Senior Customer Advocacy Manager

About Us:

Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity, privacy, and ESG (Environmental, Social, Governance). Put simply, we build software for the people who enable trust between businesses. 

We’re based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere. We're backed by top investors including Bessemer Venture Partners, 8VC, Y Combinator, Floodgate, Elad Gil, Justin Kan, Qasar Younis, Eric Ries, and more.

We value diversity — in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguide’s team is inclusive, driven, humble and supportive. We are deliberate and self-reflective about the kind of team and culture that we are building, seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each other's growth.

As an early stage start-up employee, you’ll have the opportunity to build out the future of business trust. We make audit practitioners’ lives easier by eliminating up to 50% of their work and giving them better work-life balance. If you share our values and enthusiasm for building a great culture and product, you will find a home at Fieldguide.

About the Role:

Fieldguide is seeking a passionate, customer-focused Senior Customer Advocacy Manager to build and manage our customer marketing program. The ideal candidate will develop and execute comprehensive strategies to expand our customer base and grow our existing customer business. This role will also focus on increasing customer retention and engagement, nurturing customer advocates, and enhancing overall customer satisfaction.

What You’ll Do:

• Create content, resources, and lead programs to help drive customer expansions.

• Develop and execute strategies to increase customer retention and engagement and work closely with the customer success team to align on customer goals and outcomes.

• Work with product marketing to create resources that help customers maximize the value of our product. 

• Serve as a liaison between customers and the product team to relay customer insights and suggestions.

• Create, launch, and manage Customer Advisory Boards (CAB).

• Create and manage customer loyalty programs, customer reference and testimonial programs and execute strategies to foster a sense of community among customers.

• Manage, and grow and monitor online customer communities, collaborating closely with Customer Success (CS) leaders.

• Create case studies and success stories showcasing customer experiences and manage educational content, such as tutorials, webinars, and product training sessions.

• Track and report on key customer marketing metrics, such as customer satisfaction, Net Promoter Score, and customer lifetime value.

About You:

• You have 6+ years of experience in a customer marketing role within a fast-growing B2B technology company.

• Strong understanding of customer retention strategies and customer relationship management.

• Excellent communication and interpersonal skills.

• Proficiency in using customer feedback tools and analytics platforms.

• Ability to create compelling content and manage multiple projects simultaneously.

• Strong analytical skills and data-driven mindset.

More about Fieldguide:

Fieldguide is a values-based company. Our values are:

• Fearless - Inspire & break down seemingly impossible walls.

• Fast - Launch fast with excellence, iterate to perfection.

• Lovable - ​​Deliver happiness & 11 star experiences. 

• Owners - Execute & run the business with ownership.

• Win-win - Create mutual value & earn trust for life. 

• Inclusive - Scale the best ideas with inclusive teams. 

Some of our benefits include: 

• Competitive compensation packages with meaningful ownership

• Unlimited PTO

• 401k

• Wellness benefits, including a bundle of free therapy sessions

• Technology & Work from Home reimbursement

• Flexible work schedules