Senior Customer Advocacy Program Manager – CX & Contact Center Solutions – Leading Global Voice‑Driven Growth, Customer Success, and Strategic Storytelling at brighthush

About brighthush

brighthush is a trailblazer in the customer experience (CX) arena, redefining how enterprises engage with their audiences through AI‑powered contact center solutions. Our platform unifies voice, chat, and omnichannel interactions into a single, intelligent ecosystem that delivers real‑time insights, predictive routing, and hyper‑personalized support. With a mission to empower businesses to create memorable, friction‑less experiences, brighthush has become the go‑to partner for Fortune 500 brands, mid‑market innovators, and emerging startups alike.

At the heart of our success is the belief that the most potent marketing asset is the authentic voice of our customers. We harness that voice through a robust advocacy engine that fuels demand, drives analyst recognition, and amplifies our AI visibility across the industry. As we accelerate our growth trajectory, we’re looking for a visionary Senior Customer Advocacy Program Manager to lead this engine and turn customer stories into measurable market impact.

Why brighthush?

Working at brighthush means joining a high‑velocity, growth‑oriented organization that prizes creativity, data‑driven decision making, and relentless customer focus. Our culture is built on:

• Innovation at Scale: We invest heavily in research, AI, and product development to stay ahead of the curve.
• Collaborative Spirit: Cross‑functional teams—from Product Marketing to Customer Success—work hand‑in‑hand to create compelling customer stories.
• Growth Mindset: Every employee is encouraged to take ownership, experiment, and learn from both successes and setbacks.
• Diversity & Inclusion: We celebrate diverse perspectives and foster an environment where everyone feels heard and empowered.

Role Overview

As the linchpin of our advocacy engine, you will own the end‑to‑end lifecycle of customer advocacy for the brighthush Contact Center portfolio. Your role blends strategic vision with hands‑on execution, ensuring that every customer voice is captured, amplified, and leveraged to drive market differentiation. You will be the storyteller, the strategist, and the relationship steward who turns satisfied customers into brand ambassadors who influence buying decisions across the globe.

Key Responsibilities

• Storytelling & Content Creation: Identify, interview, and produce high‑impact video and written customer stories for brighthush.com, industry media, and press releases. Manage the full production pipeline—from concept to final publication—while maintaining brand consistency.
• Event & Webinar Advocacy: Curate a roster of customer speakers for owned and third‑party events, webinars, and virtual conferences. Match advocates to the right moments on the marketing calendar to maximize engagement and ROI.
• Analyst Relations & Reference Management: Partner with Analyst Relations, Product Marketing, and GTM teams to secure compelling customer references for Gartner, IDC, Forrester, and other key analysts. Align references with product, vertical, and geography requirements to meet evaluation criteria.
• Always‑On Review Program: Lead the continuous review strategy across Gartner Peer Insights, TrustRadius, and G2. Treat reviews as a strategic content engine, optimizing AEO/GEO visibility and surfacing opportunities for intent lead generation, comparison reports, and managed services.
• Cross‑Functional Collaboration: Work closely with Integrated Marketing, Product Marketing, and Content teams to weave customer reviews and market reports into demand generation, content enablement, and sales enablement initiatives.
• CX Council Leadership: Own the CX Council from inception to execution—managing member communications, scheduling, agendas, and content preparation. Partner with the CX Council Executive Sponsor and product leaders to nurture council members into long‑term brand advocates.
• Pipeline Development: Collaborate with Customer Success and GTM to continuously identify, develop, and maintain a pipeline of customer advocates whose stories, references, and participation reinforce core messaging pillars and target verticals.

Essential Qualifications

• 8+ years of B2B high‑tech marketing experience, with a strong background in integrated marketing, campaigns, field marketing, or content.
• 3–5 years of direct experience in Customer Advocacy, Customer Marketing, or Content roles—preferably within a SaaS or CX technology environment.
• Proven track record managing advocacy programs and third‑party review platforms (Gartner Peer Insights, G2, TrustRadius). Demonstrated ability to treat reviews as a strategic, always‑on content engine.
• Exceptional customer‑facing communication skills. Ability to earn trust, request participation with professionalism, and steward long‑term advocate relationships.
• Strong organizational skills with the capacity to juggle multiple concurrent programs, stakeholders, and deadlines across a complex cross‑functional landscape.
• Data‑savvy mindset: comfortable with metrics, target setting, performance reporting, and using data to prioritize advocacy investments.
• Experience collaborating with Sales, Marketing, Product Marketing, Customer Success, and Analyst Relations teams. Deep understanding of the B2B technology buyer journey and the role of customer evidence in purchase decisions.
• Knowledge of the Contact Center, CCaaS, or CX technology market is a plus. Familiarity with AEO/GEO concepts and AI‑driven search visibility is highly desirable.

Preferred Qualifications

• Experience in a high‑growth, SaaS‑based organization where advocacy played a pivotal role in scaling demand.
• Background in video production or multimedia storytelling.
• Proficiency with marketing automation platforms (e.g., HubSpot, Marketo) and CRM systems (e.g., Salesforce).
• Experience managing a budget and optimizing spend across advocacy initiatives.
• Multilingual capabilities to engage a global customer base.

Skills & Competencies

• Strategic Thinking: Ability to translate business objectives into actionable advocacy plans.
• Project Management: Proven ability to deliver projects on time and within scope.
• Storytelling: Craft compelling narratives that resonate with diverse audiences.
• Relationship Building: Build trust with customers, internal stakeholders, and external partners.
• Analytical Acumen: Use data to measure impact, iterate, and scale programs.
• Adaptability: Thrive in a fast‑moving environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by the impact you create. As the Customer Advocacy Program Manager, you’ll:

• Lead cross‑functional initiatives that influence product roadmap and go‑to‑market strategy.
• Develop expertise in AI‑driven marketing, analytics, and customer experience.
• Build a portfolio of high‑visibility projects that showcase your leadership and strategic thinking.
• Mentor junior team members and contribute to the growth of the broader Customer Advocacy function.
• Position yourself for future roles such as Director of Customer Advocacy, VP of Marketing, or Chief Customer Officer.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the collaboration of in‑office hubs. You’ll enjoy:

• Flexible work hours and the option to work from anywhere.
• Regular virtual town halls, hackathons, and cross‑team knowledge‑sharing sessions.
• Access to cutting‑edge tools and platforms that empower you to innovate.
• A supportive environment that encourages experimentation, learning, and personal growth.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary range: $97,600 – $225,700 (commensurate with experience).
• Performance‑based bonus and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget, conference attendance, and continuous learning resources.
• Employee wellness programs, including mental health support and fitness stipends.

How to Apply

Ready to amplify the voice of our customers and shape the future of customer experience? Submit your application through our careers portal. We’re excited to learn how your expertise can help brighthush continue to lead the industry.

Our Commitment to Inclusive Hiring

At brighthush, we are committed to fair hiring practices and equal opportunity. If you require accommodations during the hiring process, please let us know. We’ll work with you to ensure a smooth and respectful experience.

Thank you for considering a career with brighthush. We look forward to exploring how your passion for customer advocacy can drive our next wave of growth.