Customer Reference Program Manager

Role overview Own the day-to-day customer reference program that helps sales teams support active deals with relevant customer conversations and approved evidence. The role combines hands-on request coordination, program operations, and AI-assisted workflows, with customer consent and trust kept under human oversight.

Responsibilities - Manage reference requests from intake through qualification, customer matching, outreach, scheduling, seller briefing, and follow-up. - Set up repeatable workflows, service targets, priorities, escalation paths, and reporting; identify bottlenecks before automating them. - Match customers to deal needs using factors such as mission, organization type, products used, buyer role, geography, and technology context. - Maintain reference profiles, workflows, and sales reporting in the relevant program tools; work with system owners to address data and automation gaps. - Use customer feedback and other approved sources to prepare accurate, traceable sales proof, including briefs and case studies. - Design and operate AI-assisted triage, matching, and draft creation, with quality checks, exception handling, and measurement of time saved and seller impact.

Requirements - Strong program operations and coordination skills, including the ability to manage several requests and deadlines at once. - Clear, concise writing and sound judgment when turning customer evidence into useful sales materials without overstating results. - Ability to manage customer outreach sensitively, balancing sales urgency with customer readiness, consent, and participation limits. - Able to work independently through incomplete data and changing processes, while coordinating effectively across teams.

Nice to have - Direct experience administering customer reference platforms or working with customer-feedback tools. - Familiarity with nonprofit or social-impact organizations and mission-based segmentation. - Experience with call intelligence, content repositories, reference reporting, or evaluating software against an internal operating model. - Experience connecting AI workflows with CRM, customer insight, or content systems.

Benefits and work setup - Full-time U.S. role with a stated base salary range of $75,000–$95,000; compensation may vary by location and qualifications. A broader benefits package and possible incentives are described.