客户倡导经理
Customer Advocacy Manager
#### 关于Packback
Packback是一个由人工智能驱动的学习平台，全国有2000到3000名教授使用该平台来提升学生的参与度和批判性思维能力。我们的教授不仅使用Packback——他们中的许多人喜欢它、谈论它，并向同行推荐它。我们正在寻找一位能够将这种热情转化为结构化、可扩展增长引擎的人。
#### 职位描述
这是一个新设立的职位，具有明确的商业目标：负责教授倡导者社区，并将其转变为潜在客户来源、证明材料和品牌可信度的来源。你将从零开始构建这个项目——识别我们的最佳倡导者，赋予他们身份认同和归属感，并在推荐、案例研究、思想领导力和社交媒体内容中激活他们。
你将处于市场部和客户成功部的交汇点，向市场部高级总监汇报，并与销售团队紧密合作，制定可扩展的项目，以加深客户参与度，提升客户声音，并支持长期的客户增长和留存。
这个职位拥有真正的自主权，可以从零开始建立倡导体系。由于你加入的是一个精简的团队，你还将有机会参与更广泛的市场执行工作，如网络研讨会和发布活动。
#### 你将负责的内容
**客户倡导 + 社区**
- 设计并启动一个命名的教授倡导者计划，以识别、接触和激活客户冠军
- 构建分组的倡导者池，反映教授们如何与Packback互动——作为个人采用者或作为更广泛机构关系的一部分，并为每种情况提供定制化的接触方式
- 维护包含接触历史、内容同意和推荐状态的倡导者数据库
- 管理与倡导者社区的持续沟通（新闻通讯、亮点展示、独家预览、感谢活动）
- 协助规划和管理客户咨询委员会项目和其他以客户为中心的活动，包括招募、沟通、会议和后续活动。
**案例研究与客户证据**
- 主导客户案例研究、客户评价、视频访谈、客户生成内容和幻灯片及提案中的引用语的创作
- 负责案例研究的全流程——识别、联系、访谈、制作、审批和分发计划
- 推动评论生成和在线声誉建设，以增强品牌可信度，并监控和回应评论，使用反馈机制
查看英文原文
#### About Packback
Packback is an AI-powered learning platform used by 2,000–3,000 professors across the country to drive deeper student engagement and critical thinking. Our professors don't just use Packback — many of them love it, talk about it, and champion it to their peers. We're looking for someone to turn that energy into a structured, scalable growth engine.
#### The Role
This is a newly created role with a clear commercial mandate: own the professor advocate community and turn it into a source of pipeline, proof, and brand credibility. You'll build the program from the ground up — identifying our best advocates, giving them identity and belonging, and activating them across referrals, case studies, thought leadership, and social content.
You'll sit at the intersection of Marketing and Customer Success, reporting to the Sr. Director of Marketing, and will collaborate closely with Sales to build scalable programs that deepen customer engagement, elevate customer voices, and support long-term customer growth and retention.
This role comes with real autonomy to build advocacy from scratch, and because you're joining a lean team, you'll also have visibility into and occasional hands-on involvement in broader marketing execution like webinars and launches.
#### What You'll Own
**Customer Advocacy + Community**
- Design and launch a named professor advocate program to identify, engage, and activate customer champions
- Build segmented advocate pools reflecting how professors engage with Packback — as individual adopters or as part of a broader institutional relationship — with tailored engagement for each
- Maintain an advocate database with engagement history, content consent, and referral status
- Manage ongoing communication with the advocate community (newsletters, spotlights, exclusive previews, appreciation initiatives)
- Assist in planning and management of Customer Advisory Board programs and other customer-focused events, including recruitment, communications, meetings, and follow-up activities.
