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Manager, Customer and Community Marketing



Marketing & Communications, Customer Service
San Francisco, CA, USA
Posted on Thursday, February 15, 2024
Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.
Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.

Position Summary

We are looking for a dynamic Manager of Customer & Community Marketing with a knack for building unique customer experiences and telling authentic stories. In this role, you'll be responsible for building customer relationships and creating engagements that drive brand awareness and support our revenue growth. We're looking for a seasoned marketer who is excited about defining the next-generation of high-impact customer programs and content at Harness.

About the role

  • Customer Reference Program:
    • Develop and maintain a comprehensive database of reference customers and success stories to support cross-functional marketing initiatives.
    • Coordinate third-party customer validation for product announcements and manage customer participation in press and analyst opportunities.
  • Customer Advocacy and Community:
    • Develop and execute customer advocacy programs to identify, nurture, and leverage customer advocates who are willing to share their success stories through various channels.
    • Offer innovative and creative ideas to amplify the customer voice in content and marketing activities.
    • Nurture and grow Harness-incubated communities like EngineeringX.
  • Content Creation:
    • Produce rich customer stories across all formats, channels and full-funnel activities including blogs, case studies, videos, webinars, speaking opportunities, and more!
  • Event Management:
    • Support customer engagement and storytelling needs for events, webinars, and conferences. This includes everything from sourcing speakers, organizing customer meetups, and prepping speakers.
  • Review Programs:
    • Craft and execute impactful customer campaigns, reviews, and ratings programs to enhance customer engagement and loyalty.
  • Feedback Loops:
    • Establish a feedback loop with customers to gather insights, identify opportunities for improvement, and relay valuable information to internal teams.
  • Cross-Functional Collaboration:
    • Work closely with customer success, sales, marketing and comms teams to identify and craft stories of our most strategic customers to support our go-to-market initiatives.
  • Metrics and Analytics:
    • Implement and analyze key metrics to measure the success of customer marketing programs, providing insights for continuous improvement.

About you

  • 7+ years of proven experience in customer marketing, customer advocacy or related roles, preferably within the technology or DevOps industry.
  • Strong track record in bootstrapping and scaling customer advocacy and reference programs, particularly in an enterprise context.
  • Demonstrated ability to build and nurture enduring relationships with enterprise customers, from practitioners to leadership/executives.
  • Creative storyteller with strong verbal and written communication skills. Enjoys turning sophisticated or technical ideas into clear, succinct stories that resonate.
  • Strong project management skills with the ability to drive initiatives from conception to execution.
  • Ability to work collaboratively and drive consensus across diverse teams in multiple departments, time zones, and functions.
  • Consistent record of defining, launching, and driving compelling customer stories in various formats, such as case studies, customer videos, webinars, and speaking engagements.

Work Location

It would be great to have someone who is local to the Bay Area(and will work from the SF office 3 days a week) but we will consider someone who is remote from within the United States.

What you will have at Harness

  • Competitive compensation
  • Comprehensive healthcare benefits
  • Flexible Spending Account (FSA)
  • Employee Assistance Program (EAP)
  • Paid Time Off and Parental Leave
  • Monthly, quarterly, and annual social and team-building events
  • Recharge & Reset Program
  • Monthly internet reimbursement
  • Commuter benefits

Pay transparency
$130,000$182,000 USD