Senior Customer Marketing, Community Manager

November 7

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Glia

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AI • B2B • Fintech

Glia is an AI-driven customer interaction platform designed to enhance and automate contact center operations. It provides solutions that unify voice and digital interactions, enabling organizations to offer seamless and efficient customer service. By leveraging advanced AI technology, Glia helps businesses reduce wait times, improve customer satisfaction, and optimize agent workflows across various industries, including banking, insurance, and healthcare.

201 - 500 employees

Founded 2012

🤝 B2B

💳 Fintech

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Glia is an equal-opportunity employer. • The Glia Talent Acquisition team uses glia.com and gliatalent.com mailboxes for coordinating interviews and providing updates. • Our hiring process involves an introduction, practical and team interviews, and a decision and offer.