Company Overview
Captura is a workflow and ecommerce software provider built for professional photographers, uniting industry-leading products and expertise from Fotomerchant, ImageQuix, Photolynx, Skylab, Studio Ninja, and Capturelife. With a focus on delivering customer-centric tools that simplify processes and increase efficiency, Captura is dedicated to helping photographers make more revenue, time, and opportunity through innovative technology solutions.
Working for Captura means being a part of an innovative, dedicated, and fast-growing global team where the opportunity for impact, career growth, and learning are embedded in our culture. We are excited to come to work every day and seek team members who are enthusiastic, value collaboration, have ideas to share, and want to continuously grow with our customers.
Position Summary
Captura is seeking a highly relational, strategic, and community-minded Customer Advocacy & Community Manager to elevate the voice of our customers, strengthen industry relationships, and turn our most passionate users into brand advocates. As a key member of the Customer Success team and reporting into the VP of Customer Success, you'll lead programs that deepen loyalty, build community, and amplify customer success stories in one of the most relationship-driven verticals in tech.
You'll work closely with high-value studios and partners, identifying and engaging top advocates, facilitating white-glove experiences, and curating initiatives like our Customer Advisory Board (CAB), referral programs, events, and user communities. You'll also partner cross-functionally with Marketing to bring these stories to life.
Key Responsibilities
Customer Training & Education
- Develop and maintain the overall onboarding experience and education programs throughout the first 12-month business cycle.
- Develop ongoing nurture campaigns to drive product adoption and usage.
- In collaboration with Product Marketing, create content for Customer Success Managers to help at-risk customers with training and value prop reinforcement.
Community Building
- Cultivate and moderate online communities (forums, Facebook groups, private Slack, etc.) where customers can connect, learn, and share.
- Develop and manage community engagement plans, including AMAs, discussions, meetups, and knowledge-sharing moments.
- Serve as a visible and trusted face within the customer base, attending key events, conferences, and regional meetups.
Customer Advocacy & Relationship Development
- Identify and build relationships with high-impact customers, power users, and influencers.
- Maintain a curated list of advocates for co-marketing, testimonials, beta programs, and executive engagement.
- Collaborate with Customer Success Managers (CSMs) to surface strategic accounts with strong expansion or evangelism potential.
Customer Advisory Board (CAB) & VIP Programs
- Own planning and execution of the Customer Advisory Board, including member recruitment, agenda development, and event logistics.
- Coordinate ongoing CAB touchpoints - surveys, feedback loops, and quarterly syncs - to gather insights that inform roadmap and messaging.
- Develop VIP appreciation experiences (e.g., early access, surprise-and-delight gifts, recognition moments).
Customer Storytelling & Co-Marketing
- Work with Demand Gen Marketing to target happy customers for upsell, cross-sell, and advocacy opportunities.
- Collaborate with Marketing to source and support creation of case studies, testimonials, and speaker opportunities.
- Facilitate customer participation in webinars, social campaigns, and thought leadership content.
- Track and report on advocate engagement and content pipeline.
Voice of Customer & Strategic Feedback
- Act as a conduit between key customers and internal teams, distilling feedback into actionable insights.
- Collaborate with Product and Marketing teams to inform roadmap prioritization, beta testing, and messaging refinement.
Qualifications
- 4+ years in customer marketing, customer success, community management, or advocacy roles-preferably in SaaS or B2B.
- Strong relationship management skills-comfortable working with executives and influential users in a high-touch, trust-based way.
- Experience managing customer communities or advocacy programs (CABs, referral programs, user groups, etc.).
- Excellent communication, storytelling, and facilitation abilities.
- Empathy, poise, and customer-first mindset; able to balance business objectives with human connection.
- Bonus: Experience working in high volume photography or other niche, relationship-driven industries
Success Metrics
- Advocate program growth (members recruited, stories produced, referrals)
- CAB engagement (attendance, feedback scores, insights delivered)
- Community health (active participation, membership growth, sentiment)
- Advocacy-sourced revenue influence or customer expansion (in partnership with CS & Marketing)
- NPS/CSAT and retention uplift among engaged accounts
Why Join Us
We firmly believe our differences make us collectively stronger. At Captura, we are committed to building a team diverse in background and experience.
We recognize diversity as the presence of differences, including race, gender, religion, sexual orientation, ethnicity, nationality, socioeconomic status, language, (dis)ability, age, religious commitment, and political perspective. Diversity also encompasses differences in principles, values, thoughts, and beliefs.
We believe our culture is also rich in opportunities for growth and experience.
Captura is an equal opportunity employer that considers all applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Benefits:
- Amazing colleagues
- Dog-friendly office
- Hybrid work schedule (Tues & Thurs in office) at our offices in Raleigh and Vancouver
- Innovative work environment with resources to bring ideas to fruition
- 100% employer-covered health, dental, and vision benefits for employee and family
- 100% employer-covered life, short term disability and long term disability insurance
- Discretionary/"unlimited" PTO
- 10 paid holidays
- 1 floating holiday
- 401(K) with 4% match
- Employee engagement program and perks
- Lunches, happy hours, snacks, and many events throughout the year