Customer Reference Program Manager

Dream Big. Go Beyond. Be Unstoppable.

About Us

Kyriba is a global fintech leader empowering CFOs and finance teams with cloud-based treasury payments and risk management solutions. We serve 3000 customers worldwide managing $15 trillion in payments annually and helping businesses optimize liquidity performance across the enterprise.

Were on a mission to become the most sought-after cloud technology company globally. We think big innovate relentlessly and challenge the status quo every day. If you are a problem-solver whos ready to push boundaries and achieve more than you thought possible-youll find an exceptional career within an extraordinary business.

** This position is based in our Warsaw location **

Why This Role Matters

As the Customer Reference Program Manager you are the builder of customer advocacy at scale. Your work transforms satisfied customers into vocal champions whose stories accelerate sales validate product value and shape market perception. By leveraging AI-powered platforms and strategic storytelling you create a multiplier effectturning proof points into pipeline customer voices into competitive advantage and individual success stories into enterprise-wide growth engines. You champion the customer voice internally and externally driving measurable revenue impact while building a thriving community of advocates.

Key Outcomes & Success Measures

In your first 1218 months success in this role will look like:

• Reference Utilization & Impact: Achieve 80% sales rep utilization of the reference program with 50 qualified reference engagements (calls site visits event speakers analyst briefings) annually and 90% satisfaction from sales and prospects.

• Content Library & Proof Points: Build and maintain a library of 30 customer success stories (case studies testimonials videos ROI calculators awards) spanning industries use cases geographies and company sizes with 10 new assets created per quarter.

• AI-Driven Advocacy Insights: Leverage AI to identify 100 potential advocates based on usage patterns sentiment and engagement; implement predictive analytics to improve advocate engagement and reference matching accuracy by 25%.

• Customer Community & Engagement: Launch and grow a customer advocacy community with 150 active members achieving 70% engagement rate in peer-to-peer learning events and content participation.

• Accelerated Sales Cycles: Build a robust segmented reference library that contributes to faster sales cycles and higher win rates for deals supported by customer references testimonials or case studies.

• Cross-Functional Impact: Deliver quarterly insights reports to Sales Product and Marketing leadership surfacing customer intelligence that informs go-to-market strategy product roadmap and account expansion opportunities.

What Youll Do

Strategic Reference Program Leadership

• Design and execute a comprehensive customer reference strategy aligned with revenue goals sales priorities and marketing objectives.

• Build segmented reference pools across industries use cases company sizes geographies and buyer personas to ensure sales has the right reference for every opportunity.

• Establish program KPIs (reference utilization sales impact advocate engagement content output) and deliver regular reporting on reference impact utilization and ROI.

• Continuously optimize the program based on data insights stakeholder feedback and sales performance metrics.

• Build and maintain a robust searchable library of customer success stories case studies testimonials video content ROI calculators and reference materials.

• Coordinate customer participation in high-value activities: reference calls site visits speaking engagements analyst briefings industry awards and customer advisory boards.

• Create scalable processes for capturing and sharing customer wins proof points and insights across Sales Marketing Product and Customer Success.

AI-Driven Advocacy & Innovation

• Leverage AI technologies (e.g. UserEvidence predictive analytics sentiment analysis) to identify potential advocates based on product usage patterns engagement metrics and customer health scores.

• Implement AI-powered tools to automate reference matching optimize advocate outreach and predict advocacy opportunities or at-risk relationships.

• Develop AI-assisted content creation workflows to streamline case study production testimonial capture and advocacy material generation.

• Use predictive analytics to forecast advocacy program performance identify gaps in reference coverage and prioritize high-impact customer engagements.

• Stay current with AI innovations in customer marketing advocate for new tools and pilot emerging technologies to scale advocacy programs.

Cross-Functional Partnership & Customer Intelligence

• Partner with Customer Success to identify satisfied customers celebrate wins and surface advocacy opportunities proactively.

• Work closely with Product to capture customer feedback validation insights feature impact stories and product-market fit evidence.

• Collaborate with Marketing on customer spotlight campaigns event speaking opportunities webinars awards submissions and user-generated content.

• Provide customer intelligence to Sales leadership on account health expansion opportunities competitive insights and risks identified through advocacy engagements.

• Share quarterly insights from customer evidence data (trends themes objections differentiators) that inform go-to-market strategy product roadmap and messaging.

• Champion the customer voice across the organization advocating internally for customer-centered thinking and a culture of empathy outcomes and innovation.

