Customer Reference Manager

Rackspace is seeking a dynamic and strategic Customer Reference Manager to lead high-impact customer success marketing initiatives aligned with business priorities. In this role, you'll be responsible for identifying, cultivating, and showcasing referenceable customer success stories that elevate Rackspace's brand, build trust with prospects, and drive growth. You'll collaborate closely with account teams and cross-functional stakeholders to deepen relationships with strategic customers, amplify their voices, and deliver compelling assets that highlight Rackspace's value.

Rackers: Valued members of a winning team. Our employees, affectionately called "Rackers," are our true strength and differentiator. As valued members of a winning team on an inspiring mission, Rackers make a real difference for our customers. It's why we're frequently recognized as an employer of choice by global industry-leading programs, including Great Place to Work, Forbes, and Fortune. They embody our Core Values, demonstrating that Fanatical Experience is:

*Excellence- We are an accountable, disciplined, high-performing company with proven results.

*Customer-driven- We are proactive, collaborative, and committed to success for our customers.

*Expertise- Rackers are passionate learners who are embedded in our customers' businesses to provide unbiased solutions.

*Agility- We adopt new technologies and evolve services to meet customers where they are in their journey.

*Compassion- We're one team doing the right thing for our customers, communities, and each other.

Work Location: US Remote & MX remote in approved states listed above

Information on benefits offered is here.

Key Responsibilities:

• Leverages experience and understanding of Cloud and AI to communicate the appropriate level of technical richness throughout the customer story.
• Develop and execute customer reference programs that align with business goals and marketing strategies.
• Works cross-functionally with various global internal teams to market and highlight customer success assets at both tactical (i.e., sales references, partner MSP Audits) and strategic levels (i.e., AR/PR opportunities).
• Interviews, builds, and maintains in-depth customer profiles and contacts.
• Recruit and manage high-touch reference relationships with strategic customers.
• Collaborate with sales, marketing, and support teams to identify and nurture referenceable customers.
• Create and promote customer success assets, including case studies, videos, webinars, and testimonials.
• Ensure technical accuracy and relevance in storytelling, especially in cloud and IT domains.
• Drive external distribution of customer success stories across digital, PR, AR, and sales channels.
• Report on program metrics, customer engagement, and progress against goals.
• Assists in the creation of key assets/vehicles used to tell the customer story (i.e., Case studies, webinars, videos, etc.).
• Recruits and manages high-touch reference relationships.
• Manages reference request fulfillment and tracks reference activity and outcomes in a centralized location.
• Maintain detailed customer profiles and contact records to support ongoing engagement.
• Foster long-term, mutually beneficial relationships with customers to support advocacy and loyalty.
• Drives development, promotion, and broad-based external distribution of customer success assets.
• Assist with broader content marketing initiatives, approximately 20% of the role (as needed).

Qualifications:

• Required Knowledge, Skills, and Abilities (KSA's):
• Experience with customer reference or customer advocacy programs and marketing communications.
• Comfortable conducting interviews and synthesizing customer insights into compelling narratives.
• Understanding of the sales process, decision-making dynamics, and customer influence points.
• Exceptional written and verbal communication skills.
• Proven ability to build and maintain strong relationships with internal teams and external customers.
• Technical fluency in Cloud and AI.
• Strong project management and organizational skills with attention to detail.
• Ability to manage multiple projects across global teams under tight deadlines.
• Proficiency in Microsoft Office Suite and CRM/database tools.
• Required Experience
• Bachelor's degree or equivalent experience.
• 5-8 years of experience in sales, marketing communications, or customer advocacy-preferably in the high-tech industry.
• Prior experience in a customer-facing role.
• Demonstrated success in designing and executing marketing campaigns.
• Experience writing case studies or whitepapers is highly desirable.
• Standout Qualities
• A highly motivated, energetic, and positive team player.
• A strategic thinker with a passion for storytelling and customer advocacy.
• A self-starter who thrives in a fast-paced, collaborative environment.
• A global mindset with the ability to manage relationships and processes across regions.
• A coach and mentor who uplifts others and promotes inclusivity.

$74,000 - $158,300 a year

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $ 74,000 /year in our lowest geographic market up to $ 158,300 /year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Learn more about benefits at Rackspace ."

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"Remote postings are limited to candidates residing within the country specified in the posting location"

We are the multicloud solutions experts. We combine our expertise with the world's leading technologies - across applications, data and security - to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

Though we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.