Customer Advocacy Manager

About the role:

Support Forter’s Customer Advocacy & Engagement function—own production and operations to grow our community, activate advocates, and fulfill Go-To-Market (GTM) requests that drive referral‑based pipeline. This role reports to the Senior Director, Customer Advocacy & Engagement.

The opportunity

Have a passion for working with customers to help build their networks and tell their story? Figured out how to do this AND help your company win too?

Great, then you might be the perfect candidate to take Forter’s advocacy engine to the next level!

You’ll be the operational mastermind behind our advocacy programs—building the infrastructure for organic community growth, coordinating references and speakers without overusing advocates, and partnering across Marketing and Sales to deliver the right customer participation at the right time.

What you’ll be doing:

• Expand the capabilities of our existing Friends of Forter community enabling our members to grow their networks and be rewarded for new business referrals—build invite/referral flows, value‑exchange touchpoints, and program templates leveraging Connect The Dots (CTD) and Base (and adjacent tools) as appropriate.
• Serve as the CTD admin—own day‑to‑day operations, workflows, documentation, member list hygiene, and programmatic asks integrating with our Friends of Forter community and customer communications; escalate senior, 1:1 “asks” to leaders and exec sponsors.
• Track and protect advocate utilization—leveraging AI, build and maintain a centralized view of acts of advocacy, rights/MSA status, frequency caps, and coverage vs. needs; manage an intake queue and SLAs for requests (Sales, CS, Product, PR/Comms, Events) to avoid overuse and reduce cycle time.
• Be a go‑to partner for GTM activations—work with Demand Gen, Events, PR/Comms, and Sales to fill customer requests to support key campaigns. The types of requests may include advocate activations for in‑person events, virtual events, content, media/AR, and speaking; coordinate briefs, logistics, and approvals, and report outcomes.
• Execute Friends of Forter (FoF) integration into the broader IMPACT community—membership workflows, content and programming calendars, comms, and basic engagement ops; track activation and retention.
• Support evidence production—coordinate quotes, light copy drafts, video logistics, social proof, and asset/approval tracking mapped to ICP/use case/region
• Own reporting cadences—publish weekly dashboards on community growth and activation, intake volume, request fill rates and cycle time, advocate utilization health (no overuse), and sourced/influenced referral pipeline in partnership with RevOps.
• Tools you’ll use—Base, Salesforce, CTD, Google Workspace, Asana/Jira, and BI (e.g., Looker/Tableau) for dashboards and intake workflows.

What you’ll need:

• 3–5 years in B2B SaaS customer marketing, advocacy, or community operations with hands‑on execution (program ops, request intake, speaker/reference coordination, event/content logistics).
• Operational rigor—lifecycle/process design, documentation, SLAs, and stakeholder follow‑through.
• Systems proficiency—SFDC reporting and hygiene, advocacy platforms (e.g., Base), project management, and dashboards; comfortable building simple reports and maintaining data quality.
• Strong coordination and communication—concise briefs, clear customer communications, excellent follow‑through with the Go-To-Market (GTM) organization as well as the product team

About us:

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve.  Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact. 

Trust is backed by data –  Forter is a recipient of over 10 workplace and innovation awards, including: 

• Great Place to Work Certification (2021, 2022, 2023)
• Fortune’s Best Workplaces in NYC (2022, 2023 and 2024)
• Forbes Cloud 100 (2021, 2022, 2023 and 2024)
• #3 on Fast Company’s list of “Most Innovative Finance Companies” (2022)
• Anti-Fraud Solution of the Year at the Payments Awards (2024)
• SAP Pinnacle Awards “New Partner Application Award” (2023) 
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Life as a Forterian:

We are a team of over 500 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Nordstrom, Priceline, Instacart and ASOS can block fraud, drive revenue and improve customer experience.

At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.

Benefits:

• Competitive salary 
• Restricted Stock Units (RSUs)
• Matching 401K Plan 
• Comprehensive and generous health insurance, including vision and dental coverage
• Home office allowance 
• Generous PTO policy 
• Half day Fridays

At Forter, we embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development, strengthens our culture, and builds the relationships that help teams thrive.

*Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes.

Salary Range: $79,000 - $102,000 annually + bonus + equity + benefits
The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.

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