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Senior Director - Customer Advocacy and Insights

2 weeks, 2 days ago
United States
Full-time
Lead
Product Marketing Manager
Product Management
Google Tag Manager Salesforce
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Zeta Global

Zeta Global

Zeta Global provides an AI-powered marketing cloud that enables enterprises to acquire, grow, and retain customers through precision marketing, leveraging data science, advanced analytics, and machine learning to create optimized customer experiences.

Media
1K-5K
Founded 2007
View All Jobs 72

Description

  • Own the Customer Advisory Board program, including member strategy, recruitment, governance, meeting agendas, facilitation, and executive readouts.
  • Lead the Voice of Customer system by consolidating feedback from CAB, customer calls, support themes, renewals, implementations, and user communities.
  • Support beta and early access programs by gathering structured feedback and informing launch readiness.
  • Drive closed-loop follow-through on customer feedback with Customer Success, Support, Product Ops, and Product Management.
  • Own customer advocacy management across references, online reviews, and customer stories, including recruiting and onboarding advocates and tracking usage.
  • Build the Voice of Customer operating model with Product Operations, including feedback capture, intake workflows, taxonomy, tooling hygiene, and reporting.
  • Align VoC insights with Product Marketing and GTM teams to inform positioning, release communications, and enablement.
  • Own NPS and CSAT survey programs, including design, cadence, governance, and action planning based on results.
  • Lead customer marketing communications tied to VoC, product updates, and advocacy, including emails, newsletters, webinars, and speaker coordination.
  • Plan and execute customer events such as CAB sessions, roundtables, user groups, and conference meetups, and report on VoC trends and outcomes.

Requirements

  • 10+ years of experience in customer programs, customer success, product marketing, or community/engagement roles within B2B SaaS.
  • Demonstrated experience building and running a Customer Advisory Board and a structured Voice of Customer program.
  • Experience leading C-suite programs and engaging senior customer stakeholders and internal leaders.
  • Strong ability to synthesize qualitative and quantitative feedback into themes, opportunities, and recommendations.
  • Experience owning customer survey programs such as NPS or CSAT, including questionnaire design, sampling, analysis, and reporting.
  • Experience with common survey or VoC platforms and BI tools is a plus.
  • Operational rigor with experience defining processes, maintaining a feedback repository, and driving a closed-loop system.
  • Experience with Salesforce, Qualtrics or similar survey tools, Zoom or webinar platforms, and customer gifting or engagement tools such as Sendoso; experience with ZMP is a plus.
  • People leadership experience, including managing FTEs and/or internship programs, hiring, coaching, and performance feedback.
  • Experience planning and running customer-facing events and programs, including agenda design, speaker management, and measuring outcomes.
  • Experience with customer marketing, including emails, newsletters, webinar programming, content planning, segmentation, and performance reporting.
  • Experience managing customer advocacy and reference motions, including customer stories, reference matching, and review generation; advocacy/reference management platforms are a plus.
  • High ownership, bias to action, and the ability to independently set priorities and manage multiple workstreams.
  • Customer-first mindset with the ability to probe for root cause, separate symptoms from needs, and frame tradeoffs for product decision-making.

Benefits

  • Unlimited PTO.
  • Excellent medical, dental, and vision coverage.
  • Employee equity.
  • Employee discounts.
  • Virtual wellness classes.
  • Pet insurance.
  • Salary range of $170,000 to $185,000 depending on location and experience.

Interested in this position?

Apply directly on the company website

Apply Now

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