Senior Director, Community & Advocacy

About the role

Braze powers the world's most ambitious consumer engagement programs - and the Braze Community is the practitioners, certified experts, and ambassadors who run them, building their careers and defining the standard for the discipline. You will own that ecosystem: our flagship community platform, our customer advocacy program, our executive Customer Advisory Boards, and our customer storytelling motion. You'll lead a focused, senior team of five and partner closely with Product Marketing, Content Marketing, Customer Experience, Demand Generation, and our events teams. These programs are healthy, growing, and genuinely loved - tens of thousands of practitioners in the product monthly, a digital community in the thousands, champions in the hundreds. What they are not yet is fully wired into how Braze retains and grows customers. That's the job: take programs people admire and make them programs the business runs on.

Responsibilities

• Own our Customer Advisory Boards. Run a small number of high-stakes CABs aligned to Braze's flagship moments. Build the executive-to-executive experience that earns time from our most strategic customers, and partner with Product and PMM to turn customer insight into roadmap and narrative.
• Own customer storytelling. Stand up the testimonial capture motion across video, written, and quotable formats, and keep customer voices flowing into case studies, campaigns, and analyst-facing programs with PMM and Content Marketing.
• Connect community, advocacy, and learning. Braze is building a unified customer empowerment ecosystem - learner → community participant → advocate → champion. You'll co-design the journeys, shared identity, and measurement framework that make it feel like one experience.
• Run the function on numbers. Own a clear KPI tree: engagement, advocacy influence dollars, share of at-risk and expansion accounts touched by community and events motions, CAB follow-through, story volume and utilization. Build investment cases on that framework.

Requirements

• You've led a customer advocacy program at scale. You've built or substantially grown a reference, champion, or ambassador program in B2B software - the operating infrastructure, the tiers, and the GTM relationships that make teams pull from it by default.
• You've run a customer community of meaningful scale. You know the difference between community as a marketing channel and community as a customer experience, and you optimize for the second because the first follows. You've lived through a migration or re-platforming and have opinions about it.
• You're comfortable in pipeline conversations. Influence dollars, references closed, expansion influenced - you can defend the function's invest

Benefits

Additional Information

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can't wait to meet you.

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