Manager, Customer Marketing & Advocacy

BuildOps; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a passionate Customer Advocacy Manager to enhance brand reputation and drive customer engagement. In this dynamic role, you will lead initiatives that spotlight customer successes and implement lifecycle marketing strategies to boost product adoption. Collaborating with cross-functional teams, you'll create compelling success stories and coordinate events that showcase customer achievements. If you thrive in a fast-paced environment and have a knack for turning feedback into actionable insights, this is your chance to make a significant impact in a growing organization that values your contributions.

Benefits

Competitive salary + bonus

Generous equity grant

Comprehensive benefits package

Flexible paid time off

Work from Home Stipend

Company events like BBQs

Lunch provided for in-office days

Qualifications

• 3-5 years of experience in online reputation management or customer marketing.
• Strong writing and interpersonal skills to turn detractors into advocates.

Responsibilities

• Drive initiatives to collect and publish testimonials across key platforms.
• Implement engagement programs using emails, webinars, and in-app messaging.

Skills

Online Reputation Management

Customer Marketing

Social Listening Tools

Sentiment Analysis Software

Excellent Communication

Data-Driven Reporting

Tools

Sprout Social

Brandwatch

Trustpilot

Job description

This role champions the voice of the customer throughout their journey with BuildOps—before go-live and beyond. You will develop programs to spotlight customer successes, scale advocacy, and increase product adoption through lifecycle-based campaigns and strategic communication.

What You'll Do:

Customer Advocacy & Storytelling

• Review Campaigns: Drive initiatives to collect and publish testimonials across key platforms (e.g., G2, Capterra).
• Advocacy Programs: Create tiered programs (e.g., referral, beta testers, ambassador networks) to mobilize champions.
• Social Amplification: Work with content team to highlight customer achievements and moments of delight.
• Success Stories: Lead case study creation in partnership with Sales and CS (both written and video).

Customer Lifecycle Marketing

• Welcome & Prep Communications: Develop onboarding comms, checklists, and email journeys to align customer expectations.
• Go-Live Readiness: Collaborate with CS/Implementation teams to prepare customers for key milestones.
• Adoption & Retention Campaigns: Implement engagement programs using emails, webinars, and in-app messaging to drive usage.
• Feedback Loops: Gather feedback from early lifecycle stages and iterate on process with key stakeholders.

Customer Event Support

• Event Support: Drive customer participation in BuildOps-hosted events, panels, and webinars.
• Coordinate logistics and planning efforts for Forge, BuildOps' annual customer conference.
• Collaborate with cross-functional teams to support customer outreach, invitations, and follow-ups.
• Assist in developing conference content featuring customer success stories and product education.
• Support on-site logistics, customer experience coordination, and post-event engagement strategies.

Who You Are:

• You are obsessed with brand reputation and thrive in a fast-paced environment where you can make a direct impact.
• You have 3-5 years of experience in online reputation management, customer marketing, or a related field.
• You have experience using review platforms, social listening tools, and sentiment analysis software (e.g., Sprout Social, Brandwatch, Trustpilot, etc.).
• You are an excellent communicator with strong writing and interpersonal skills—you know how to defuse a situation and turn detractors into advocates.
• You’re data-driven and can report on trends, customer sentiment, and performance metrics to inform strategy.
• Bonus points if you have experience in B2B SaaS or construction tech industries.
• Must be able to work in office three days a week on a hybrid schedule in Los Angeles, Toronto, or Raleigh.

What We Offer:

• Competitive salary + bonus.
• Generous equity grant, become an owner in our company!
• A comprehensive benefits package.
• Flexible paid time off.
• Work from Home Stipend.
• Hubs in Los Angeles, Toronto, and Raleigh with hybrid work schedules with lunch provided for in-office days.
• Company events like BBQs and team-building activities, both in-person and virtual.
• Talented and motivated team members who care deeply about one another (seriously, everyone is rooting for your success!).
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers.