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Salary: USD 97,600 - 225,700 / annual
As Customer Advocacy Program Manager for Zoom Contact Center, you will own the end-to-end customer advocacy lifecycle for Zoom's CX product line. You'll turn customer voices into a strategic engine that drives market proof, AI visibility, and competitive differentiation.
You will work closely with Product Marketing, GTM, and Customer Success teams to build and manage a pipeline of customer stories, secure references for analyst evaluations, lead the always-on reviews program across Gartner Peer Insights, TrustRadius, and G2, and steward the CX Council as a vehicle for deepening long-term advocate relationships. This role sits at the intersection of strategy and execution, requiring comfort with both shaping the advocacy roadmap for a high-growth product line and executing tactical initiatives.
Key responsibilities include:
- Own and execute a pipeline of Zoom Contact Center customer stories in video and written formats for Zoom.com, media, and press opportunities, managing the full lifecycle from customer identification through publication.
- Identify and place customer speakers for CX-related owned and third-party events and webinars, matching advocates to moments across the marketing calendar.
- Partner with Analyst Relations, Product Marketing, and GTM to identify and secure customer references for key analyst evaluations including Gartner, IDC, and Forrester, aligned to evaluation-specific product, vertical, and geography requirements.
- Lead the always-on Zoom Contact Center reviews program across Gartner Peer Insights, TrustRadius, and G2, treating reviews as a strategic content engine and maximizing AEO/GEO visibility.
- Collaborate with Integrated Marketing, Product Marketing, and Content teams to leverage customer reviews and market reports for demand generation and scaled advocacy impact.
- Lead the CX Council end-to-end, managing member communications, meeting scheduling, agendas, and content preparation in partnership with the CX Council Executive Sponsor and key product leaders.
- Partner with Customer Success and GTM teams to continuously identify, develop, and maintain a pipeline of customer advocates whose stories, references, and participation support core Zoom Contact Center messaging.
The Customer Advocacy team is part of Zoom's broader Content and Marketing organization, responsible for building the customer evidence that drives awareness, consideration, and pipeline across Zoom's product portfolio. Your work directly supports analyst evaluations, demand generation, and Zoom's AI visibility across the modern buyer journey.
REQUIREMENTS:
- 8+ years of B2B high-tech marketing experience in roles such as integrated marketing, campaigns, field marketing, or content
- 3-5 years of direct experience in Customer Advocacy, Customer Marketing, or Content
- Demonstrated experience managing customer advocacy programs and third-party review platforms including Gartner Peer Insights, G2, and TrustRadius, with ability to operate reviews as a strategic, always-on content engine
- Superb customer-facing communication skills with demonstrated ability to earn customer trust, request participation professionally, and steward long-term advocate relationships
- Excellent organizational skills with ability to manage multiple concurrent programs, stakeholders, and deadlines across complex cross-functional environment
- Comfort with data, metrics, and target-setting, including experience managing toward stretch goals and reporting on program performance
- Experience collaborating cross-functionally with Sales, Marketing, Product Marketing, Customer Success, and Analyst Relations teams
- Strong understanding of B2B technology buyer journey and role of customer evidence in purchase decisions
- Knowledge of or experience in Contact Center, CCaaS, or CX technology market is a plus
- Familiarity with AEO/GEO concepts and how customer evidence contributes to AI-driven search visibility is a plus
