Glia · 2 months ago
Senior Customer Marketing & Community Manager
United States
Full-time
Remote
Mid, Senior Level
3+ years expGlia is an award-winning technology company that powers customer conversations for large enterprises. They are seeking a Senior Customer Marketing & Community Manager to build and scale programs that highlight customer stories and enhance community engagement, aiming to connect people and support revenue growth.
Customer ServiceInformation TechnologyInsurTechSoftware
Responsibilities
Build and manage the customer story pipeline—case studies, videos, webinars, event speakers, analyst references, success articles
Identify, recruit, and interview customers; prepare them for thought leadership, speaking, co-marketing, and media opportunities
Ensure every story is aligned to strategic GTM priorities (industry, product line, competitive replacement, ROI proof)
Manage approvals, legal compliance, brand guidelines, and content distribution across marketing and sales channels
Own the end-to-end reference process—intake, matching, briefing customers, staffing sales reference calls
Maintain an accurate, searchable customer proof library with coverage by product, persona, segment, and industry
Track influence of references on pipeline, win rates, and revenue acceleration
Partner with Sales Enablement to embed customer proof into pitch decks, RFPs, analyst briefings, competitive takeouts
Define and own the community roadmap, value proposition, and multi-phase growth strategy—from early activation to scaled engagement
Establish the purpose, voice, success metrics, and role of the community in product adoption, retention, and advocacy
Align community goals to broader GTM objectives: onboarding, feature adoption, peer-to-peer education, customer-led growth
Develop and enforce community moderation policies, content standards, and escalation paths
Present trends, member insights, and strategic recommendations to executive leadership and influence investment decisions
Define and report KPIs across advocacy and community: member growth, engagement rate, time-to-answer, reference utilization, pipeline impact
Present quarterly performance and strategic recommendations to Product Marketing, Sales, and Executive teams
Forecast staffing, vendor support, and technology investments required to scale community and advocacy programs
Own configuration of Higher Logic/Vanilla and SlapFive platforms: access permissions, tagging, groups, badging logic, advocacy workflows
Administer roles, onboarding flows, community taxonomy, and member journeys
Liaise with platform vendors, manage support tickets, upgrades, beta features, and roadmap alignment
Design customer advocacy journeys—from engaged community member to referenceable champion, speaker, or advisory board voice
Manage SlapFive campaigns, challenges, reward logic, badges, customer tiers, and point systems
Align gamification efforts to product launches, peer reviews (G2, Gartner), referrals, roadmap validation, and feedback loops
Integrate community advocates into case studies, sales references, thought leadership, and events
Qualification
Required
3-5+ years of experience in Customer Marketing, Customer Advocacy, Product Marketing, or Community Management within a B2B SaaS or technology environment
Proven success leading customer storytelling and advocacy programs (e.g., case studies, references, events, advocacy participation)
Experience running a customer reference process that supports Sales cycles (matching references, prepping customers, tracking win/loss impact)
Demonstrated ability to interview customers and distill insights into compelling narratives for multiple formats (web, sales assets, video scripts, conferences)
Hands-on experience with a customer community platform (Influitive, Higher Logic, Vanilla, Gainsight Community, Salesforce Experience Cloud, etc.)
Experience with customer advocacy / reference management platforms, ideally SlapFive, or comparable systems (Influitive, Base, RO Innovation, etc.)
Strong cross-functional leadership skills; proven ability to influence Sales, Customer Success, and Product Marketing stakeholders without direct authority
Comfort navigating legal, brand, and approval workflows for customer-facing content
Strong strategic thinking and prioritization skills—able to build programs and frameworks, not just execute tasks
Exceptional written and verbal communication skills, with the ability to present to executive-level internal and external audiences
Demonstrated project and program management skills: managing timelines, dependencies, agencies/vendors, and multiple initiatives simultaneously
Preferred
Experience launching or scaling a customer community from early activation to mature engagement
Familiarity with sales cycles, especially where customer proof is critical to competitive deals
Prior experience supporting customer speakers at events (user conferences, panels, webinars)
Understanding of G2, Gartner Peer Insights, and other review-generation ecosystems
Fluency with Salesforce, Highspot, Asana, or similar GTM and workflow tools
Background in financial services, fintech, CX platforms, or related AI software categories
Experience managing writers, video producers, agencies, or freelance storytellers
Ability to travel occasionally for customer interviews, filming, customer events, or speaking opportunities
Company
Glia
Glia is the leader and pioneer of Unified Interaction Management—redefining how companies interact with their customers.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$152.03MKey Investors
Insight PartnersTola Capital
2022-03-21Series D· $45M
2021-01-07Series C· $78M
2019-03-13Series B· $20M
Leadership Team
Daniel Michaeli
CEO and Co-Founder
Carlos Paniagua
CTO & Co-Founder
Recent News
2026-01-07
2025-10-13
FX News Group
2025-10-10
Company data provided by crunchbase