**Case Studies & Customer Evidence**
- Oversee creation of customer case studies, testimonials, video interviews, customer-generated content, and pull quotes for decks and proposals
- Own the end-to-end case study pipeline — identification, outreach, interview, production, approval, and distribution planning
- Drive review generation and online reputation initiatives to enhance brand credibility, and monitor and respond to reviews, using feedback to improve advocate experience
**Referrals & Sales Enablement**
- Develop a structured referral program that converts professor goodwill into warm introductions for the sales team
- Build a library of approved references, peer testimonials, and name-drop lists for sales cycles
- Ensure Sales has the right professor reference, case study, or peer testimonial ready at the specific stage of the deal where it removes friction
- Package customer outcomes into assets that speed up sales cycles and support retention
**Thought Leadership & Social Activation**
- Identify professors willing to speak at ed-tech conferences, contribute to webinars, or write guest content
- Activate advocates on LinkedIn and other channels — co-creating content, sharing wins, and amplifying Packback's brand
- Build a speaker roster for events and panel opportunities
**Customer Engagement**
- Partner with cross-functional stakeholders to drive customer engagement, product awareness, and adoption programs
- Lead customer communications that reinforce product value including webinars, newsletters, and educational content
- Gather and communicate customer insights to inform marketing, product, and customer experience strategies
- Identify opportunities to improve customer satisfaction, loyalty, and retention
#### How Success Is Measured
- Advocate count and tier distribution
- Referral volume and conversion rate
- Case study pipeline and production velocity
- Influenced closed-won revenue
- Review volume and score
- Social share metrics
- Reported monthly to leadership as commercial outcomes attributed to advocacy
**Required**
- 4+ years of experience in customer marketing, customer advocacy, or community programs in a B2B SaaS environment
- Demonstrated track record of building advocacy programs that produced measurable commercial outcomes (pipeline, referrals, case studies)
- Exceptional relationship-building skills - professors are busy, skeptical of "marketing," and respond to genuine connection over transactional asks
- Strong storytelling instincts to turn a customer outcome into a compelling narrative, guide its development, and ensure it lands with the right audience
- High ownership and comfortable with sales-adjacent metrics to work successfully hand-in-hand with a revenue team
- Analytical mindset with ability to track performance and derive actionable insights.
- Highly organized with the ability to manage a large portfolio of relationships and concurrent projects
**Nice to Have**
- Experience in edtech or selling to academic institutions
- Familiarity with advocacy platforms (e.g., Orca, Influitive, ReferenceEdge)
- Experience with LinkedIn content strategy and thought leadership programs
- Background in community management or event production
- Experience leveraging AI tools as a force multiplier
#### Additional Information:
**Sponsorship:** Applicants must be authorized to work for any employer in the U.S without the need for sponsorship. Packback does not offer visa sponsorship for this role.
**Location**: Currently we are only able to hire from these states: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IA, IL, IN, KY, MA, MD, MI, NJ, NC, NY, OH, PA, RI, SC, TX, VA, WA, WI
**Salary:** Base salary range of $85,000–$100,000 with an annual bonus target of 10%
#### Why work at Packback?
Build a meaningful career while building the future of education as a part of a company culture that fosters the growth, safety, and creativity of its employees.
**Intentional Culture**
Packback knows that the single most important part of any company is its people. We take building and maintaining a conscious and intentional culture of open communication, curiosity, and leadership extremely seriously. We collectively commit to make Packback a safe environment where people can focus on doing great work instead of dealing with drama.
**Career Development**
Packback’s career development paths present a unique balance between clarity and guidance around defined paths, and room for our team to create their own path. Each team has its own career development tracks with support and training, and still allow for customization of these paths to create a role where a team member’s full passions and abilities are put to use!
**Thoughtful Benefits**
- 12 weeks of paid leave for welcoming new children
- Multiple Health and Welfare Benefit Options (Medical, Dental, Vision)
- 401k plan (with employer matching)
- Flexible + Remote Work Opportunities
- Unlimited Paid Time Off (PTO)
- Employer Assistance Program (EAP)
- Calm and DoorDash subscriptions