Customer Advocacy Program Manager, Zoom Contact Center

What You Can Expect

As the dedicated Customer Advocacy Program Manager for Zoom Contact Center, you will own the end-to-end customer advocacy lifecycle for Zoom's CX product line, turning customer voices into a strategic engine that drives market proof, AI visibility, and competitive differentiation. Working closely with Product Marketing, GTM, and Customer Success teams, you will build and manage a pipeline of customer stories, secure references for analyst evaluations, lead the always-on reviews program across Gartner Peer Insights, TrustRadius, and G2, and steward the CX Council as a vehicle for deepening long-term advocate relationships. This role sits at a meaningful intersection of strategy and execution, requiring someone equally comfortable shaping the advocacy roadmap for a high-growth product line and rolling up their sleeves to source the next customer reference. If you are energized by the full advocacy lifecycle and want to make the customer voice a core pillar of how Zoom Contact Center goes to market, this is the role for you.

About the Team

The Customer Advocacy team is part of Zoom's broader Content and Marketing organization, responsible for building the customer evidence that drives awareness, consideration, and pipeline across Zoom's product portfolio. We work at the intersection of customer relationships, product marketing, and go-to-market strategy, turning real customer experiences into stories, references, reviews, and council engagements that build trust in the market. Our work directly supports analyst evaluations, demand generation, and Zoom's AI visibility across the modern buyer journey.

Responsibilities

Own and execute a pipeline of Zoom Contact Center customer stories in video and written formats for Zoom.com, media, and press opportunities, managing the full lifecycle from customer identification through final publication.

Identify and place customer speakers for CX-related owned and third-party events and webinars, matching the right advocates to the right moments across the marketing calendar.

Partner with Analyst Relations, Product Marketing, and GTM to identify and secure strong customer references for key analyst evaluations including Gartner, IDC, and Forrester, aligned to evaluation-specific product, vertical, and geography requirements.

Lead the always-on Zoom Contact Center reviews program across Gartner Peer Insights, TrustRadius, and G2, treating reviews as a strategic content engine and maximizing AEO/GEO visibility while surfacing opportunities for intent lead generation, comparison reports, and managed services.

Collaborate with Integrated Marketing, Product Marketing, and Content teams to leverage customer reviews and market reports for demand generation, content enablement, and scaled advocacy impact.

Lead the CX Council end to end, managing member communications, meeting scheduling, agendas, and content preparation in partnership with the CX Council Executive Sponsor and key product leaders, while cultivating council members into long-term advocates across the full advocacy program.

Partner with Customer Success and GTM teams to continuously identify, develop, and maintain a pipeline of customer advocates whose stories, references, and participation support core Zoom Contact Center messaging pillars, product capabilities, and target verticals.

What We're Looking For

8+ years of B2B high-tech marketing experience in roles such as integrated marketing, campaigns, field marketing, or content, combined with 3-5 years of direct experience in Customer Advocacy, Customer Marketing, or Content.