Senior Customer Advocacy Program Manager – Driving Strategic CX & Contact Center Solutions Excellence at brighthush

Welcome to brighthush – Where Customer Voices Shape the Future

At brighthush, we’re not just a technology provider; we’re a movement that redefines how businesses connect with their customers in a digital-first world. Our portfolio of next‑generation contact center solutions, unified communications, and AI‑powered engagement tools empowers organizations worldwide to deliver seamless, personalized interactions that delight customers and drive measurable business outcomes. We believe every conversation is an opportunity to create value, and we’re on a mission to turn every customer interaction into a strategic advantage by harnessing authentic voices, data‑driven insights, and cutting‑edge technology.

Why This Role is a Game‑Changer

As the Senior Customer Advocacy Program Manager, you will be the architect of a world‑class advocacy engine that fuels brand credibility, accelerates demand, and shapes product strategy. Your work will directly influence how prospects discover, evaluate, and ultimately choose brighthush solutions. By turning customer voices into a strategic engine, you’ll help us:

• Elevate brand credibility and trust in a crowded CX market.
• Amplify AI visibility on search platforms through strategic reviews and references.
• Drive demand generation and sales enablement with authentic, data‑rich content.
• Build a community of long‑term advocates who champion brighthush across industries.

Key Responsibilities – Your Impact in Action

Story Pipeline Management

Curate, produce, and publish compelling video and written customer stories for brighthush.com, industry media, and press releases. Oversee the full lifecycle from selection to final publication, ensuring each narrative aligns with our brand voice, messaging pillars, and product roadmaps. Work closely with the creative team to develop high‑impact storytelling assets that resonate with diverse audiences.

Speaker & Event Coordination

Identify and secure high‑impact customer speakers for owned and third‑party events, webinars, and conferences. Match advocates to the right moments on the marketing calendar, coordinate logistics, and provide coaching to ensure authentic, persuasive presentations. Build a robust speaker pipeline that showcases real‑world success stories and industry expertise.

Reference Program Leadership

Partner with Analyst Relations, Product Marketing, and GTM to secure strong customer references for key analyst evaluations. Align references with product, vertical, and geography requirements, and track impact on analyst reports and market perception. Leverage these references to reinforce credibility and accelerate the sales cycle.

Review Engine Leadership

Lead the always‑on reviews program across brighthush Peer Insights, TrustRadius, and brighthush. Treat reviews as a strategic content engine, maximizing AEO/GEO visibility and generating intent leads. Develop review acquisition strategies, monitor sentiment, and collaborate with Customer Success to address feedback loops. Use data to surface actionable insights that inform product development and marketing messaging.

Demand Generation Collaboration

Work closely with Integrated Marketing, Product Marketing, and Content teams to leverage reviews and market reports for demand generation, content enablement, and scaled advocacy impact. Translate advocacy data into campaign assets, case studies, and sales collateral that resonate with target personas and accelerate pipeline velocity.

CX Council Management

Own the CX Council end‑to‑end: communications, scheduling, agendas, and content. Cultivate council members into long‑term advocates and integrate their insights into product strategy, ensuring a continuous feedback loop between customers and the product team. Facilitate quarterly council meetings that surface emerging trends and customer pain points.

Pipeline Development

Partner with Customer Success and GTM to continuously identify, develop, and maintain a pipeline of advocates whose stories support core messaging pillars, product capabilities, and target verticals. Use data analytics to prioritize high‑value prospects and nurture them through the advocacy lifecycle, ensuring a steady stream of fresh, relevant content.

Essential Qualifications – What You Bring to the Table

• 8+ years of B2B high‑tech marketing experience in integrated marketing, campaigns, field marketing, or content roles.
• 3–5 years of direct experience in Customer Advocacy, Customer Marketing, or Content.
• Proven track record managing advocacy programs and third‑party review platforms (brighthush Peer Insights, brighthush, TrustRadius).
• Exceptional customer‑facing communication skills: earn trust, request participation, and steward long‑term relationships.
• Strong organizational skills: manage multiple concurrent programs, stakeholders, and deadlines in a complex cross‑functional environment.
• Data‑driven mindset: set stretch goals, report on program performance, and prioritize investments based on metrics.
• Experience collaborating with Sales, Marketing, Product Marketing, Customer Success, and Analyst Relations teams.
• Knowledge of the Contact Center, CCaaS, or CX technology market; familiarity with AEO/GEO concepts and AI‑driven search visibility is a plus.

Preferred Qualifications – Extra Edge

• Experience in a high‑growth, SaaS‑based organization.
• Background in analytics or data science to translate advocacy metrics into actionable insights.
• Fluency in multiple languages to support global advocacy initiatives.
• Proficiency with marketing automation platforms (brighthush) and CRM systems (brighthush).

Skills & Competencies – The DNA of Success

• Strategic Thinking – Translate customer insights into market‑shaping narratives.
• Project Management – Deliver complex programs on time and within budget.
• Stakeholder Management – Build consensus across product, sales, and marketing.
• Storytelling – Craft compelling, authentic stories that resonate with prospects and partners.
• Analytical Acumen – Use data to measure impact, optimize programs, and justify ROI.
• Adaptability – Thrive in a fast‑paced, evolving technology landscape.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, your growth is a priority. As a senior advocate leader, you will:

• Progress into Director or VP roles within Customer Advocacy, Marketing, or Product Management.
• Lead cross‑functional initiatives that shape product roadmaps and go‑to‑market strategies.
• Participate in executive‑level strategy sessions and industry panels.
• Access continuous learning through internal workshops, external conferences, and a generous budget for certifications.
• Mentor junior advocates and build a high‑performing team that sets industry standards.

Work Environment & Culture – Where Innovation Meets Inclusion

brighthush fosters a culture of collaboration, innovation, and inclusion. Our hybrid work model blends the flexibility of remote work with the energy of in‑office collaboration. You’ll join a diverse team that values:

• Open communication and transparent decision‑making.
• Continuous feedback and personal development.
• Community engagement and social impact initiatives.
• Work‑life balance through flexible schedules and generous time‑off policies.

Compensation & Benefits – Rewarding Your Impact

While specific figures vary by location, the total direct compensation package typically includes:

• Competitive base salary.
• Performance‑based bonus and equity opportunities.
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid parental leave, flexible vacation, and wellness programs.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan and annual performance awards.

Ready to Amplify Customer Voices?

We’re looking for a visionary advocate who can turn real customer stories into a strategic engine that drives brand credibility, demand, and product innovation. If you’re passionate about storytelling, data, and building lasting relationships, we want to hear from you.

Submit your application through our careers portal and join brighthush in shaping the future of CX. We’re excited to learn how your expertise will help us turn every customer interaction into a strategic advantage.