Senior Customer Advocacy Manager

Summary

Join Abnormal AI's Customer Advocacy team as a Senior Customer Advocacy Manager, Customer Evidence and play a key role in showcasing customer success stories to strengthen the company's brand and drive revenue. Lead the development of compelling case studies and videos, manage the full lifecycle of customer evidence, and partner with various internal teams. This role requires strong storytelling skills, project management expertise, and cross-functional collaboration. You will identify and engage with key customer advocates, ensuring that their stories are effectively used across marketing and sales channels. The position demands a strategic mindset, attention to detail, and experience in content distribution. This is an individual contributor role working closely with the Customer Advocacy Team.

Requirements

• 8+ years of experience in customer marketing, advocacy, content marketing, or a related role within B2B SaaS, with a strong track record of creating customer-facing content that drives business impact
• Skilled storyteller with proven ability to craft compelling customer narratives that showcase business outcomes, technical value, and align to broader marketing goals
• Exceptional project management and multitasking skills, with experience owning content development from concept to launch in fast-paced environments
• Strong cross-functional collaborator who has successfully partnered with Sales, Customer Success, and Creative teams to source, create, and promote customer stories
• Excellent communicator, both written and verbal, with hands-on experience interviewing customers and writing high-quality, external-facing content
• Strategic mindset with attention to detail, and experience driving content distribution and amplification strategies across digital and campaign channels

Responsibilities

• Lead the development of written customer case studies and customer videos that demonstrate tangible business outcomes and product differentiation
• Manage the full lifecycle of customer evidence, from sourcing and interviewing customers, to coordinating creative development, approvals, and promotion
• Drive the customer evidence roadmap, with a particular focus on high-impact “Big Brand” logos and industry leaders
• Fulfill inbound reference requests from internal teams (e.g., Marketing, PR, Events) by securing speakers, quotes, and story placements that align with brand goals
• Integrate AI-powered tools (e.g., Synthesia, ChatGPT) to scale storytelling and create differentiated, modern formats for customer content
• Partner with Sales and Customer Success to identify strong customer advocates and unlock new reference opportunities
• Ensure customer evidence is discoverable and actively used by GTM teams to drive engagement and credibility
• Track program performance and measure the impact of customer stories on pipeline and brand awareness

Preferred Qualifications

• Experience using AI-powered storytelling tools such as Synthesia or ChatGPT to enhance and scale customer content production
• Familiarity with customer reference management platforms (e.g. Base, SlapFive) and how they support referenceability and content workflows
• Background in cybersecurity or enterprise IT, with an understanding of technical buyer personas and industry-specific sensitivities
• Experience working with enterprise-level customers, including navigating complex legal, brand, and compliance approvals for public-facing content
• Global perspective with experience managing customer evidence programs across multiple regions and tailoring stories to localized audiences

Benefits

• Bonus
• Restricted stock units (RSUs)
• Benefits