Customer Advocacy Manager

Customer Advocacy Manager

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

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 Forter's advocacy engine to the next level!

You'll 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 you'll 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, value-exchange touchpoints, and program templates leveraging Connect The Dots (CTD) and Base (and adjacent tools) as appropriate.
• Serve as the CTD admin own day-to-day 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 utilization leveraging 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 go-to partner for GTM activations work 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 in-person 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 community membership workflows, content and programming calendars, comms, and basic engagement ops; track activation and retention.
• Support evidence production coordinate quotes, light copy drafts, video logistics, social proof, and asset / approval tracking mapped to ICP / use case / region
• Own reporting cadences publish 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 you'll use Base, Salesforce, CTD, Google Workspace, Asana / Jira, and BI (e.g., Looker / Tableau) for dashboards and intake workflows.

What you'll need :

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 company's connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor wherebut 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. We're 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 :

Life as a Forterian :

We are a team of over 500 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're 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 doesn't 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.

Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law. If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Benefits :

Hybrid work :

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.

Salary Range : $79,000 - $102,000 annually + bonus + equity + benefits The referenced salary range is based on the Company's 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.