The Opportunity
As a Customer Engagement Manager at Coursedog, you’ll turn our customers’ success into stories, references, and programs that help other institutions see what’s possible, while working closely with Sales, Product Marketing, Demand Generation, and Customer Experience. You’ll be responsible for building and running our customer advocacy program, managing our reference pool in Deeto, and bringing customer insight into the campaigns that drive adoption and expansion. You’ll balance relationship-building with program operations, making sure every ask of an advocate is well-timed and worth their effort. This role is well-suited for someone who builds trust easily, enjoys helping people tell their stories, and is motivated by showing how Coursedog helps colleges and universities serve students better.
This position offers a competitive base salary between $110,000 - $120,000 based on experience and qualifications. The role also includes a performance-based variable compensation component, bringing total on-target earnings (OTE) to $120,000 - $140,000 when performance objectives are achieved.
What You’ll Do
Build relationships with customers for case studies, testimonials, video stories, reviews, and press quotes, helping each advocate shape their topic, angle, and key messages
Guide advocates from first ask through approvals to final delivery, keeping the process simple and respectful of their time
Manage customer speakers for regional higher-ed conferences and the annual AcOps user conference, from session pitch through prep and day-of support
Own and administer Deeto, our customer engagement platform, including advocate profiles, requests, workflows, and reporting
Manage a current pool of referenceable customers segmented by product, institution type, SIS, and use case
Support Sales and Account Managers by matching them quickly with the right reference customers, tracking every request and outcome, and pacing asks so advocates aren’t overused
Partner with the Product Marketing Manager to run the customer advisory board
Collaborate with Demand Generation as a consultant, bringing customer insight, stories, and advocates to customer and partner campaigns
Shape messaging and CTAs for upsell, cross-sell, and lifecycle programs with Product Marketing and Account Management, recommending where customer proof can lift adoption of products customers already own
Analyze customer behavior, purchase history, and engagement data (open and click rates, retention, CSAT, product usage) to spot trends, refine messaging, and surface feedback patterns for Product Marketing
Deliver regular reporting on program performance, including advocate pipeline, reference requests filled, and campaign results
Improve how the program runs by using AI tools to streamline day-to-day work, consistently updating processes to drive efficiencies
Partner with CX on advocacy moments and recognition programs, stay active in the Coursedog customer community, and create short product overview videos and how-tos that help customers use more of Coursedog
Requirements
What You’ll Bring
Proven track record of building, owning, and scaling customer advocacy, reference, or customer marketing programs at a B2B SaaS company
Demonstrated success recruiting customer speakers and getting them conference-ready, from session pitch through a confident day-of delivery
Strong writing and storytelling skills, with a track record of turning customer conversations into compelling case studies, testimonials, and video stories
Ability to juggle dozens of relationships, requests, and deadlines at once without letting quality or follow-through slip
Strong analytical skills, with the confidence to use engagement, retention, and usage data to make decisions and defend them
Expertise in customer advocacy platforms such as Deeto, including setting up workflows, managing advocate data, and reporting on results
Demonstrated ability to influence and align Sales, Account Management,…