Customer Advocacy Manager

About the role:

Support Forters Customer Advocacy & Engagement functionown production and operations to grow our community activate advocates and fulfill Go-To-Market (GTM) requests that drive referralbased pipeline. This role reports to the Senior Director Customer Advocacy & Engagement.

The opportunity

Have a passion for working with customers to help build their networks and tell their story Figured out how to do this AND help your company win too

Great then you might be the perfect candidate to take Forters advocacy engine to the next level!

Youll be the operational mastermind behind our advocacy programsbuilding the infrastructure for organic community growth coordinating references and speakers without overusing advocates and partnering across Marketing and Sales to deliver the right customer participation at the right time.

What youll be doing:

• Expand the capabilities of our existing Friends of Forter community enabling our members to grow their networks and be rewarded for new business referralsbuild invite/referral flows valueexchange touchpoints and program templates leveraging Connect The Dots (CTD) and Base (and adjacent tools) as appropriate.
• Serve as the CTD adminown daytoday operations workflows documentation member list hygiene and programmatic asks integrating with our Friends of Forter community and customer communications; escalate senior 1:1 asks to leaders and exec sponsors.
• Track and protect advocate utilizationleveraging AI build and maintain a centralized view of acts of advocacy rights/MSA status frequency caps and coverage vs. needs; manage an intake queue and SLAs for requests (Sales CS Product PR/Comms Events) to avoid overuse and reduce cycle time.
• Be a goto partner for GTM activationswork with Demand Gen Events PR/Comms and Sales to fill customer requests to support key campaigns. The types of requests may include advocate activations for inperson events virtual events content media/AR and speaking; coordinate briefs logistics and approvals and report outcomes.
• Execute Friends of Forter (FoF) integration into the broader IMPACT communitymembership workflows content and programming calendars comms and basic engagement ops; track activation and retention.
• Support evidence productioncoordinate quotes light copy drafts video logistics social proof and asset/approval tracking mapped to ICP/use case/region
• Own reporting cadencespublish weekly dashboards on community growth and activation intake volume request fill rates and cycle time advocate utilization health (no overuse) and sourced/influenced referral pipeline in partnership with RevOps.
• Tools youll useBase Salesforce CTD Google Workspace Asana/Jira and BI (e.g. Looker/Tableau) for dashboards and intake workflows.

What youll need:

• 35 years in B2B SaaS customer marketing advocacy or community operations with handson execution (program ops request intake speaker/reference coordination event/content logistics).
• Operational rigorlifecycle/process design documentation SLAs and stakeholder followthrough.
• Systems proficiencySFDC reporting and hygiene advocacy platforms (e.g. Base) project management and dashboards; comfortable building simple reports and maintaining data quality.
• Strong coordination and communicationconcise briefs clear customer communications excellent followthrough with the Go-To-Market (GTM) organization as well as the product team

About us:

Digital commerce is built on trust. At every point along the eCommerce journey businesses must make a critical decision: Can I trust this customer Answering this simple question accurately and instantly is powerfulit can accelerate revenue growth and strengthen a companys connection with its customers. How do we do it Forter was founded on the insight that its not about what is being purchased nor where but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customersensuring everyone gets the experience they deserve. Given that trust is central to how we operate Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. Were meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.

Trust is backed by data Forter is a recipient of over 10 workplace and innovation awards including:

• Great Place to Work Certification ()
• Fortunes Best Workplaces in NYC (and 2024)
• Forbes Cloud 100 ( and 2024)
• #3 on Fast Companys list of Most Innovative Finance Companies (2022)
• Anti-Fraud Solution of the Year at the Payments Awards (2024)
• SAP Pinnacle Awards New Partner Application Award (2023)
• Fintech Breakthrough Awards Best Fraud Prevention Platform (2023)

Life as a Forterian:

We are a team of over 500 Forterians spread across 3 different continents. Since 2013 weve raised $525 million from investors such as Tiger Global Bessemer Sequoia Capital March Capital and Salesforce Ventures. Were on a mission to bring trust to global digital commerce so that companies like Nordstrom Priceline Instacart and ASOS can block fraud drive revenue and improve customer experience.

At Forter we believe unique people create unique ideas and valuable experience comes in many forms. So even if your background doesnt match everything we have listed in the job description we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives we grow together as humans and as a company.

Benefits:

• Competitive salary
• Restricted Stock Units (RSUs)
• Matching 401K Plan
• Comprehensive and generous health insurance including vision and dental coverage
• Home office allowance
• Generous PTO policy
• Half day Fridays

At Forter we embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development strengthens our culture and builds the relationships that help teams thrive.

*Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes.

Salary Range: $79000 - $102000 annually bonus equity benefits
The referenced salary range is based on the Companys good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location work experience market conditions and skill level.

Forters Applicant Privacy Policy