Customer Community & Engagement

• Foster peer-to-peer learning and collaboration among customers across industries regions and use cases through online communities events and forums.

• Build and grow a thriving customer advocacy community with active participation in events content creation and knowledge-sharing.

• Organize customer advisory boards roundtables and exclusive networking opportunities that deepen relationships and amplify advocacy.

Program Optimization & Continuous Improvement

• Analyze program data to identify gaps in reference coverage evidence types customer segments or geographic representation.

• Experiment with new types of evidence collection: video testimonials peer reviews social proof ROI calculators third-party validation.

• Stay current on customer advocacy best practices emerging platforms and innovative ways to leverage AI and automation for scalable advocacy.

What You Bring

Education & Experience

• 46 years of experience in customer marketing reference programs customer advocacy or customer success in B2B SaaS.

• Proven track record of managing customer reference programs that measurably accelerate sales cycles improve win rates or influence pipeline.

• Understanding of B2B enterprise sales processes and how references case studies and testimonials influence buying decisions.

Strategic & Operational Skills

• Strong stakeholder management skills; ability to partner effectively across Sales Marketing Product and Customer Success.

• Excellent relationship-building abilities with customers at all levels from end-users to C-suite executives.

• Data-driven mindset with ability to track metrics analyze trends and optimize program performance.

• Outstanding communication skills (written verbal presentation) with talent for storytelling and creating compelling customer narratives.

• Highly organized with strong project management capabilities; able to manage multiple initiatives simultaneously.

Preferred Qualifications

• Experience using customer advocacy platforms (e.g. UserEvidence Influitive CustomerGlu Gainsight or similar).

• Background in SaaS companies with complex enterprise sales cycles.

• Experience creating compelling customer content: case studies testimonials video stories ROI calculators.

• Understanding of customer journey mapping touchpoint optimization and voice-of-customer methodologies.

• Familiarity with sales enablement tools and CRM systems (Salesforce HubSpot).

• Track record of building programs from early stages to maturity and scale.

• Experience in fintech treasury management financial services software or enterprise SaaS.

Skills & Competencies

• Customer-Centric: Deep empathy for customer needs and commitment to exceptional experiences.

• Strategic Thinker: Ability to design programs that align with business objectives and scale effectively.

• Technologically Savvy: Comfortable with AI tools data analytics and marketing technology stacks.

• Creative Storyteller: Talent for uncovering and articulating compelling customer narratives that resonate with buyers.

• Collaborative: Skilled at working across departments building consensus and driving alignment.

• Results-Oriented: Focused on measurable outcomes revenue impact and continuous improvement.

• Innovative: Eager to experiment with new approaches technologies and advocacy tactics.

Why Youll Love This Role

• Shape and scale a strategic advocacy program that directly impacts revenue and market perception.

• Work with innovative AI-powered platforms and tools at the forefront of customer marketing.

• Build deep trusted relationships with customers and amplify their success stories.

• Collaborate cross-functionally with Sales Marketing Product and Customer Success leadership.

• Drive measurable business outcomes and see the direct impact of your work on pipeline and revenue.

• Opportunity to build a program from the ground up and define best practices for a growing organization.

Our Values Guide Everything We Do

• Think Big & Constantly Innovate: We have the confidence to think big embrace change challenge the status quo and continuously evolve - incorporating new technologies and driving industry progress.

• Put our Customers Needs First: We are passionate about delivering the highest value for our customers and supporting them with end-to-end care throughout their journey with us.

• Act with Integrity: Integrity is at the heart of everything we do. We take personal responsibility for our actions own our decisions and honour each others contributions. We empower each other through honesty respect trust and transparency.

• Work as One Team: We are driven by our common goals and share in each others successes and failures learning and working together as a team where everyone can bring their best selves.

• Strive for Excellence while Having Fun: We enjoy tackling new challenges together and revel in continuous improvement as we deliver with ultimate professionalism the very best for our customers while exceeding our own expectations.

Kyriba offers a comprehensive compensation package including a range of health welfare and wellbeing benefits designed to support both your professional and personal life.

Kyriba believes that everyone has the ability to make an impact and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex race creed color gender religion marital status domestic partner status age national origin or ancestry physical or mental disability medical condition sexual orientation pregnancy military or veteran status citizenship and genetic information.

If you require a reasonable accommodation to complete any part of the application or interview process or to perform essential job functions please contact us at . Requests will be handled confidentially and in accordance with applicable local laws.