[Remote] Senior Customer Marketing Specialist

Note: The job is a remote job and is open to candidates in USA. Motive is hiring a Senior Customer Marketing Specialist to lead customer engagement and advocacy programs that support retention, expansion, and brand credibility. The role builds and manages customer community, storytelling, reference, review, and advocacy initiatives, coordinating with cross-functional teams and measuring program impact.

Responsibilities

• Execute customer marketing campaigns that support adoption, retention, renewals, and expansion
• Manage customer communications across key moments in the lifecycle, partnering with Customer Success, Sales, Product, and Marketing
• Coordinate closely with internal teams to ensure customer advocacy assets are discoverable, up to date, and actively used
• Maintain campaign calendars, trackers, and workflows to ensure consistent execution
• Design how customers are activated across the business—spanning 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
• Evangelizing the value of customer advocacy internally; this includes articulating advocacy contributions to executive-level audiences
• Produce and manage customer testimonials, case studies, customer spotlights, and reference stories
• Build and maintain a centralized, well-organized repository of customer proof points for Sales and Marketing use
• Develop and execute engagement strategies to drive active participation, peer-to-peer connection, and growth within our customer community
• Execute community initiatives including discussions, recognition programs, and events created for just the community
• Synthesize community feedback and sentiment to share actionable product and messaging insights with cross-functional teams
• Own day-to-day execution of Motive’s 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, escalating insights, risks, or opportunities as needed
• Coordinate internally on responses and actions related to customer feedback
• Support execution of 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 the sales organization, building an active advocate network to support high-value deal conversions
• Build and maintain an advocate pipeline by consolidating signals from CS, Sales, NPS, product usage, events, and community activity
• Track and report on core metrics, including advocacy participation, community engagement, review momentum, and asset utilization
• Use data and customer insights to improve processes, messaging, and program effectiveness over time
• Manage day-to-day execution of customer marketing programs, including 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 to ensure advocacy efforts are organized, up-to-date, and easy to activate across teams
• Ensure customer-facing experiences—from outreach to delivery—are polished, timely, and positive

Skills

• Bachelor's degree in Marketing, Communications, Business, or 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 and retention/expansion-focused programs
• Ability to balance customer empathy with business priorities when managing advocacy requests
• Strong storytelling, writing, and customer communication skills
• Strong organizational skills with attention to detail across systems, timelines, and customer touchpoints
• Experience in 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 like Asana
• Strong project management skills with the 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 like Wistia
• The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations
• Experience managing a customer reference program is a plus

Benefits

• Health, pharmacy, optical and dental care benefits (subject to eligibility requirements)
• Paid time off (subject to eligibility requirements)
• Sick time off (subject to eligibility requirements)
• Short term and long term disability coverage (subject to eligibility requirements)
• Life insurance (subject to eligibility requirements)
• 401k contribution (subject to eligibility requirements)

Company Overview