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Customer Advocacy Manager

Hybrid - San Francisco Bay Area

About the Job:

LaunchDarkly is looking for a Customer Advocacy Manager who will support day to day marketing and sales customer advocacy requests. This role will be focused on developing customer advocates for public and private facing activities. This position will be driving revenue growth through the creation of compelling customer references and evidence materials, build brand awareness, and deepen relationships with existing and prospective customers.

This role is highly visible and cross-functional, requiring regular communication with LaunchDarkly’s corporate marketing, product marketing, customer success managers, leadership, account executives and business development.  This individual will also need to manage timely deliverables with strong communication and cross-functional partnering skills.  They must be team oriented and have a ‘can do’ attitude and be comfortable working in a fast paced, team-oriented environment. Successful candidates will have experience in building customer reference programs and will have a passion for identifying key customers that can serve as a marketing channel through case studies, blog posts, speaking opportunities, and more. You will enjoy this role if you like working with fast-paced teams, leading cross-functionally, and having autonomy to drive your initiatives. You will be a part of our global Customer Lifecycle Marketing team. 

Responsibilities:

  • Collaborate with product teams, customer success teams, and customers to gather information for creating compelling and interactive case studies.
  • Create programs and opportunities that put Enterprise logos and advocates in the spotlight.
  • Collaborate with the Marketing team, leveraging shared narratives and content to support education, product releases and community events.
  • Integrate customer advocacy and case study content into various marketing campaigns, including email marketing, webinars, and product launches.
  • Develop and execute advocacy campaigns, including case studies, testimonials, advisory boards, and success stories to showcase how our products and services have positively impacted our customers.
  • Build and maintain strong relationships with customers, understanding their needs and success stories. Act as the main point of contact for customer advocates.
  • Track and report on the impact of the customer advocacy program, including advocacy-driven revenue growth and improvements in customer satisfaction.
  • Partner with the Community team to promote customer content in community and user groups.
  • Project manage customer reference requests focused on various account sizes and plan types.
  • Work closely with our Sales and Customer Success teams to identify customer references to speak with prospects.
  • Liaise with customers, customer success team, and content team to develop content.
  • Strategize and execute GTM plans to increase user engagement and paid conversions across customer onboarding and life-cycle journeys.
  • Build and manage programs including a Champion Program, cultivating a network of influential advocates passionate about integrating LaunchDarkly in their organizations. 
  • Coordinate customer interviews to gain a deeper understanding of their LaunchDarkly use case.
  • Lead the formulation and ongoing tracking of customer advocacy programs, with the ability to run multiple programs at one time.

Qualifications:

  • 5-6 years of program/project management experience
  • Proven experience in customer advocacy or customer success roles in a SaaS company.
  • Excellent storytelling abilities and the capacity to translate technical information into engaging narratives.
  • Comfortable with written and verbal communication skills (both internally, externally).
  • Excellent collaboration skills, self-motivated and willing to take initiative
  • Strong attention to details
  • Ability to multitask, prioritize and problem solve
  • Real passion for building customer advocates and developing customer experiences
  • Proven track record of successfully handling stakeholder relationships at all levels
  • Listening and persuasion skills

About LaunchDarkly:

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations. 

The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:

  • Improving the velocity and stability of software releases, without the fear of end customer outages
  • Delivering targeted experiences by easily personalizing features to customer cohorts
  • Maximizing the business impact of every feature through the ability to experiment and optimize
  • Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
  • Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at hr@launchdarkly.com. 

One of our company values is 'Widen the Circle'. Which means we seek out diversity of perspectives to get better results. We understand everyone has their own unique talents and experiences. We encourage you to apply to this role even if you don’t think you meet 100% of the qualifications outlined above. We can find out together if it's the right match for your skillset.

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Fill out this accommodations request form and someone from our People Operations team will contact you for assistance. 

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