Senior Customer Marketing & Community Manager

Role Summary

Glia is looking for a Customer Marketing & Community Manager to build and scale the programs that bring our customers’ stories, voices, and expertise to life. In this role, you’ll create the engine behind customer advocacy, case studies, and references, while also shaping the strategy and growth of our customer community on Higher Logic/Vanilla and SlapFive.

This is a strategic, high-visibility role for someone who loves turning real customer outcomes into powerful narratives and wants to build a community that connects people, accelerates adoption, and supports revenue growth. You’ll work closely with Product Marketing, Sales, and Customer Success to develop a long-term approach to customer storytelling, reference management, and community engagement — not just for today’s needs, but for the company Glia is becoming.

Our customers are passionate, collaborative, and love sharing what they’ve built with Glia. This role gives you the opportunity to partner with them, amplify their successes, and shape programs that will become foundational to how Glia markets, sells, and learns from its customers.

Core Responsibilities

Customer Storytelling & Advocacy Leadership

• Build and manage the customer story pipeline—case studies, videos, webinars, event speakers, analyst references, success articles.
• Identify, recruit, and interview customers; prepare them for thought leadership, speaking, co-marketing, and media opportunities.
• Ensure every story is aligned to strategic GTM priorities (industry, product line, competitive replacement, ROI proof).
• Manage approvals, legal compliance, brand guidelines, and content distribution across marketing and sales channels.

Customer Reference & Proof Infrastructure

• Own the end-to-end reference process—intake, matching, briefing customers, staffing sales reference calls.
• Maintain an accurate, searchable customer proof library with coverage by product, persona, segment, and industry.
• Track influence of references on pipeline, win rates, and revenue acceleration.
• Partner with Sales Enablement to embed customer proof into pitch decks, RFPs, analyst briefings, competitive takeouts.
  
  

Customer Community Strategy & Vision

• Define and own the community roadmap, value proposition, and multi-phase growth strategy—from early activation to scaled engagement.
• Establish the purpose, voice, success metrics, and role of the community in product adoption, retention, and advocacy.
• Align community goals to broader GTM objectives: onboarding, feature adoption, peer-to-peer education, customer-led growth.
• Develop and enforce community moderation policies, content standards, and escalation paths.
• Present trends, member insights, and strategic recommendations to executive leadership and influence investment decisions.
• Define and report KPIs across advocacy and community: member growth, engagement rate, time-to-answer, reference utilization, pipeline impact.
• Present quarterly performance and strategic recommendations to Product Marketing, Sales, and Executive teams.
• Forecast staffing, vendor support, and technology investments required to scale community and advocacy programs.

Platform Administration & Governance (Higher Logic / Vanilla + SlapFive)

• Own configuration of Higher Logic/Vanilla and SlapFive platforms: access permissions, tagging, groups, badging logic, advocacy workflows.
• Administer roles, onboarding flows, community taxonomy, and member journeys.
• Liaise with platform vendors, manage support tickets, upgrades, beta features, and roadmap alignment.

Advocacy & Gamification Strategy

• Design customer advocacy journeys—from engaged community member to referenceable champion, speaker, or advisory board voice.
• Manage SlapFive campaigns, challenges, reward logic, badges, customer tiers, and point systems.
• Align gamification efforts to product launches, peer reviews (G2, Gartner), referrals, roadmap validation, and feedback loops.

Integrate community advocates into case studies, sales references, thought leadership, and events.

Required Skills & Experience

Must-Haves

• 3-5+ years of experience in Customer Marketing, Customer Advocacy, Product Marketing, or Community Management within a B2B SaaS or technology environment
• Proven success leading customer storytelling and advocacy programs (e.g., case studies, references, events, advocacy participation)
• Experience running a customer reference process that supports Sales cycles (matching references, prepping customers, tracking win/loss impact)
• Demonstrated ability to interview customers and distill insights into compelling narratives for multiple formats (web, sales assets, video scripts, conferences)
• Hands-on experience with a customer community platform ( Influitive, Higher Logic, Vanilla, Gainsight Community, Salesforce Experience Cloud, etc.)
  
  
• Experience with customer advocacy / reference management platforms, ideally SlapFive, or comparable systems (Influitive, Base, RO Innovation, etc.)
• Strong cross-functional leadership skills; proven ability to influence Sales, Customer Success, and Product Marketing stakeholders without direct authority
• Comfort navigating legal, brand, and approval workflows for customer-facing content
• Strong strategic thinking and prioritization skills—able to build programs and frameworks, not just execute tasks
• Exceptional written and verbal communication skills, with the ability to present to executive-level internal and external audiences
• Demonstrated project and program management skills: managing timelines, dependencies, agencies/vendors, and multiple initiatives simultaneously
  
  

Nice-to-Haves

• Experience launching or scaling a customer community from early activation to mature engagement
• Familiarity with sales cycles, especially where customer proof is critical to competitive deals
• Prior experience supporting customer speakers at events (user conferences, panels, webinars)
• Understanding of G2, Gartner Peer Insights, and other review-generation ecosystems
• Fluency with Salesforce, Highspot, Asana, or similar GTM and workflow tools
• Background in financial services, fintech, CX platforms, or related AI software categories
  Experience managing writers, video producers, agencies, or freelance storytellers
• Ability to travel occasionally for customer interviews, filming, customer events, or speaking opportunities