Customer Marketing & Advocacy Manager

Hybrid working pattern at our London Bridge office

Alto Software Group

Our software solutions connect businesses and consumers, powering more than half of all UK housing transactions each year.

We deliver a one-stop shop for estate agents and home builders to drive 

efficiencies, speed up the transaction while reducing risk, improve end-customer experiences, stay ahead of regulatory changes and unlock new areas for business growth. 

While we are not a start-up we have a start-up mindset set and want our people to operate with this mindset so that we can achieve our ambitions.

Key Responsibilities

We're looking for a strategic and hands-on Customer Marketing & Advocacy Manager to lead our efforts to engage, educate, and energize our existing Alto customer base. In this pivotal role, you’ll own and evolve all aspects of customer communications, drive product adoption through webinars and enablement materials, and build a robust advocacy engine—ensuring our happiest customers are consistently telling our story.

You’ll act as the voice of the customer inside the business, running customer comms, building feedback loops, and partnering with support, success, product, and sales teams to surface advocates and turn them into case studies, referenceable accounts, and brand champions.

This role will directly impact retention, revenue expansion, and reputation by improving our review presence, leading new product launches to existing users, and increasing Alto’s visibility across comparison sites and review platforms.

Customer Communications & Education

• Plan, write, and execute ongoing customer communications to improve awareness of features, updates, and best practices - as well as wider company updates
• Own the customer webinar programme, including educational sessions [with the education team] and a new quarterly product roadmap series.
• Support upsell and migration from legacy software products to Alto, developing tailored content and comms that drive engagement and conversion.

Customer Advocacy & Review Strategy

• Build and manage an always-on advocacy program to source, nurture, and activate customers for testimonials, case studies, peer reviews, reference calls, speaking opportunities, and PR opportunities.
• Work with cross-functional teams (support, training, success, sales) to improve our presence on review platforms like Trustpilot and G2, Get Agent, Goggle, Kerfuffle, and drive traffic to them through comms and incentives.

Webinars, Events & Enablement

• Lead execution of customer-facing webinars, from roadmap reveals to deep-dive educational sessions and product launches.
• Develop content and resources using user testimonials, reviews, and case study content to support product adoption and retention efforts.

Cross-functional Collaboration

• Partner with product, success, and sales to support launches to the existing customer base, ensuring messaging and materials are aligned and impactful.
• Maintain a referenceable customer database and help develop a scalable model for customer referrals and involvement in commercial opportunities. ‘Alto Advocates’ will become a cohort of brand champions for Alto externally 

Customer Insight & Feedback

• Develop and maintain a closed-loop feedback mechanism to ensure insights from customers inform our marketing efforts, positioning, and product roadmap.

• Strong experience in customer marketing, advocacy, or community-focused roles in a SaaS or B2B environment.
• Proven experience building and scaling advocacy programs with measurable impact on retention and reputation.
• Strong understanding of review platforms (Trustpilot, G2, Capterra), webinar tools, CRM, and marketing automation systems like Pardot and Hubspot
• Excellent writing, storytelling, and interpersonal communication skills.
• Outstanding cross functional skills
• Comfortable hosting webinars and presenting to customers.
• Data-driven, able to measure program effectiveness and optimise continuously.

Nice to Have

• Prior experience launching or scaling customer reference programs in a B2B SaaS environment.
• Experience with SEO/content platforms for repurposing advocacy assets.

• Everyday Flex - greater flexibility over where and when you work

• 25 days annual leave + extra days for years of service
• Day off for volunteering & Digital detox day
• Festive Closure - business closed for period between Christmas and New Year
• Cycle to work and electric car schemes
• Free Calm App membership
• Enhanced Parental leave
• Fertility Treatment Financial Support
• Group Income Protection and private medical insurance
• Gym on-site in London
• 7.5% pension contribution by the company
• Discretionary annual bonus up to 10% of base salary
• Talent referral bonus up to £5K

We want to make Houseful more welcoming, fair and representative every day. We’ll consider everyone who applies for this role in the same way, regardless of your ethnicity, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, neurodiversity status, family or parental status, or how long you’ve spent unemployed.