Program Manager, Customer Advocacy

What You Can Expect

As Program Manager, Customer Advocacy, you will lead Zoom's end-to-end customer reviews strategy across Gartner Peer Insights, TrustRadius, and G2, building a sustainable, always-on program that transforms customer evidence into a strategic engine for market proof and competitive differentiation. This role sits at the intersection of customer advocacy, marketing strategy, and analyst relations, with direct responsibility for elevating the customer voice into AI visibility, marketing narratives, and sales enablement at scale. You will move Zoom's approach from episodic, award-driven solicitations to a strategic program that serves analyst evaluation cycles, supports AEO/GEO visibility, and feeds cross-functional marketing initiatives across content, demand generation, and social. For a strategist who is equally comfortable setting direction and executing in the details, this role offers the scope, visibility, and organizational impact to build something genuinely differentiated. About the Team The Content and Customer Advocacy team sits at the center of Zoom's marketing engine, shaping the stories, strategies, and digital experiences that connect Zoom's brand with its most important audiences. We own content strategy, editorial programs, customer advocacy, and the digital experience on zoom.com, working across Sales, Product Marketing, Integrated Marketing, and Analyst Relations to turn customer evidence into a competitive advantage. We are a high-impact, cross-functional team that stays relentlessly focused on measurable outcomes and business impact. Responsibilities Lead the end-to-end customer review strategy across Gartner Peer Insights, TrustRadius, and G2, shifting from episodic award-driven solicitations to a strategic, always-on program that drives market proof and competitive differentiation. Own the customer review calendar, balancing continuous review generation across key product categories with strategic alignment to analyst evaluation periods and market priorities. Prioritize AEO/GEO visibility of customer reviews to maximize AI citations, support core marketing narratives, and influence technology buyer evaluations across the dark funnel. Manage Zoom's presence across all subscribed and non-subscribed review platforms, ensuring accuracy, completeness, and strategic positioning while tracking volume, quality, ratings, sentiment, and competitive standing. Support key Analyst Relations market evaluations including Forrester Wave, IDC MarketScape, and Gartner Magic Quadrant with high-quality customer references, partnering with Product Marketing and AR to match references to specific product, industry, and geographic requirements. Collaborate cross-functionally with Sales, Content, Integrated Marketing, Social Media, and Digital teams to drive multi-channel promotion and consumption of customer reviews. Partner with reviews vendors to shift relationships from tactical solicitation to a strategic content engine, leveraging comparison reports, customer story generation, and reference identification. Surface growth opportunities by integrating customer reviews into internal AI search tools, identifying key strategic focus markets, and building organizational expertise across review platform capabilities including intent leads, content licensing, and emerging features. What We're Looking For 5+ years of B2B technology marketing experience in roles such as integrated marketing, campaigns, field marketing, or content, combined with 3-5 years of direct experience in customer advocacy, customer reviews management, or analyst relations. Demonstrated experience managing third-party review platforms including Gartner Peer Insights, G2, and TrustRadius, with the ability to track and analyze volume, quality, ratings, sentiment, and competitive standing. Excellent organizational skills with the ability to manage multiple concurrent programs, stakeholders, and deadlines across a complex cross-functional environment. Superb customer-facing communication skills, with experience directing customer time and attention in ways that are respectful, strategic, and effective. Comfort with data, metrics, and target-setting, including experience managing toward stretch goals and clearly reporting program performance to leadership. Experience supporting analyst evaluations such as Forrester Wave, IDC MarketScape, and Gartner Magic Quadrant with customer references, and a strong understanding of the B2B technology buyer journey and the role customer evidence plays in purchase decisions. Familiarity with AEO/GEO concepts, customer advocacy platforms, and reference management tools; background in SaaS, UCaaS, CCaaS, or enterprise technology marketing is a plus.

Salary Range or On Target Earnings: $76,800.00 - $186,200.00 In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in this and other locations At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application! Anticipated Position Close Date: 10/16/26 Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learnfor more information. About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

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