B technology company.
Proven experience launching and managing customer marketing programs focused on retention and expansion.
Ability to balance customer empathy with business priorities when managing advocacy requests.
Strong storytelling, writing, and customer communication skills.
Strong organizational skills and attention to detail across systems, timelines, and customer touchpoints.
Experience establishing, building, and managing strong customer relationships.
Familiarity with review platforms such as G2 and Gartner Peer Insights, customer engagement tools such as Peerbound, and project management solutions such as Asana.
Strong project management skills and ability to manage multiple initiatives end to end.
Experience interviewing customers and contributing to written customer stories or case studies.
Proven track record of growing and managing an online customer community.
Familiarity with WordPress and video hosting platforms such as Wistia.

Nice To Haves

Experience managing a customer reference program.
Experience in industries with physical operations, such as transportation and logistics, field service, or construction.

Responsibilities

Execute customer marketing campaigns that support adoption, retention, renewals, and expansion.
Manage customer communications across key lifecycle moments in partnership with Customer Success, Sales, Product, and Marketing.
Coordinate with internal teams to ensure advocacy assets are discoverable, current, and actively used.
Maintain campaign calendars, trackers, and workflows for consistent execution.
Design how customers are activated across references, storytelling, events, campaigns, media interviews, and other go-to-market initiatives.
Identify and recruit customers for advocacy opportunities and strengthen long-term relationships with champions.
Evangelize the value of customer advocacy internally, including communicating advocacy contributions to executive-level audiences.
Produce and manage customer testimonials, case studies, customer spotlights, and reference stories.
Build and maintain an organized repository of customer proof points for Sales and Marketing.
Develop and execute strategies to drive participation, peer-to-peer connection, and growth in the customer community.
Run community discussions, recognition programs, and events for community members.
Synthesize community feedback and sentiment into actionable product and messaging insights for cross-functional teams.
Manage day-to-day presence on review platforms such as G2, TrustRadius, Capterra, and Gartner Peer Insights.
Run review-generation campaigns, including customer targeting, outreach, and follow-up.
Track review performance and trends, and escalate insights, risks, or opportunities as needed.
Coordinate internal responses and actions related to customer feedback.
Support customer-facing events such as webinars, media interviews, and speaking opportunities.
Activate customer advocates for product launches, campaigns, and field marketing initiatives.
Fulfill and track customer reference requests across Sales and build an advocate network that supports high-value deal conversions.
Build and maintain an advocate pipeline using signals from Customer Success, Sales, NPS, product usage, events, and community activity.
Track and report advocacy participation, community engagement, review momentum, and asset utilization.
Use data and customer insights to improve processes, messaging, and program effectiveness.
Manage program timelines, logistics, follow-ups, and asset delivery.
Coordinate customer outreach, scheduling, approvals, and consent for testimonials, case studies, and advocacy activities.
Maintain clean documentation, trackers, and systems so advocacy efforts are organized, up to date, and easy to activate.
Ensure customer-facing experiences, from outreach through delivery, are polished, timely, and positive.