Senior Customer Advocacy Program Manager – Building Trust & Growth Systems at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers developers and enterprises to build resilient, scalable, and secure solutions. With a focus on open‑source innovation and cloud‑native architecture, brighthush delivers mission‑critical services that power the digital backbone of modern businesses. Our culture is rooted in transparency, curiosity, and a relentless pursuit of excellence. We believe that the most powerful growth comes from authentic customer stories, and we are building the systems that turn those stories into scalable advocacy.

Why This Role Matters

In the fast‑moving world of cloud infrastructure, the voice of the customer is the most valuable asset. Yet many organizations struggle to capture, nurture, and leverage that voice at scale. As the first hire on brighthush’s Customer Advocacy team, you will be the architect of a new, end‑to‑end advocacy ecosystem that turns trust into measurable business impact. Your work will directly influence sales velocity, product development, marketing effectiveness, and public perception.

Key Responsibilities

1. Design & Operate the Advocacy & Reference System

• Trusted Point of Contact: Become the go‑to person for advocates and sales teams. Maintain a deep understanding of each advocate’s story, relationship owner, comfort level, and readiness for different advocacy opportunities.
• Reference Program Management: Define the end‑to‑end process for requesting, matching, tracking, preparing, and thanking references. Ensure that sales can quickly secure the right customer for a prospect while protecting the advocate’s experience.
• Advocate Pipeline: Identify champions across Sales, Technical Services, DevRel, Product, and community groups. Keep a living record of who they are, what they’ve contributed, and how healthy the relationship is.
• Intake & Consent Model: Partner with the Director to create a clear intake, prioritization, approval, and permission workflow. Work closely with Legal and account teams to eliminate last‑minute roadblocks.

2. Build a Unified Evidence & Storytelling Engine

• Audit & Consolidate: Review scattered stories, quotes, use cases, and proof points across Notion, Drive, Slack, and individual relationships. Decide what is current, what is legacy, and what should be retired.
• Trusted Source of Truth: Establish a single, version‑controlled repository with clear ownership, permissions, and last‑validated dates.
• Cross‑Functional Activation: Work with Product Marketing, Content, Creative, and PR to determine the optimal format and timing for each advocate’s contribution—whether it’s a launch quote, case study, technical deep dive, video, or keynote narrative.
• Story Integrity: Ensure that every story retains the advocate’s voice and technical truth, while aligning with brighthush’s brand messaging.

3. Bridge Developer & Customer Advocacy

• Collaborate with DevRel and community leaders (including Constellation and DevDays) to elevate engaged developers into senior engineering champions who can advocate for brighthush at the highest levels.
• Maintain the developer as the hero of the story, ensuring that technical depth and authenticity are never compromised.

4. Measure Impact & Drive Continuous Improvement

• Reporting & Analytics: Track references, stories, and evidence against pipeline, revenue, retention, and expansion metrics. Provide regular leadership dashboards.
• Health & Readiness Metrics: Monitor advocate health, reference readiness, field usage, and story range to inform strategy adjustments.
• Feedback Loop: Create a simple loop that feeds insights from advocates back to Product, PMM, Sales, and leadership.

5. Leverage AI for Scale

• Build or partner with teams to develop agents that match references to prospects, surface untapped advocates, and accelerate story drafting—always with human oversight for customer‑facing output.

Essential Qualifications

• Builder’s Track Record: 7+ years in customer advocacy, customer marketing, product marketing, or related program management. Proven experience creating a program from scratch.
• Reference Program Expertise: Demonstrated success in building or running a reference program that balances sales enablement with customer relationship protection.
• Story & Operations Duality: Ability to craft compelling, metrics‑backed customer stories and manage the underlying tracker, process, and project plan.
• Evidence & Enablement: Experience building and maintaining a customer evidence library that drives real adoption by GTM teams.
• Data & Systems Fluency: Comfortable with Salesforce, reporting tools, and showing advocacy’s influence on pipeline and revenue.
• Cross‑Functional Influence: Proven ability to deliver results across Sales, Marketing, Product, PR, Content, and community teams without direct authority.
• Applied AI: Experience using AI and automation to scale advocacy work, including building or shipping agents or workflows that save time for other teams.
• Curiosity About Technology: Willingness to learn how durable execution works and why developers and enterprises care, enabling you to recognize and articulate strong brighthush stories.

Preferred Qualifications (Nice to Have)

• Experience with a developer, infrastructure, security, or other deeply technical product and audience.
• Experience running or supporting a Customer Advisory Board, champions program, or executive advisory group.
• Experience with Gong or other conversation intelligence, and with advocacy or reference platforms.
• Experience partnering with PR on press, analyst, and speaking programs, or running an awards program.
• PMP, Six Sigma, or similar program management credential.

Skills & Competencies

• Strategic thinking and execution with a bias for action.
• Exceptional written and verbal communication, with the ability to translate complex technical concepts into compelling narratives.
• Strong project management skills, including stakeholder alignment, timeline management, and risk mitigation.
• Data‑driven mindset: comfortable with metrics, dashboards, and deriving insights from data.
• Collaboration and influence across cross‑functional teams.
• Adaptability to a fast‑paced, remote‑first environment.
• Passion for technology and a deep respect for authentic customer voices.

Career Growth & Learning Opportunities

At brighthush, you’ll be part of a high‑impact team that shapes the future of customer advocacy. You’ll have the chance to:

• Lead the design of a brand‑new advocacy system from the ground up.
• Collaborate with senior leaders across Sales, Product, Marketing, and Engineering.
• Drive cross‑functional initiatives that influence product roadmap and go‑to‑market strategy.
• Mentor junior team members and build a high‑performing advocacy squad.
• Participate in industry conferences, speaking engagements, and community events.
• Continuously learn about emerging AI tools, data analytics, and customer experience best practices.

Work Environment & Culture

brighthush is a remote‑first, engineering‑led company that values transparency, curiosity, and a collaborative spirit. Our culture is:

• Developer‑Obsessed: We build with the Apply for this job